Explore our approach to servicing and supporting NEC Display Solutions of America's peripheral products. Should questions or comments arise, feel free to contact us. We welcome your feedback.
Customer Service & Support Service Policies
Warranty Service
Whenever possible NEC attempts to repair defective projector or whiteboard products rather than replace them. Customers should follow the appropriate steps outlined below to initiate a warranty service. Our Technical Service representatives are available Monday – Friday [7:00 am – 6:00 pm CST]. We can also be reached via email at vsd.tech-support@necdisplay.com.
Repair:
- Contact 1-800-836-0655 for warranty support for your NEC projector or whiteboard product. The customer must have the model #, serial # and original proof-of-purchase ready. The helpful technical service and support staff will attempt to correct any minor issues that might be causing the product failure. If the technical service and support representative is unable to fix the issue via phone, the support representative will locate the nearest NEC Authorized Service Center for you to send the unit for service.
- If the unit is under warranty, the NEC Authorized Service Center will require the original proof of purchase to obtain the warranty service.
- If the unit needs service, you will receive a Service Request (SR) number. Please save this number and write it on the outside of the shipping carton to return your unit to the NEC Authorized Service Center.
- Upon completion of the repair, NEC will ship the projector back to you.
Instacare
During the first year of ownership of your projector, you may utilize our InstaCare warranty coverage program. This program offers your choice of 3 business day repair or next business day exchange of your projector. InstaCare offers enhanced fast and flexible service throughout the United States and Canada and is free for the first year of ownership of your NEC projector. All terms and conditions of the standard limited warranty apply.
Please use the following procedure:
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The technician will troubleshoot the projector with you to determine whether the problem is something you can fix yourself or if it needs professional service.
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If Next Business Day Replacement is determined the best service option, NEC will
arrange for a refurbished replacement projector to be sent to you. The replacement will be scheduled for delivery the next business day if your initial call for service is placed before 2:00 p.m. CST. You will be asked for a major credit card number (VISA, MasterCard, Discover, or American Express). Your account must have the available credit for the replacement cost of the projector. Your card will only be charged if you do not return the original projector back to NEC within 21 calendar days of the service call.
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The technician will provide you with a Sales Order/Material Return Authorization (MRA) number. Please save this number to be written on the return documents of the defective projector. You will be given return address instructions during your initial call.
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Remove any accessory lenses, PC card viewers, cables, manuals, and options. NEC will not be responsible for hardware sent in with an exchanged unit.
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Once you’ve received the replacement projector: Simply pack your original projector in the same packaging material in which the replacement projector arrived. Customer is responsible for shipping costs. To avoid processing delays, please write your MRA number on your air way bill. Ship the projector to the specified location to arrive within 21 calendar days of your service call.
Out-of-warranty Service
NEC will continue to service its products, even after the standard warranty expires. In the event that a product fails outside of the warranty period, contact 1-800-836-0655 and the agent will provide you with your out of warranty service options.
Service DOA
On a rare occasion a newly purchased NEC display product is delivered in non-working order. In the event that you suspect you have purchased a defective product, we ask that you immediately contact Technical Support at 1-800-836-0655. One of our Technical Support Representatives will confirm whether the product is DOA and advise how to proceed with replacement. The NEC Display Solutions DOA policy provides for the customer to receive a new product as replacement for the defective peripheral within the first 30 days of purchase as long as the product is considered "current" and units are available. Please note that your original proof-of-purchase will be required in order to facilitate the replacement of any defective NEC display product and is subject to further replacement guidelines.
NEC Display Solutions values the relationships that we have with all of our customers - individuals and corporate customers alike. We constantly strive to provide the level of service and support that is expected of an industry leader. Through our Technical Service and Support (M-F [7am – 7pm CST]), a trained and courteous support representative is available to offer troubleshooting and if applicable, offer one of our service options. In the event that warranty service is necessary, customers will be offered an advanced exchange or a service repair option. Please note that service offering can vary by model and individual customer service program levels.
Explore our approach to service and support!
Limited
Warranty
NEC Display Solutions of America, Inc. (hereinafter "NEC-DS") warrants this Product to be free from defects in material and workmanship and, subject to the conditions set forth below, agrees to repair or replace (at NEC-DS's sole option) any part of the enclosed unit which proves defective for a period of one (1) to three (3) years from the date of first consumer purchase depending on the model. Spare parts are warranted for ninety (90) days. Replacement parts or unit may be new or refurbished and will meet specifications of the original parts or unit.
This warranty gives you specific legal rights and you may also have other rights, which vary from state to state. This warranty is limited to the original purchaser of the Product and is not transferable. This warranty covers only NEC-DS supplied components. Service required as a result of third party components is not covered under this warranty. In order to be covered under this warranty, the Product must have been purchased in the U.S.A. or Canada by the original purchaser. This warranty only covers Product distribution in the U.S.A. or Canada by NEC-DS. No warranty service is provided outside of the U.S.A. or Canada. Proof of Purchase will be required by NEC-DS to substantiate date of purchase. Such proof of purchase must be an original bill of sale or receipt containing name and address of seller, purchaser, and the serial number of the product.
