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Customer Support

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Customer Support 2018-02-12T21:50:15+00:00

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Have a question or comment for our customer support team? You are welcome to contact us here. Questions submitted via this form will enter into our standard queue and will be responded to as soon as possible. If you are a customer with an urgent question, please call us at the number above.

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Customer Support Team

Jill
JillTechnical Support Supervisor
David
DavidTechnical Support Specialist
Daniel
DanielTechnical Support Specialist
Beckie
BeckieSales Support
John
JohnTechnical Support Specialist
Carl
CarlField Service Technician

Warranty & Extended Maintenance

Each one of our products includes a one year standard warranty on all parts, labor and shipping. After the first year, you can extend your purchase warranty or upgrade to Gold Maintenance for ongoing support.

Link4 warrants that the goods sold under this contract will be free from defects in material and workmanship for a period of 12 months after the date of purchase. This warranty will be limited to the repair and replacement of parts and the necessary labor and services required to repair the goods. Link4 shall not be responsible for replacement(s) or repair(s), which become defective from user negligence, modification, abuse and/or any types of improper usage.

If the warranty lapses and there is interest to renew the warranty, a paid site visit will be required before pricing can be provided.

Maintenance Offerings

  • Duration
  • Phone Support (6am – 6pm PST)
  • Priority Phone Support
  • After Hours Emergency Support
  • Training by Phone
  • Screen Sharing
  • Replacement Hardware Cost
  • Replacement Hardware Shipping
  • Replacement Shipping
  • Firmware Upgrade
  • Software Upgrade
  • Site Visit
  • Maximum Renewal Years

Standard 1-Year Warranty

  • 1 Year
  • Included
  • One Business Day
  • Not Included
  • >2 hours
  • >2 hours
  • Included
  • > 48 Hours
  • Ground
  • Included
  • Included
  • Not Included
  • 1

Gold Maintenance Plan

  • 1 Year
  • Included
  • One Hour or Less
  • Included
  • >2 hours X 4 sessions
  • >2 hours X 4 sessions
  • Included
  • > 24 Hours
  • Next Day
  • Included
  • Included
  • Included
  • 5

Return and Exchange Policy

We highly value your satisfaction. If you have issues with products purchased directly from Link4, we will accept returns and exchanges that meet the return criteria set forth below for 30 calendar days from the date of receipt. Link4 reserves the right to deny any return or exchange for any reason.

U.S. Return & Exchange Policy

This return and exchange policy applies only to products purchased directly from Link4 Corporation. Link4 products purchased through other retailers must be returned directly to that retailer and handled in accordance with their respective returns and refunds policies.

To qualify, all returns and exchanges must be in a condition that permits us to resell them (as-new condition) and accompanied by the original sales receipts, the original documentations, instruction manuals, parts and components (including cables and accessories), the original manufacturer packaging, and Return Merchandise Authorization (RMA) numbers issued by Link4 (please see below for more information on how to obtain a RMA number). Failure to include such items may prevent or delay your return, exchange or refund.

Return and Exchange Process

When you make a qualifying return, Link4 will credit the full amount paid, less the original shipping and handling charges, and any applicable restocking fees. We process your refund or credit within 7 business days of receiving your return or exchange and will issue a refund or credit in approximately 2-3 weeks thereafter. Refunds will be made in the same method as payment unless you select to exchange the item or get credit in the amount of the refund.

Products That Are Defective, Damaged, Missing Parts, or Incorrect Order

At Link4, we carefully inspect each shipment to ensure that the product is the correct order and free of defects when it goes out the door. This is our commitment to every customer. If not, Link4 wants to make it right for you.

Please contact the Link4 support department or a Customer Service Representative at 714-975-9474 or support within 5 calendar days of your receipt of any product that is alleged to be defective, damaged, missing parts, or incorrect order. Any claims made after 5 calendar days of your receipt of the product(s) will not be honored. If we conclude that the product indeed is defective, damaged, missing parts, or wrong order as a direct result of a Link4 error, the item will be repaired or replaced and reshipped to you at no charge.

Promotional Items and Bundles

All items included in a promotional product or bundle must be returned together. If an item included in the promotion and/or bundle has been used, the full retail value of the item will be deducted from the refund amount. When a bundle is purchased and only part of the bundle is returned, the bundle discount will be void, and the total bundle discount will be deducted from the refund.

Products Ineligible for Return, Exchange or Refund

All software, customized products, special orders, and items that have been used, altered or show wear or damage are ineligible for return, exchange or refund.

Obtaining a Return Merchandise Authorization (RMA) Number

Please contact the Link4 support department or a Customer Service Representative at 714-975-9474 or email support for a RMA request. Link4 Corporation will not accept any return or exchange postmarked after 30 calendar days from the date of receipt or without a RMA number, so please allow sufficient time for mailing and to obtain a RMA number (which may take up to 5 business days for approval and issuance) for your return, exchange or refund.

Restocking Fees

Unless the return, exchange or refund is a direct result of a Link4 error or factory defective, a 15% restocking fee will be assessed on all opened items. For unopened packages, a restocking fee of 10% or $65, whichever is less, will be assessed, if the package is returned to Link4 within 5 calendar days of your receipt of the package. If the unopened package is returned to Link4 after 5 calendar days of your receipt, the full 15% restocking fee will apply. The restocking fee will be deducted from the credit/refund amount.

Shipping Item(s) back to Link4

If you return an item and the reason for return is not a direct result of a Link4 error or factory defective, the cost of return shipping shall be paid by you.

Link4 recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to Link4 or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking and (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.