Dictation Direct provides extended warranty coverage for certain products sold directly through our company. When coverage is available for a particular product, the option to add warranty coverage will be listed on the product details page as an optional add-on or included in quotes we dispatch. Products are only eligible for coverage if the extended warranty is purchased along with the product intended to be covered. At our sole discretion, we may allow separate purchase of extended warranties up to 14 calendar days after initial purchase.

Extended warranty terms and conditions

Unless stated otherwise on sales orders or invoices, the below terms and conditions apply to all extended warranties sold by Diction Direct.

1. Overview

These Terms (“Terms”) govern the hardware services and, if applicable, accidental damage from handling coverage under extended warranty service contracts that Dictation Direct (“We” / “Us”) will provide you as an entitlement under an extended warranty or maintenance contract (“Plan”) for the product (“Covered Product”) identified on your sales order or invoice as having coverage under an extended warranty. These Terms describe the coverage under a Plan (“Coverage”). Each Plan shall be considered a separate service contract and be valid for a single Covered Product.

2. Coverage Period

Your coverage for each Covered Product purchased will begin on the date you purchase the Covered Product or the date your original Covered Product is shipped from our store or warehouse, whichever is later. The maximum length of time the Plan shall be valid (“Coverage Period”) is determined by the length of time chosen at the time of sale (“Plan Duration”). The Coverage Period for a Covered Product shall end on the earlier of (a) the expiration determined by lapse of Plan Duration time from the beginning of the Coverage Period; (b) the termination of your Plan; or (c) the fulfillment of our obligations under Section 16.

Dictation Direct will periodically determine which products will be eligible for a Plan. To determine product eligibility before making a purchase, please fully review the options listed on the product details page or Contact Us.

3. Manufacturer’s Warranty

Your Plan provides you with benefits that may supplement and be concurrent with the manufacturer’s warranty for a Covered Product. You can therefore file a claim with us for any coverage under the manufacturer’s warranty. If your Covered Product is replaced by the manufacturer, your replacement device will become the Covered Product under your Plan, provided you Contact Us to provide the serial number and any other information requested so that we can properly identify the new device as the Covered Product.

If you come to Dictation Direct for a problem that is covered by the manufacturer’s warranty and by
your Plan, Dictation Direct will process the claim under the manufacturer’s warranty on your behalf. If the claim is denied by the manufacturer, Dictation Direct will treat the claim as being covered under your Plan.

4. Types of Plans

Dictation Direct provides Extended Warranty and Extended Warranty with Accident Coverage service Plans. The types of Plans and duration of Coverage Periods vary by product.

4.1 Extended Warranty Coverage includes services as described in Section 7.1.

4.2 Extended Warranty with Accident Coverage includes services as described in Section 7.1 and accidental damage from handling as described in Section 7.2.

5. Claim Limits

Subject to Section 16 (“Fulfillment of our Obligations”), Dictation Direct will fulfill one replacement claim per Covered Product. Any claim that we successfully process under the manufacturer warranty will not be considered a claim fulfillment.

6. Service Fees

Dictation Direct does not charge a service fee for claims fulfilled through your Plan when the replacement device is being sent to the same shipping address as the original device. At our discretion, we may require an additional fee for processing any claim where the destination address of the replacement device differs from the original order. Additional service fees will be determined at the beginning of the claim process and an invoice will be dispatched in the amount of the additional service fee. Assessed service fees must be paid in full before the claim is processed.

7. What’s Covered

Dictation Direct will, at our discretion, provide you with a remedy as set forth in Section 9 if you Contact Us for return shipping information and we receive your Covered Product at the warehouse address provided to you during the Coverage Period. Limitations of coverage are below.

7.1 Extended Warranty Coverage will provide you with a replacement device when hardware failures result from:

  • Defects in material or workmanship;
  • Normal wear and tear;
  • Defective pixels for Covered Products that have a pixel-based display with three (3) or more defective pixels throughout the entire display area;
  • Battery replacement in devices with a non-disposable battery that fails to hold a charge per the manufacturer guidelines;
  • Remote control / controller replacement applies only to a remote control or controller device that was included with the Covered Product in the original packaging at the time of purchase

7.2 Extended Warranty with Accidental Coverage includes coverage stated in Section 7.1 and applies to operational or mechanical failure cause by an accident from handling that is the result of an unexpected and unintentional event (e.g. accidental drop from elevated heights and spills) that arises from normal daily usage of the Covered Product as intended for such Covered Product. We may ask you to provide an explanation of where and when the accident occurred with a detailed description of the actual event. We may deny your claim if you fail to provide sufficient information relating to the accident when asked. We also reserve the right to determine the applicability of Accidental Coverage based upon the condition of the Covered Product at the time of inspection during the claim.

