X10DR Gateway Post Warranty Services

Warranty / Non-Warranty Repair Procedure

X10DR Warranty covers all failures due manufacturing defects, component failures and the like for 12 months following delivery. In the rare case of a DOA (Dead on arrival) failures that occur at time of delivery/initial installation will be replaced with a new item upon its return, free of charge.

Devices that have been in operational in use but have over time failed should be returned to us for initial warranty investigation together with a description of the failure and circumstances, if applicable. Failures that occur at any time after this initial delivery and the expiration of the standard or purchased extended warranty period, will be replaced free of charge from this changeover pool stock, or purely its electronic circuitry* when requested. *Note: the extended turnaround time. If the problem is related to the battery, antenna, or similar components, we will simply replace the offending part.

To minimize your downtime we maintain a comprehensive "changeover pool" of X10DR gateway charging pockets, which undergo thorough factory verification of operational and technical specifications to ensure like-new quality. While these units may show minor blemishes on the housings, the internal circuitry is pristine.

Changeover Process
In order to utilize the Changeover Pool arrangement, the faulty device must be sent to our service center and received before the replacement is dispatched, on a strict one-for-one basis. Our Changeover Pool of factory verified gateways includes XLR, Elite Plus and Pro Plus models. The replacement Gateway will be loaded with firmware matching the returned unit.

X10DR products returned for repair while still under warranty, but with failures deemed due to tampering, misuse, neglect, improper storage, acts of nature, physical abuse, normal wear and all cases where the products are disassembled by other than authorized X10DR USA Representatives. If so, you will be notified and may at that time choose to have  failed item either returned to you (standard shipping costs apply). Alternatively, you may choose to have the failed device replaced from the changeover pool for a flat service changeover fee.

Remaining Warranty Coverage
The replacement unit will retain the returned original device's remaining warranty plus and additional two months for any downtime inconvenience.  If a unit is replaced after the expiration of the original warranty or in the case where they failure was not covered by warranty and a service fee was incurred, a 6-month factory warranty will be in effect.

Nominally, two business days turnaround is anticipated from receipt of a valid warranty claim for changeover pool items.