OUR SUPPORT TEAM IS READY TO HELP WITH QUESTIONS, TROUBLESHOOTING, AND DEVICE REPAIR OR REPLACEMENT.
We know it is rare to talk to someone by phone so feel free to give us a ring at (610) 621-4947 or select an option below to open a ticket. Our support team is available Monday through Friday 9am-5pm EST.
SUpport / rma FAQ
What is the turn around time of a general support ticket?
This largely depends on the issue that you are experiencing and if manufacturing engineers will need to assist. If our U.S. based team can assist, we generally have the issue resolved within 24 hours. If the MVD support team is unable to find a resolution, many of the brands that MVD carries have the ability to export off a device log or report which helps the manufacturer to find a cause of the issue. We generally try to have all support tickets resolved within 72 hours.
What is the turn around time for a repair / replacement?
We will do our best to test the device sent to us within 24-48 hours. Once a repair or replacement has been completed, our warehouse will ship the product back to you within 48 hours via UPS Ground. Ensuring that your device is returned with all components is helpful for our testing. If you are experiencing and issue with IP enabled devices, please ensure that the default is set to DHCP. Factors for any delays in processing will be for periods where we need to wait for manufacture to send parts or devices, when our support team is out of the office for training, or while attending national trade shows such as ISE, NAB, InfoComm, and IBC.
How long is my warranty good for after a repair or replacement?
Your device warranty starts on the date of purchase and the repaired or replaced device maintains that warranty period. If you had 4 months left on the warranty when the device was sent to us, the repaired or replaced device will carry that term left.
I sent in my device, will it be replaced with a new item?
Our support team follows the manufactures process for repair or replacement. If a repair is made to the device it will be fully tested prior to returning to you. You will notice a new S/N device on your existing case. If we need to replace the item, the first option is to send you a remanufactered unit that we have in stock. If we are unable to repair or replace with remanufactured item, we will replace the device with a new product.
What needs to be returned with my device for testing?
We ask that you return any cables that are in use while the device has shown an issue. This will help us to troubleshoot the cause. If the device is an internal card where a PCB is exposed, the device MUST be returned in an electrostatic bag or original packaging to protect the components on the board. If you do not have an electrostatic bag, we will send you one prior to returning the device to us.