8. What’s Not Covered

Coverage under this Plan will be denied in the following situations:

  • Cosmetic damage (e.g., scratches, tears, dents and broken casing) that does not otherwise affect or impede its functionality or materially impair its use;
  • Theft, misplacement, reckless, abusive, willful, or intentional conduct associated with handling and use of the Covered Product;
  • Damage caused by accident including but not limited to damage to shelves, bins, knobs, and handles that is not caused by ordinary wear and tear (unless you have purchased Accident Coverage and it is a covered event as per Section 7.2);
  • Faulty installation, repair, or maintenance by anyone other than a Dictation Direct-authorized service provider;
  • Damage to or failure of upgrades or add-on accessories that were purchased separately from the Covered Product (e.g., upgraded memory, non-factory installed components, replacement cords / buttons);
  • Consumer replaceable or consumable items including but not limited to disposable batteries, ear pads, memory cards, cartridges, replaceable indicator bulbs, replaceable cords;
  • Extreme environmental conditions (including extreme temperature or humidity) leading to problems such as external condensation and mold;
  • Acts of God / natural disasters including lightning, fire, flood, earthquakes and other external causes;
  • Use outside of the permitted or intended uses described by the manufacturer;
  • Damage caused by contact with any human or animal bodily fluids and bio-hazardous material/liquids;
  • Damage caused by insect infestation or rodents;
  • Covered Products that have been lost or stolen (this Plan only applies to products returned in their entirety);
  • If the serial numbers on your Covered Product have been altered, defaced or removed or if you submit a claim for a product having a different serial number than the serial number our records indicate for the Covered Product unless you show that you received a replacement product from us under the manufacturer’s warranty;
  • Damage to, or loss of, any software or data residing or recorded in your Covered Product (when providing repair or replacement service, we will use reasonable efforts to reinstall your Covered Product’s original software configuration and subsequent update releases, but we will not provide any recovery or transfer of software or data); If the failures or parts and/or labor costs incurred are the subject of a manufacturer’s recall;
  • Preventative maintenance, including firmware updates, on the Covered Product;
  • Damage that is secondary damage or any damage that would be ordinarily covered under a primary insurance policy (e.g., car accident causes damage to the Covered Product);
  • Protection against any other act or result not covered by this Plan;
  • Any resultant damage to the Covered Product that arises from one or more conditions described
    above;

9. Repair or Replacement of Covered Products

When you submit a claim for a Covered Product, Dictation Direct, at our sole discretion, have the option of:

  • Repairing your Covered Product. Replacement parts utilized for repair service will be, at our sole discretion, new; refurbished; reconditioned; or non-original manufacturer’s parts that perform to the factory specifications.
  • Reimbursing you for the costs towards the purchase of a replacement product of like kind, quality, and comparable performance with a store credit, gift card, or check in an amount not to exceed the Dictation Direct product price, including taxes, of your Covered Product at the time you purchased it.
  • Replacing your Covered Product with a product of like kind, quality, and of comparable performance. If we replace your Covered Product, the following may apply:
    • Technological advances may result in a replacement product with a lower selling price than the original Covered Product;
    • Replacement products may be new or refurbished (at our discretion) which meet the manufacturer’s specifications of the Covered Product or parts;
    • Covered Products and parts which are replaced become our property except where prohibited by law.
    • Replacement products will be subject to the original manufacturers warranty. We may, at our discretion, offer the option to purchase an extended warranty for the replacement device.

10. Obtaining Service and Support

To obtain support, you may Contact Us by phone, live chat, or emailing us at [email protected]. Please provide your name, email address or phone number, and the product you require assistance with. We will make a best effort to help you troubleshoot and resolve issues or provide you with next steps to file a claim if we are unable to resolve the issue.

11. Service Options

In order to properly handle claims, Dictation Direct may require the Covered Product be sent to one of our service centers or warehouses for evaluation. You will be responsible for shipping charges incurred when sending your defective product to us and must use a tracked shipping service and provide us with the tracking number. Dictation Direct will pay for shipping of repaired or replacement products to you when shipped to the same country as the original Covered Product. At our sole discretion, we may charge additional shipping and handling fees if the shipping address differs from the original order of the Covered Product.

