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Please read the entire page before submitting an RMA request.
REPAIRS/REPACEMENT OF HARDWARE IN NORTH AMERICA: This information and the instructions below are for generating an RMA number for customers in the United States, Canada and Mexico only. This RMA process is only for the repair or replacement of defective Pinnacle hardware.
REPAIRS/REPACEMENT OF HARDWARE OUTSIDE OF NORTH AMERICA: See the links at the bottom of this page.
REFUNDS: If you are looking for a refund please view the Pinnacle Refund policy and follow instructions there.
PARTS: If you are missing a part or have a defective CD, cable, etc. contact Support via email or phone. Click here to view the Support contact information for North America.
OUT OF WARRANTY HARDWARE: Pinnacle's hardware warranty is 2 years. If your product is out of warranty, we recommend you purchase
a newer model of hardware.
Click here to go to our eStore or contact our Sales department at 800-949-2843 to inquire about upgrade policies and prices. Customers that purchase upgrades to our latest version of software can typically also upgrade their hardware at the same time.
BASIC PROCEEDURE TO GET REPLACEMENT HARDWARE
1. With the help of Support, make sure the hardware is defective.
2. Read these instructions and fill out the RMA form.
3. Ship back the necessary items to the RMA address with the RMA number given on the RMA confirmation page or confirmation email.
DETAILED RMA PROCEDURE: The procedure outlined below is for Repair/Replacement only.
1. CONTACT SUPPORT FIRST: All customers should contact support first, before submitting a request for an RMA. Most failures are not hardware failures but are configuration issues. We want to avoid having customers with the same problem with replacement hardware, when it could have been solved by contacting support via an email or call or by reading an FAQ. To contact support you have the following options:
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1. Discussion forums. Pinnacle sponsors user support forums for most products. Customers can search the forums for particular words or phrases. Customers can also post their questions and get assistance from other users.
- Go to the Pinnacle discussion forums
- Create a webboard log-in (which is different than your registration Customer Care ID or your email User ID) by clicking on "Sign Up " at the top of the page.
- Search by clicking on "search" at the top of the page.
- Open the forum that matches where your failure is occurring,
o Examples: Setup/Install, Capture, Edit, Make Movie, etc.
o See if any thread title matches your issue.
o Post your problem or question by clicking the "Start a New Thread” icon at the top of the page.
2. Knowledgebase: There are nearly 4000 technical documents covering a wide range of issues. Most likely, your issue is covered here. We are constantly adding new documents every week.
- Go to the Pinnacle Systems Knowledgebase
- Choose your product.
- On the Answers tab, type a short description of your issue in the "Ask a short question field"
- Click Search
- View the documents that the search returns to solve your issue. You can also try searching a different phrase if you don't see any relevant documents.
3. Email. The "Ask a Question" tab in the Knowledgebase allows customer to submit email incidents to our support agents.
4. Live Chat. The "Live Chat" tab in the Knowledgebase allows customer to submit email incidents to our support agents.
5. Call support. Click here to view the contact information for support |
2. How to get your defective hardware exchanged with a replacement... (Hardware only )
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1. Check with your dealer if it is possible to directly exchange your product with them.
2. If you have verified with Support that the hardware is defective and your dealer cannot replace it, then you have to request an RMA number from Pinnacle before sending back the defective product for exchange from our Service department.
3. Please fill out the form on the next page completely and correctly to avoid delays. We want to process your RMA request as quickly as possible. |
NOTES:
SERIAL NUMBERS: This is a required field on the RMA form. Typically the serial number is found on a label stuck on the back of the hardware (PCI board or external case).
SHIPPING CHARGES: The shipping cost to send in the RMA product to Pinnacle is the customer's responsibility. Pinnacle will pay the return shipping cost to return the product to you.
THE PINNACLE RMA ADDRESS AND RMA NUMBER: These will be given to you after completing the RMA form on the next page.
ADDITIONAL ITEMS TO BE SENT BACK WITH YOUR RMA: Please include the following with your RMA shipment
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· your RMA number and full address (We recommend you print the RMA form page)
· a copy of your Proof of purchase, (i.e. store receipt, invoice, etc.)
· a full description of the problem with the hardware.
· Tech support incident number, if available.
· The defective hardware. In order to get a expedite the exchange, please only send the hardware to the address which will be given to you with the RMA number. DO NOT send packaging, software CD's, manuals etc. Packaging will not be returned.
· If the defective hardware is an external device, make sure to send back its power supply since that could be part of the problem.
· If you feel that the cable (i.e. USB, firewire, audio, video, etc.) that came with the Pinnacle hardware is also defective, please include it in your shipment, with a note in your RMA |
SHIPPING METHOD: We recommend you ship the product to Pinnacle via a traceable/trackable method. Examples would be UPS, FedEx, US Postal Service Registered or Return Receipt. You may want to consider insuring it for the value of the product. Pack the product securely so it will not be damaged in transit. Pinnacle Systems is not responsible for damage or lost shipments.
RMA TURNAROUND TIME: Pinnacle will ship an equivalent product after receipt of the defective product. This process can take 3 - 4 weeks. To minimize the turnaround time, we recommend you ship the RMA to us via a 1 - 3 day service to minimize shipping delays. Pinnacle will ship the replacement back to you via a 3-day delivery service.
RMA PAPERWORK: Keep a copy of all of the paperwork you sent in on your RMA. When you receive the replacement, keep the shipping document that comes with it. It will act as a warranty document for the RMA.
REMINDER #1: Please only return the board (or the box). Don't send the glossy box, software CD's, manuals etc. This will not be returned.
REMINDER #2: If you feel that the cable (i.e. USB, firewire, audio, video, etc.) that came with the Pinnacle hardware is also defective, please include it in your shipment, with a note in your letter.
Click here if you live in North America (USA and Canada)
Click here if you live in Europe
Click here if you live in Asia or Australia
Click here if you live in Latin America or South America