FRONTSTEPS Hardware Warranty Policy

This page outlines the warranty information for hardware products sold by FRONTSTEPS. Please refer to this with any questions regarding product warranties.

FRONTSTEPS reserves the right to determine whether a product qualifies for a warranty replacement. If it is decided that the returned product is excluded from warranty coverage, FRONTSTEPS will invoice the customer for the replacement.

FRONTSTEPS will notify the customers within (90) days, beginning at the time of issuance of the RMA, if the warranty request has been rejected. The notification will include reasoning for the rejection, as well as an invoice for the replacement item.

The customer then has the following options regarding the removal of the returned product:

1. Customer pays for the defective product to be sent back to their facility.
2. Customer allows FRONTSTEPS to dispose of the returned product.

If one of the above options is not communicated to FRONTSTEPS within (30) days of receiving the rejection notification, FRONTSTEPS will dispose of the returned product.

Please see the Warranty Info section below for warranty restrictions and information.

Warranty Info
Technical Support
RMA Policy and Process
Shipping Policy-Replacements
Damaged Products

Printers/Scanners (Zebra)
Acuant SnapShell Scanner
Controllers/Readers (Infinity)
Readers (BAi)
Controllers/Readers (HID)

Controllers/Readers (Kantech)
App Station (Dell)
Dtek CPU
License Plate Recognition System
Scan Kiosk Replacement Parts (9001-002-01)

Warranty Info

Each piece of hardware has a specific warranty process and coverage. Please note that ALL warranties will be considered void, and customer will be charged for the replacement part, if the item in question is deemed to be:

• Damaged caused by: neglect, misuse, improper handling and storage, lack of maintenance, environmental exposure, operating conditions, and improper installation.
• Damaged caused by: acts of nature such as, but not limited to, flood, lightning, fire, and wind.
• Repaired, tampered with, altered or modified.
• Out of the covered warranty period.

The first action when dealing with hardware issues should be to contact Technical Support. (See below)

Technical Support

All DwellingLIVE, CapSure, and FRONTSTEPS customers may contact Technical Support if they are experiencing issues with any of the below hardware and/or if the item is Dead On Arrival (DOA).

Please contact Technical Support at (800) 992-4384 or at any of the following:

• CapSure – [email protected]
• FS Secure – [email protected]
• DwellingLIVE – [email protected]

Support will provide the customer with a Ticket Number. This number is required to begin the RMA (Return Merchandise Authorization) process.

RMA Policy and Process

If support is unable to solve the issue, and the item qualifies for replacement/repair, please begin the RMA process by emailing Procurement at [email protected] with the below information and Support Ticket Number.

The email should include the following information:
Order Number The Order Number is defined as a Purchase Order number and/or a Sales Order number and can be found on your, emailed, order
confirmation.
Serial Number Please submit the serial number of the unit being returned.

Once the item in question is determined to be under warranty, FRONTSTEPS Procurement will issue the customer an RMA number and send out a replacement product as necessary.

The customer has (30) days from the date of the RMA issuance to return the defective item back to FRONTSTEPS. If the item is not received back within the 30-day period, the customer will be invoiced for the total amount of the replacement, including freight.

RMA Instructions
Please reference the RMA Number issued by Procurement on the Shipping Label and ship to the following address:
Attn: RMA # _____
FRONTSTEPS Procurement
1290 N Broadway
Suite 1400
Denver CO, 80203

Failure to follow RMA instructions could delay the refund process.

Shipping Policy-Replacements

FRONTSTEPS will cover the ground shipping costs for customers receiving replacements. If the customer would like the replacement item faster, they will have the option of paying for expedited shipping. FRONTSTEPS WILL NOT refund the cost of expedited shipping.

Damaged Products

Please check your order immediately upon receipt and notify FRONTSTEPS via [email protected] or (800) 992-4384 ( x8211) if your order arrives damaged. The customer has (48) hours to report any product damage to FRONTSTEPS.

Please send photos of the damaged item(s), including the box the item(s) were shipped in to the above email address. Once received, FRONSTEPS will take the required action to alleviate the problem.

If it is determined that the damage was caused during shipping, FRONTSTEPS will contact the shipping company and file the necessary damage claims. FRONSTEPS will then arrange to have the damaged item(s) returned and replaced for the customer.

Printers/Scanners (Zebra)

Parts Associated with the information below:
• 9002-005-02 – Zebra ET55 Tablet
• 9002-006-02 – Zebra ZQ520 Printer
• 9002-011-01 – Zebra GK420 Printer
• 9002-009-01 – DS8178-DL7U2100SFW Wireless Barcode Scanner

Zebra Support
FRONTSTEPS Support is only able to solve software issues related to Zebra products. If the issue is deemed to be hardware related, please contact Zebra directly.

Zebra Support – (877) 275-9327
https://www.zebra.com/us/en/support-downloads.html

Warranty
Zebra hardware is covered by a 1-year warranty beginning at the date of purchase. Damage caused by neglect, improper handling, or misuse is not covered under this warranty agreement. For full warranty information please visit: https://www.zebra.com/us/en/support-downloads/warranty/product-warranty.html

Acuant SnapShell Scanner

Parts Associated with the information below:
• 9002-012-01 – Snapshell Driver’s License Scanner

Warranty
Acuant hardware is covered by a 1-year warranty beginning from the purchase date of the item. Damage caused by neglect, improper handling, or misuse is not covered under this warranty agreement.

