DOA Policy and Procedure
Posted by PVI Support, Last modified by PVI Support on 10 August 2018 03:55 PM

DOA Policy and Procedure


We are sorry to hear that you received a defective product. We have very strict Quality Control procedures in place and verify each unit after production, before shipment of the product.


Because of the nature of electronics, defects are always a possibility, and damage can occur due to incorrect handling of the box during shipment. Sadly, these factors are often out of our control.


Therefore, we are more than happy to replace the unit at no cost to you. A prepaid return label will be sent via the email on file from your order number, directly from UPS. As soon as we receive the unit we will ship you a brand-new unit.


For DOA replacement you must meet the following requirements:

1.       You must have ordered directly from us, and not from any reseller or other retailer.  

2.       You must have opened a support ticket within 21 days of receiving the product, claiming a DOA unit.


If you meet the requirements, the please open a ticket on or update your current one with the following information:

1.       Your order number (AB-XXXXX)

2.       Which product you have

3.       Why you believe it to be DOA

4.       Any steps you took to verify that the product is DOA


Once we have this information, our Tech Support team will assist you as soon as possible.



If you do not meet the requirements listed above, the standard warranty program will apply. In this circumstance, the procedures for replacement are outlined here: Warranty Policy & Procedure 



Thank you again, and we apologize for the inconvenience.


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