Product(s): Video Toaster, Toaster Flyer, LightWave 3D, Aura, Calibar

Platforms: ALL

Problem: A NewTek product has failed, and needs repair.

General Info:

All products must be registered with NewTek prior to any Technical Support or repairs.All NewTek products are serviced only by NewTek. There are no authorized service centers, and dealers do not repair our products.

The dealer should be the first resort in the event of a problem with your product, however. The dealer can determine if your NewTek product has failed, or if the problem is with the host system. The dealer can also arrange for Return Materials Authorization (RMA) or Defective On Arrival (DOA) service when these are needed. The dealer is familiar with proper assembly and configuration of the NewTek product and host system, and will often have test and calibration equipment that the end user does not have. If a NewTek product must be removed from a system, shipped for repair, and then re-installed upon return, the dealership will most likely have a safer environment to accomplish this work on delicate, static-shock sensitive equipment, than will the end user. In addition, many dealers can provide rental or loaner equipment during the time the end user's equipment is down.

NewTek has a training program to certify dealers on our products. We train them not only in how to demonstrate and operate our products, but how to install, calibrate, test, and troubleshoot our products. We recommend that those who are interested in purchasing our products contact our Customer Service Department (800-847-6111 or 800-862-7837 in the USA, +1-210-370-8000 worldwide) for referral to the NewTek authorized dealer nearest them.

DOA Procedure:

If a NewTek product is found to be Defective on Delivery, or fails within ten days of the date of purchase, the end user must return the product, complete with all packaging and enclosed materials (manuals, etc.), to NewTek (with an RMA Number) or to the vendor from which the product was purchased. The vendor will handle DOA arrangements for the product, and may choose to exchange the product for the customer from stock, if available. If shipped directly to NewTek using the RMA procedure, NewTek reserves the right to determine whether the product will be repaired or replaced within 2 days of receipt.

RMA Procedure:

If a NewTek product fails later than ten days after the initial purchase, NewTek's standard Return Materials Authorization procedure must be used. If the end user returns products that are Defective on Delivery directly to NewTek, this procedure must also be used. The end user can refer to the dealer and have the dealer handle the arrangements with NewTek, or the end user can contact NewTek Technical Support (+1-210-341-8444) directly.

If you contact NewTek directly, you will need to have the serial number of your product, and the date of purchase information. You should be at your system when you call, so that if the technician has tests for you to do or possible solutions for you to try, you can perform them. If the technician determines that the NewTek product has indeed failed, then the technician will ask for your shipping address, for payment information if the product is out of warranty or if you wish expedited return shipping, or wish to take advantage of one of our special programs. The technician will issue an RMA number, and give you the instructions on shipping the item for repair.

Warranty Notes for Video Toasters and Toaster Flyers:

Warranty is one year from date of purchase. See standard terms in the manual.The customer is responsible for any costs in shipping the product to and from NewTek. The product, if faulty, will be repaired and shipped back to the customer by UPS Ground upon receipt of payment. For expedited return shipping, the customer can provide a shipping number with a carrier, or use a credit card to pay expedited shipping.

Turnaround time will depend on the Repair Department's workload.If the Toaster or Flyer is not defective, then a surcharge will apply. For Video Toasters, the surcharge is US$110.00, and for Toaster Flyers the surcharge is US$165.00.

Warranty Notes for LightWave Hardware Keys:

Warranty is one year from date of purchase.

The customer is responsible for any costs in shipping the product to and from NewTek. The product will be repaired or replaced and shipped back to the customer. Turnaround time will be depend on the Repair Department's workload.

Special Repair Programs

Video Toaster and Toaster Flyer Loaner Boards:

The Repair Department has a stock of Video Toaster and Toaster Flyer boards available for loan to customers who have boards in for repair. If you advise the technician that you are interested in the Loaner Program, the technician can refer you to the Repair Coordinator, who can provide you with the details of the program and make arrangements for you.

The loaner processing fee is US$150 for either a Video Toaster card or a Toaster Flyer card. The user must provide credit card security for the loaner board. Security for a Video Toaster is US$845.00 (specify model VT2000 or VT4000); for a Flyer, US$1145.00. The loaner board must be returned to NewTek within ten working days after the repaired board has been returned to the customer; if the loaner has not been returned, then the security charge will be levied on the customer's credit card. The customer is responsible for the cost of the return shipping for the loaner board.

Offer is limited to available stock, prices and conditions subject to change without notice.

LightWave 3D Hardware Key Exchange:

Customers can elect for cross-ship exchange of a failed hardware key, if they wish faster service. The customer must be able to provide US$2495.00 security by credit card.

During warranty, the standard cross-ship policy is that the user who can provide security will be shipped a replacement by two-day air. For a US$30.00 expedite shipping fee.

After warranty, cross-ship costs the US$36.00 repair fee plus the US$30.00 expedite shipping fee.

In all instances, NewTek must receive the failed hardware key within 10 working days, or the security charge will be levied against the customer's credit card.

Policy, prices and conditions subject to change without notice.

Repair Warranty:

The NewTek Repair Department is the only authorized repair center for NewTek products. Any unauthorized repairs conducted on any NewTek product will void all warranties and will result in non-repair of the product.

Products which are repaired in warranty continue under full warranty for the stated warranty period, which is one year from the date of purchase. During the last calendar quarter of the warranty term, if the board fails and must be repaired, the terms for repair warranty would apply to any repairs made to the unit and would extend beyond the expiration of full warranty.

Repairs to out-of-warranty products are warranted for 90 days from the date of return to the customer. Warranty applies only to the specific repairs made by NewTek, including any parts or sub-assemblies replaced. Repaired boards are not warranted against any failures in components or sub-assemblies which were not repaired or replaced by NewTek during the repair process.

NewTek reserves the right, in or out of warranty, to either repair or replace, at its sole discretion, in part or in whole, any DOA or RMA item, with new or with remanufactured parts.

Checking the Status of Items in Repair:

The Technical Support Department issues RMAs, but cannot provide estimates of repair time or check the status of an item that the customer has sent to Repair. The customer must contact the Repair Coordinator for this information.In the USA, call 800-843-8934, worldwide call +1-210-370-8000.