12. Your Responsibilities

To receive service or file a claim under the Plan, you agree to comply with each of the terms listed below:

  • You will provide a copy of your purchase, exchange, and service receipts, if requested.
  • You will provide information about the symptoms and causes of the issues with the Covered Product.
  • You will respond to requests for information, including but not limited to the Covered Product serial number, model, version of the operating system and software installed, any peripherals devices connected or installed on the Covered Product, any error messages displayed, the actions which were taken before the Covered Product experienced the issue and the steps taken to resolve the issue.
  • You will follow instructions we give you, including but not limited to refraining from sending us products and accessories that are not subject to repair or replacement service and packing the Covered Product in accordance with shipping instructions.
  • You will make sure to back up software and data residing on the Covered Product prior to obtaining service from us.

13. Plan Transfers and Eligibility of Coverage

We will provide service in respect of the Covered Product to any person that is in lawful possession of the Covered Product. At our discretion, we may ask questions and take steps to verify that the person seeking service is in lawful possession of it and, in some cases, whether the serial number of the device matches our records concerning the Covered Product.

14. Plan Changes

We may, at any time, revise these Terms including the price and applicable service fees, upon sixty (60) days’ written notice to you, or longer if required by law (“Notice Period”). Such notice will be provided in a separate writing or email, or by other reasonable method. If you do not agree to the revised Terms, you may cancel any Plan provided pursuant to these Terms without penalty. If you do not cancel a Plan within the Notice Period, your continued payment of monthly charges (if applicable) or request for service under a Plan after receiving notice of a change in these Terms, including with respect to a change in price or service fees, will be deemed consent by you to be bound by such revised Terms. In any event, you may cancel a Plan at any time in accordance with Section 15.2. If we adopt any revision to these Terms that would broaden your Coverage without additional cost or any increase in service fees, the broadened coverage will immediately apply to any Plans in force.

15. Plan Cancellation

15.1 A plan may be canceled by us for any reason for outstanding amounts due, fraud, material misrepresentation or omission, a substantial breach of your contractual obligations under these Terms including those concerning the Covered Product or its use, or due to an unsafe work environment or conditions, as determined by us. In these cases, we will not be required to provide a written notice to you regarding the cancellation. We may also suspend our obligations under a Plan while a non-payment event exists, including non-payment of fees due for your Plan, if applicable, or any other situation where we have a right to cancel a Plan (e.g., failing to send to us your defective device within a reasonable amount of time.).

15.2 You may cancel a Plan at any time, for any reason, by requesting cancellation in writing via email to [email protected] or by writing us at:

Dictation Direct
615 NW 2nd Ave #14
Canby, OR 97013

Cancellations of a Plan during Coverage Period within the first sixty (60) days of its purchase will be entitled to a full refund. If a Plan is canceled following such sixty (60) day period, you will be given a prorated refund of the portion of your Plan fee that was allocated to pay for protection based on the number of days remaining in the Coverage Period.

16. Fulfillment of our Obligations

Our obligations will be fulfilled in their entirety in respect of a Covered Product if we (a) issue you a store credit, gift card, or check as explained in Section 9 or (b) provide you with a new product as a replacement for your Covered Product per Section 9.

17. Availability of Services

While we try to complete service as quickly as possible, we are not responsible for delays caused by factors beyond our control, including but not limited to manufacturer delays, parts availability, shipping to a regional service facility, Acts of God or other external causes.

18. Limitation of Liability

To the maximum extend permitted by applicable law:

  • We will under no circumstances be liable to you or any subsequent owner for any indirect, incidental or consequential damages, including but not limited to costs of recovering, reprogramming, or reproducing any program or data or the failure to maintain the confidentiality of data, any loss of use, or loss of business, profits, revenue or anticipated savings, resulting from our obligations under this plan;
  • For any single claim (whether we determine, at our sole discretion pursuant to section 9 to repair, replace or issue you store credit or a gift card), our liability shall not exceed the price of your covered product at the time of purchase including taxes; and
  • We specifically do not warrant that (i) we will be able to repair or replace covered product without risk to or loss of programs or data, (ii) we will maintain the confidentiality of data, or (iii) that the operation of the covered product will be uninterrupted or error-free.

19. Bundled Products and Services Discounts

We may discount the price of any Plan or the price of merchandise or other services purchased together with a Plan as part of a bundled offer. If you purchased a Plan and received a discount on merchandise or other services purchased together with a Plan as a result of such a bundled offer and later return an item of purchased merchandise or cancel a service that was part of the bundled offer, any refund you are entitled to will be reduced by the value of the bundling discount received.