CCTV Warranty and Replacement Claims
A failed camera or disk inside warranty goes back to the distributor, not to the customer. This module follows the claim from the serial on file to the replacement fitted.
What a claim carries
How a claim starts
Most claims begin as a complaint call. A technician finds a dead camera or a disk that stopped recording, and the register shows whether that unit is still inside its warranty period. If it is, a claim opens with the serial already attached. Where a site runs on AMC and the unit has fallen out of warranty, the office decides whether the replacement is billed or absorbed under the contract. Otherwise the customer is quoted for a new unit.
Stock while a claim runs
- A spare from the van keeps the site recording meanwhile
- The pulled unit is held aside, not mixed with good stock
- The replacement serial takes over that channel in the register
- Units pending with a distributor are listed for follow-up
What is outside this module
Whether a maker or distributor accepts a claim is their own decision. GullySystem records what you sent, when you sent it and what came back, which is what a disputed claim needs. Freight, handling and any charge the distributor levies are settled between you and them. What the customer is told about a delay stays your call.
Frequently asked questions
Can a claim be raised without the original invoice?
It can be opened, but a distributor usually asks for the purchase reference. The register links each serial to its invoice for that reason.
How do we track units lying with a distributor?
Pending claims are listed with the date despatched, so follow-up is a list rather than a memory.
Does the customer see the claim?
Only the complaint call and its closing note. The claim itself sits between your office and the distributor.
What happens if a claim is rejected?
The outcome is recorded and the site is quoted for a replacement. The rejected unit stays out of good stock.
Tell us what you need.
Send a short brief and one of our engineers will come back to you within one business day.
- No obligation
- A reply within one business day
- Your details stay private