Instructions - How to Request a Repair or Warranty Service of Aiphone Equipment Please complete this form and an Aiphone Customer Service Representative will reply to provide you with your Repair Order (RO) number within 2 business days - include this RO number in your shipment before sending any unit(s) in for evaluation.
Aiphone reserves the right to request a payment method before issuing an RO number*.
*Non-direct account customers will be contacted by a Customer Service Representative by phone to obtain credit card payment for non-warranty service including mandatory testing fees and return freight (secure service offered). Please provide the best number to reach you to avoid any delays.
*Direct account customers are asked to provide a PO # to be used to pay for non-warranty service including mandatory testing fees and return freight.
Select Country:* Select One United States Canada
Return Shipment Detail* Where to ship the unit(s) after evaluation or repair is completed.
Select One: Company Address (Above) Another Address (Below)
Are You a Direct Account Customer?* To determine if repair charges and return freight is being paid via purchase order (PO)
No Yes
This Section is for Direct Accounts Only: Note: An Aiphone Account is not needed to request a repair or replacement. However, only existing Aiphone direct-account customers can request credit for items confirmed by an Aiphone Repair Technician to be defective upon initial installation. Only existing Aiphone direct-account customers may pay for non-warranty service and return freight via purchase order (PO).
Preferred Outcome: For all repairs, warranty is determined by Aiphone. Please be prepared to provide proof of installation date for warranty verification. Otherwise, the lot code will be used to determine the warranty. (See warranty statement, below.)
Please Note:* For a claim on a unit that is defective upon initial installation, please note that Aiphone reserves the right to repair vs. replace the unit depending on findings and product availability.
** Aiphone determines whether a unit qualifies for credit upon evaluation. Credit is issued only when a product is found to have a manufacturer’s defect upon initial installation.
Estimates: For non-warranty repairs: Select “Yes” to request an estimate before any repairs are completed. This may cause a delay in processing your repair while waiting for payment approval. Aiphone is unable to provide an exact estimate before receiving the unit in for evaluation. However, we can advise you of the average repair price for your model if desired. If the unit is out of warranty, a testing fee will apply, even in cases where no defect is found. If your non-warranty unit is not repairable, testing fees will apply unless you advise that we can scrap your unit at our facility.
Model(s) to be Repaired: Please include specific information about the problem(s) experienced such as not turning on or connecting, audio or video issue, buttons are broken, physically damaged, or is working intermittently. These types of details help direct us where to troubleshoot so that we can evaluate, repair and return the product as quickly as possible.
List:* Add other models by clicking (+)
Length of Time Model Was In Use* Select One Less than 3 months 3-12 months 1-2 years 2-3 years More than 3 years
Please choose how long ago the unit(s) were installed
Freight Method After Repair Is Complete: Aiphone uses UPS Ground as our default shipping method, and is prepaid for warranty returned products. If a faster shipping method is required, charges will be billed to the customer. Please indicate return speed below.
Warranty Statement: Please read the policy and acknowledge these terms and conditions
Aiphone warrants its products to be free from defects of materials and workmanship under normal use and service for a period of 2 years after delivery to the ultimate user and will repair free of charge or replace at no charge, should it become defective upon which examination shall disclose to be defective and under warranty. Aiphone reserves unto itself the sole right to make the final decision whether there is a defect in materials and/or workmanship; and whether the product is within the warranty. This warranty shall not apply to any Aiphone product which has been subject to misuse, neglect, accident, power surge, or to use in violation of instructions furnished, nor extended to units which have been repaired or altered outside of the factory. This warranty does not cover batteries or damage caused by batteries used in connection with the unit. This warranty covers bench repairs only, and any repairs must be made at the shop or place designated in writing by Aiphone. This warranty is limited to the standard specifications listed in the operation manual. This warranty does not cover any function that is added by users or suppliers when used in connection with third-party products. Please note that any damage or other issues caused by a failure to use the unit in connection with Aiphone products are also not covered by this warranty. Aiphone will not be responsible for any costs incurred involving on-site service calls. Aiphone will not provide compensation for any loss or damage incurred by the breakdown or malfunction of its product during use, or for any consequent inconvenience or losses that may result.
Aiphone Wire Warranty
Repairs Under Warranty
This warranty shall not apply to any failure caused by improper installation or use in violation of the instructions, abuse, negligence, electrical surge including damage from lightning, water or any other physical damage, or damage caused from batteries.
This warranty covers bench repairs by the Aiphone Repair Department only and does not extend to units that have been repaired or altered outside of the factory. Aiphone is not responsible for any costs incurred involving on-site service calls.
Credit or Replacement upon initial installation . Older units that are still within the warranty period qualify for warranty repair only and not credit or replacement. Non-account customers will be issued a replacement if their unit is deemed to have a manufacturer’s defect.
Aiphone does not issue advance replacements or guarantee credit for products claimed to be defective before an authorized Aiphone Repair Technician has examined the units and determined that they are in fact defective.
If payment approval for repair, testing, and/or return shipping fees is not confirmed within 15 business days after receiving final estimate charges, and multiple attempts to reach you using the contact information you provided above go unanswered, Aiphone reserves the right to close your Repair Order and your product(s) will be forfeited.
Acknowledgement of Repair Policy and Conditions* Please indicate that you have read and agree to the terms and conditions herein.
Optional Documents Upload documents such as Proof of Purchase, Tax Resale Certificate, photos, or any other documents regarding this repair.