It shall be your obligation and expense to have the Product shipped, freight prepaid, or delivered to the authorized reseller from whom it was purchased or other facility authorized by NEC-DS to render the services provided hereunder in the original package. All Products returned to NEC-DS for service MUST have prior approval, which may be obtained by calling 1-800-632-4662. The Product shall not have been previously altered, repaired, or serviced by anyone other than a service facility authorized by NEC-DS to render such service, the serial number of the product shall not have been altered or removed. In order to be covered by this warranty the Product shall not have been subjected to displaying of fixed images for long periods of time resulting in image persistence (afterimage effects), image burn-in, accident, misuse or abuse or operated contrary to the instructions contained in the User's Manual. Any such conditions will void this warranty.
NEC-DS SHALL NOT BE LIABLE FOR DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, OR OTHER TYPES OF DAMAGES RESULTING FROM THE USE OF ANY NEC-DS PRODUCT OTHER THAN THE LIABILITY STATED ABOVE. THESE WARRANTIES ARE IN LIEU OF ALL OTHER WARRANTIES EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. SOME STATES DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES SO THE ABOVE EXCLUSIONS OR LIMITATIONS MAY NOT APPLY TO YOU.
This Product is warranted in accordance with the terms of this limited warranty. Consumers are cautioned that Product performance is affected by system configuration, software, the application, customer data, and operator control of the system, among other factors. While NEC-DS Products are considered to be compatible with many systems, specific functional implementation by the customers of the Product may vary. Therefore, suitability of a Product for a specific purpose or application must be determined by consumer and is not warranted by NEC-DS.
For the name of your nearest authorized NEC Display Solutions service facility, contact NEC Display Solutions of America at 1-800-632-4662 or email us at
techsupport@necdisplay.com.
Warranty
Service Options
Customers should follow the appropriate steps outlined below to initiate warranty service.
Service DOA:
On a rare occasion, a newly purchased NEC Display Solutions monitor is delivered in non-working order. We work diligently to avoid these situations but, unfortunately, these situations do arise from time to time. Within the first 30 days of purchase, should you experience an issue with your new monitor, we ask that you return the product to the location from which it was originally purchased. This is the quickest and most efficient way to insure that your new product is replaced. A customer who opts for replacement directly through NEC Display Solutions will be required to contact Technical Support at 800-632-4662. Please note that your original proof-of-purchase will be required in order to facilitate the replacement of any defective NEC display product and is subject to further replacement guidelines.
Advanced Replacement:
NEC Display Solutions will replace the defective monitor using our Advanced Replacement Program:
- Contact our Technical Support Hotline at 1-800-632-4662. The customer must have the model #, serial # and purchase date or original proof-of-purchase ready.
- Our helpful agent will attempt to correct any minor issues that might be causing the product failure.
- If the technical service and support representative is unable to resolve the issue, a material return authorization (MRA) number will be issued. Under this option, NEC Display Solutions ships the customer a replacement unit first. A major credit card is needed in order to secure the value of the advanced replacement unit.
- The customer will have 21 calendar days from the date of shipment of the replacement unit to return a unit an NEC Display Solutions authorized return facility.
- The customer is responsible for the freight of the unit being returned (excludes DOA). As long as NEC Display Solutions receives the unit back within 21 days, in good condition, the credit card will be not be charged.
- It is the responsibility of the customer to properly package the return product and ship it to the address provided by the technical service & support representative. Please note that the customer will be held solely responsible for shipping damage that occurs due to the use of any packaging material other than the standard NEC Display Solutions packaging. If applicable, please utilize the advanced replacement's packaging for the return monitor or call Technical Support at 1-800-632-4662 to obtain proper packaging. Click here for instructions on packaging your monitor.
- The MRA number must be prominently displayed. Failure to obtain an authorized MRA number or to clearly label the return product will result in the refusal of the shipment at your expense.
- The replacement product will take on the remainder of your original product's warranty or 90 days whichever is greater.
Service Repair:
Sometimes replacement with a "like new" refurbished product is not possible. In some cases the customer wants to retain their original unit or may not have a major credit card to secure the warranty transaction.
- Contact our Technical Support Hotline at 1-800-632-4662. The customer must have the model #, serial # and purchase date or original proof-of-purchase ready.
- Our helpful agent will attempt to correct any minor issues that might be causing the product failure.
- If the technical service and support representative is unable to resolve the issue, a service request (SR) number will be issued. Under this option, the customer returns the defective monitor for repair and return. A major credit card is not required to obtain a Service Repair.
- Once a SR number has been issued, the customer will be given the address for the NEC Display Solutions Authorized Service Location. The customer is responsible for paying for return freight.
- Please note that the customer will be held solely responsible for shipping damage that occurs due to the use of any packaging material other than the standard NEC Display Solutions packaging. If the customer no longer has the original packaging, proper packaging can be obtained from NEC Display Solutions by calling 1-800-632-4662. Click here for instructions on packaging your monitor.
- NEC Display Solutions strives to keep our repair times to a minimum (on average 2 to 3 business days upon receipt, excluding the necessary shipping time).
If it is deemed unrepairable, NEC Display Solutions reserves the right to replace the product with a "like new" refurbished product that is comparable to the defective product. If applicable, the replacement product will take on the remainder of your original product's warranty or 90 days whichever is greater.
Out-of-Warranty
Service
NEC Display Solutions will continue to service its products, even after the standard warranty expires. In the event that a product fails outside of the warranty period, contact 1-800-632-4662 and a technical service & support representative will provide you with the billable repair options available to you.
Service
Invoice Questions
Please contact 1-877-542-3596 for assistance. Please have your Invoice and/or Order Number handy.
