Policies

Repair Information | Exchange Policy | Service Contracts | Discontinued Products

Repair Information

Should you experience difficulties with your DynaVox device, our technical support representatives will work with you to troubleshoot the problem and exhaust all possible remedies before asking you to return the device to DynaVox Technologies for repair service. In many cases, we are able to resolve the issue over the phone.

If it is determined that your device must be returned for repair, a Repair Authorization (RA) number is issued. This number provides our repair technicians with specific information regarding the nature of the problem and allows them to complete the repair as quickly as possible. The RA also ensures that we have all of the proper contact information before the device is received and/or repaired. Repairs for devices that are not covered by a warranty can be paid for by check, money order, purchase order or major credit card (Visa, MasterCard and Discover). If you plan to pay for a repair with a purchase order, please be prepared to supply information regarding the institution issuing the PO, name and phone number of primary contact and billing address.

If the repair will be funded by Medicaid, Medicare or another third-party insurer or agency, you must speak with a Funding Coordinator who will release the RA number once the proper information has been obtained to facilitate the funding process.

The customer is responsible for all shipping costs associated with shipping products to the DynaVox Technologies Pittsburgh, PA-based manufacturing and repair facility for repair.

Exchange Policy

Card Exchange Policy and Process
Should one of our Technical Support Representatives determine that your system card must be exchanged, DynaVox Technologies will provide a new card (free of charge) and a shipping label to return the original card. To be able to continue this service, it is imperative that customers return the original card to DynaVox Technologies using the shipping label enclosed with the replacement card.

Cards are generally shipped via UPS two-day service.

Software Revisions
Revisions to DynaVox Series 4, V/Vmax, M3, Palm3 and software are made available from time to time. These revisions are provided to our customers at no charge.

Software revisions generally require a Windows®-based personal computer, and/or USB storage drive and/or a transfer cable. If you do not have a transfer cable or USB storage drive, replacement cables and USB storage drives may be purchased by calling our Inside Sales Department at 1-866-DYNAVOX.

Returns and Exchanges
All products sold by DynaVox Systems, LLC are backed by a 30 day return policy. All returns require prior authorization by DynaVox Systems Management within 30 days from the date the product was shipped from DynaVox Systems, LLC Pittsburgh, PA. All approved returns must be shipped at Buyer's cost, and all items must be properly packaged as instructed by DynaVox Systems, LLC. Product returns, which are not approved, will not be accepted by DynaVox Systems, LLC.

This 30 day policy does not pertain to Special Ordered Parts. All products which are not considered a stocked item of DynaVox Systems, LLC are considered a special order and are non-returnable, non-refundable unless expressly authorized by DynaVox Systems Management. No exceptions will be made

Service Contracts

Rest easy with DynaCare®
Every DynaVox device purchase includes a one-year, all-inclusive DynaCare Certified Unlimited Guarantee™. This guarantee becomes effective on the date the product is shipped from DynaVox Technologies' Pittsburgh, PA manufacturing facility to the customer, and provides coverage free-of-charge for repair or replacement of parts, labor, and return shipping on:

• All hardware repairs to the base unit,
• Memory card (where applicable),
• Battery for one year from the date of shipment (excluding theft or loss).

Coverage is not provided if the device is lost or stolen. The warranty does not apply to cosmetic damage that does not otherwise affect the functionality of the device. The warranty is void if the product has been disassembled. Repair or replacement with new or refurbished equipment is at the sole discretion of DynaVox Technologies. DynaCare contracts are non-transferrable and apply only to the original client or payer of the device.

Extended Service Contracts
DynaCare Certified Unlimited Guarantee extended service contracts help to ensure that unexpected repair bills never strain your budget. Available for purchase year-by-year or in money-saving, multi-year packages, DynaCare extended service contracts allow you to extend your original, all-inclusive guarantee on your DynaVox device years beyond the expiration date of your original DynaCare Certified Unlimited Guarantee. Our information sheet has pricing for all device extended warranties.

Please note: If your DynaCare coverage has expired there will be a mandatory inspection and reinstatement charge. If the device is found to be in need of repair during the inspection, any repairs needed must be performed and payment must be received at DynaVox Technologies before additional DynaCare coverage may be purchased.

† DynaVox Technologies reserves the right to substitute products of similar size, weight and function when necessary.

Discontinued Products