Warranty Coverage Policy
Learn more about what your warranty covers and how you can report the technical issues of devices.
Written by Thomas Gipson
Updated at May 8th, 2024
Table of Contents
What Do Our Warranties Cover?
Our IP devices come with a standard one-year manufacturer's warranty which starts from the purchase date of the device. SpectrumVoIP will handle any replacements needed for devices that fall within warranty. Please contact us to begin the Warranty Claim process by calling (469) 429-2500.
It is a common misconception that the lease contract covers the warranty of the phones. There is a section in the lease contract that states otherwise. The lease is simply a finance tool and does not warranty the equipment or determine the length of the warranty.
Example: When you buy your car from the dealership, the factory warranty is not covered by the lease term or the dealership, it is covered by the manufacturer of the car.
SpectrumVoIP offers a special program to all customers that are under a current lease contract. If the phone fails due to defect or mishap/physical damage during the term of the contract that it was acquired with, SpectrumVoIP will replace that phone at no charge to the customer with a same/similar grade-A refurbished model.
WARNING: SpectrumVoIP will not provide a warranty for phones purchased from 3rd party companies.
Phones not provided by SpectrumVoIP through an install, a shipment from our Shipping Department, or a web store purchase will not be covered.
If the device fails due to a defect during the term of the warranty from the acquired date, we will replace that device at no charge with a same/similar grade-A refurbished model.
Does My Lease Count as a Warranty?
There is a common misconception that the lease contract covers the devices' warranty. There is a section in the lease contract that states otherwise.
The lease is simply a finance tool and does not warranty the equipment or determine the length of the warranty.
For example… When you buy your car from the dealership, the factory warranty is not covered by the lease term or the dealership, it is covered by the manufacturer of the car.
How Can I Report a Device's Technical Issues?
If you are experiencing issues with a phone or any other device provided by SpectrumVoIP, it is recommended to place a call to our technical support team by dialing HELP (4357) on a SpectrumVoIP device or calling (469) 429-2500.
On this live technical support call, the analyst assisting you will require the following information:
- The extension number of the user/device experiencing technical issues.
- The MAC address of the affected device. This can be found on the sticker located on the back of the device.
- A good contact number and email address.
To fully explore any issues happening with your device, the technical support analyst you are speaking with may need to…
-
Remotely access the affected device through a remote desktop session.
Note: For them to be able to do this, they will require someone on-site with a PC connected to the same internet network as the device to be on the call.
- Have the caller take a look at how the device is connected.
- Request that the caller move the device around or reconnect the device using different cabling.
- Ask the caller to take pictures of the device and its connections.
What Happens if a Replacement is Required?
If the device is within warranty and experiencing technical issues that require a replacement, a replacement request would be created. Any replacement requests will be handled by our shipping department, who will ship your replacement using a delivery service provider.
Defective phones and other devices that need a replacement will need to be shipped back to SpectrumVoIP once the replacement device is received. Simply box up the affected device in its original packaging with any cabling provided with the device by SpectrumVoIP. Stick the included shipping label to the box and deliver the box to the delivery provider listed on the shipping label.