Controllers/Readers (Infinity)

Parts Associated with the information below:
• 9000-066-01 – Infinity, Carina RFID Reader, Range 20-25′ – SC-1000-W
• 9000-067-01 – Infinity, Procyon RFID Reader Range 30-35′ MPN: SP-2000-W12L

Warranty
Infinity Hardware is covered by a 1-year manufacturer warranty beginning at the date of purchase. Damage caused by neglect, improper handling, or misuse is not covered under this warranty agreement.

Readers (BAi)

Parts Associated with the information below:
• 9000-062-01 – BAI, 440 Reader Combo with 24V PS and Wiegand Output

Warranty
BAi hardware is covered by a 5-year warranty beginning at the date of purchase. Damage caused by neglect, improper handling, or misuse is not covered under this warranty agreement.

Controllers/Readers (HID)

Parts Associated with the information below:
• 9000-004-01 – VertX Evo V1000
• 9000-005-01 – HID VertX V100 Reader
• 9000-006-01 – HID VertX Evo V2000 Controller
• 9000-007-01 – HID VertX V300 Controller
• 9000-008-01 – HID iClass SE R10 Mini Reader
• 9000-009-01 – HID iClass SE R15 Mini Reader
• 9000-010-01 – HID iClass SE R40 Wall Switch
• 9000-011-01 – HID iClass SE RK40 Keypad Combo
• 9000-015-01 – HID multiClass SE RP10-Mini Mullion
• 9000-016-01 – HID multiClass SE RP15
• 9000-017-01 – HID multiClass SE RP40
• 9000-018-01 – HID multiClass SE RPK40
• 9000-019-01 – HID ProxPoint Plus 6005 – Mini Mullion
• 9000-020-01 – HID Prox MiniProx 5365
• 9000-021-01 – HID Prox ThinLine II 5395
• 9000-022-01 – HID Prox ProxPro with Keypad 5355

Warranty
HID hardware is covered by a 1-year warranty beginning at the date of shipment. Damage caused by neglect, improper handling, or misuse is not covered under this warranty agreement.

Controllers/Readers (Kantech)

Parts Associated with the information below:
• 9000-136-01 – Kantech KT-1 – 1 Door IP Controller
• 9000-138-01 – Kantech KT-400 Case Only
• 9000-075-01 – Kantech KT-400 – 4 Door Controller Kit
• 9000-076-01 – Kantech KT-300, 2 Door Controller Kit
• 9000-077-01 – Kantech 4 Door Controller PCB Only
• 9000-078-01 – Kantech, 2 Door Controller PCB Only

Warranty
The above Kantech Hardware is covered by a 5-year warranty beginning at the date of purchase. Damage caused by neglect, improper handling, or misuse is not covered under this warranty agreement.

App Station (Dell)

Parts Associated with the information below:
• 9002-004-02 – App Station

Dell Support
Support is only able to solve software issues with Dell products. If the issue is deemed to be hardware related, please contact Dell directly.

Dell Support at: https://www.dell.com/support/home/yu/en/yubsdt1?app=warranty

Warranty
The App Station has a 36 Months Hardware Service with Onsite/In-Home Service After Remote Diagnosis. Please first contact Dell at the link listed above. If Dell is unable to diagnose what is wrong over the phone, they will send a technician onsite to solve the problem. Each customer also has the option to mail the unit to Dell for service.

Dtek CPU

Parts Associated with the information below:
• 9004-005-01 – dTEK Nuvo-2510VTC

Warranty
These parts are covered by a 2-year warranty beginning at the date of purchase. Damage caused by neglect, improper handling, or misuse is not covered under this warranty agreement.

License Plate Recognition System

Parts Associated with the information below:
• 9003-002-02 -License Plate Recognition System, 1 camera license.
• 9003-003-02 – License Plate Recognition System, 2 camera licenses.
• 9003-004-02 – License Plate Recognition System, 3 camera licenses.
• 9003-005-02 – License Plate Recognition System, 4 camera licenses.
• 9003-013-02 – CPU for License Plate Recognition System.

Warranty License Plate Recognition System (excluding CPU)
The License Plate Recognition System (LPR) consists of the following:
1. 1-4 Cameras
2. 1-4 Universal Mount(s)
3. 1-4 Communication Cable(s)
4. 1-4 Power Supply

The above parts are covered by a 1-year warranty beginning at the date of purchase. Damage caused by neglect, improper handling, or misuse is not covered under this warranty agreement.

Warranty License Plate Recognition System CPU
The LPR CPU is covered by a 2-year warranty beginning at the date of purchase. Damage caused by neglect, improper handling, or misuse is not covered under this warranty agreement.

Scan Kiosk Replacement Parts (9001-002-01)

Parts Associated with the information below:
• 9001-004-02 – DS457-SR20009 Mounted Motorola Scanner (Zebra)
• 9001-006-02 – Intel NUC Kit (Scan Kiosk CPU)

Zebra Support
FRONTSTEPS Support is only able to solve software issues related to Zebra products. If the issue is deemed to be hardware related, please contact Zebra directly.

Zebra Support – (877) 275-9327

https://www.zebra.com/us/en/support-downloads.html

Warranty (9001-004-01) Zebra
Zebra hardware is covered by a 1-year warranty beginning at the date of purchase. Damage caused by neglect, improper handling, or misuse is not covered under this warranty agreement. For full warranty information please visit https://www.zebra.com/us/en/support-downloads/warranty/product-warranty.html

Warranty (9001-006-01) Intel
Intel hardware is covered by a 1-year limited warranty beginning at the date of the purchase. Damage caused by neglect, improper handling, or misuse is not covered under this warranty agreement.