Visioneer Warranty Program Summary

Standard Warranty

Each product is shipped with Visioneer's Standard one-year Product Warranty which provides Technical phone support for a minimum of 3 calendar years with an in-house Visioneer Technical Support specialist and a 24 hour a day, 7 day a week web-based support center. Also included in this Standard Warranty is a ground return and repair or replacement service in the event an RMA is needed. Contact Support

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Advanced Exchange

Available for Workgroup and Departmental scanners, the Advance Exchange Warranty may extend your warranty up to a total of 5 years of warranty coverage. It also includes priority phone response to our technical support and problem escalation for an unlimited number of incidents, 24 x 7 web based support. Should our technical support team determine a replacement is necessary; a replacement unit will be shipped in advance via Overnight service, for a next-business-day delivery.

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Advanced Exchange with On-Site Service

The ultimate service available for Production scanners, the Onsite Service Warranty may be purchased for up to 5 years of total coverage. Priority phone technical support is provided for an unlimited number of incidents, and in the unlikely event our technical support team determines that the unit is experiencing a hardware failure, a replacement unit will be shipped in advance via overnight for next businnes day delivery and a technician will be dispatched onsite the next business day to set up the unit with minimal downtime.

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Compare Warranty Programs

  Standard Advance Exchange Advance Exchange with Onsite Service

US-Based phone support
• Technical support by phone.

24/7 Web Support
• Technical support available via the KnowledgeBase at support.visioneer.com and www.xeroxscanners.com

Extended Coverage
• Warranties may be purchased for up to 5 years of coverage from the date of purchase.
• Extended warranties must be purchased within 90 days of date of purchase.

 

Priority Call Response
• Calls are handled more quickly, and in a higher priority than standard warranty customers.
– Avg. Hold Time < 2 mins.
– Avg. Time to Resolution < 10 mins.

 

On-Site Service
• If Technical Support determines the problem is failed hardware, a replacement unit will be shipped via overnight delivery and a technician will be dispatched the next business day to set up the unit at the customer site. Service available in US and Canada. Contact Customer Service for more information.

   

Standard Overnight RMA*
• RMA replacements are first shipped via overnight delivery to the customer
• Once the customer receives the replacement, they package the defective unit and send back the unit.

   

Return and Replace RMA*
• RMA exchanges are available via a return and replace process.
• Customers first send back defective unit. Once defective unit is received, a replacement is then sent out via Ground service.

   

1 Year Warranty Renewals
• Can be purchased anytime up to 90 days after expiration of standard warranty or Advance Exchange/Onsite Service agreement.
• Retroactive to either date of scanner purchase (if no prior warranty was purchased) or expiration of Advance Exchange/Onsite Service Warranty, which ever is later.
• Stackable for up to 5 years of total coverage from date of scanner purchase.
• Available as long as scanner model is in production.

 

*RMA requests must be made before 12pm PST in order to be delivered the following business day.

 

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