Parts & Service Request Form

An improperly installed camera will not provide the best quality video. Use of proper mounting hardware will ensure consistent performance.

To get the most out of your TotalVision system it’s important to keep all components in good working order. Papertech offers best-in-class parts and spares (for any camera system) as well as service, with overnight delivery to almost all North American locations and 7-10 day RMA turnaround times.

To assist us in sourcing the parts you need quickly, please complete the parts and service request form. Our parts specialist will get back to you with a quote within 24 hours.

You may also contact our parts specialist to request a quote. Please provide us with a system and part(s) description and we’ll get back to you within 24 hours:

Parts department: parts@papertech.ca or
Michael Warner: michael.warner@papertech.ca 

Return Material Authorization (RMA)

If a component should fail:

Please contact our customer technical support line with a description of the problem at:

Toll-free in North America +1-877-787-2737 between 4:00 a.m. to 8:00 p.m. PST.

If a replacement part is required an RMA will be generated and forwarded to you with a shipping package including:

RMA Service Levels

Standard

Upon receipt, Papertech will inspect the part, complete a root cause analysis report, repair the part and return it within 3-5 days of receipt. If the repair is not under warranty, a purchase order will be required.

Advanced Exchange Program

If an essential part should fail, it may qualify for Papertech’s Advanced Exchange Program. Papertech will request a purchase order upon initial customer contact and a replacement part will be shipped within three business days.

The faulty component must be returned to Papertech within 30 days. Upon receipt and inspection, if the part is not warrantied, the customer will be advised of the associated costs.

Shipping

Please ensure all parts are packed properly to avoid non-warranty related damage.

For return material authorization (RMA) inquiries, please contact:
rma@papertech.ca

For service inquiries, please contact:
service@papertech.ca