Customer Support Portal
Standard Hardware Warranty
Hardware Advance Exchange Warranty Upgrade or Support
Hardware Scheduled On-Site Warranty Upgrade or Support (U.S. only)
Hardware and Software Warranty and Support Terms [pdf]
Customer Support Portal
Perceptive Pixel offers a web portal for Customers to open support tickets for help and to download software updates and fixes. The portal is available 24/7, 365 days a year. If an issue arises, opening a ticket is the first step you must take to obtain assistance. A Perceptive Pixel representative will contact you to assess the problem and then take the necessary steps to resolve the issue. Perceptive Pixel will respond as described below depending on product warranty or support program. If your Perceptive Pixel product is not currently under warranty or support, Perceptive Pixel can quote Time and Material Services to repair.
Click here to log in to the Customer Support Portal.
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Standard Hardware Warranty
All new Perceptive Pixel products have a one-year return to factory warranty. This warranty includes parts, labor and return shipment of product after repair. It does not include duties, customs fees, taxes or related costs. Perceptive Pixel will repair the product within ten (10) business days and return back to the Customer.
Customer is responsible for returning the Perceptive Pixel product for repair, using adequate packaging, either the packaging included with the original product or equivalent. The customer must pre-pay all shipping charges and insure the shipment or accept the risk of loss or damage during transit. The customer is responsible for any duties, customs fees, taxes or related costs.
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Hardware Advance Exchange Warranty Upgrade or Support
Advance exchange provides a quicker response than return to factory. Perceptive Pixel will ship a replacement part in advance of receipt of the defective part or unit within three (3) business days of receipt of an open ticket request for service. Perceptive Pixel will pay for shipping to Customer. Perceptive Pixel will not be responsible for duties, customs fees, taxes or related costs.
Customer is responsible for returning the defective Perceptive Pixel product in the same packaging the Advance Exchange unit was shipped. The customer must pre-pay all shipping charges and insure the shipment or accept the risk of loss or damage during transit. The customer is responsible for any duties, customs fees, taxes or related costs. The defective unit must arrive back to Perceptive Pixel within seven (7) business days after receipt of replacement part for U.S. Customers or fifteen (15) business days after receipt of replacement part for international Customers.
At point of sale (POS), or within 60 days of POS, Customers may upgrade Perceptive Pixel standard warranty to Advance Exchange warranty or they may purchase Advance Exchange support offering after the standard warranty period has concluded.
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Hardware Scheduled On-Site Warranty Upgrade or Support (U.S. Only)
Scheduled On-Site Support includes on-site assistance from a Perceptive Pixel-trained Field Engineer. This service includes travel, labor and parts. Perceptive Pixel and Customer will mutually schedule a time to arrive on site within three (3) business days to perform the required tasks to repair and validate that their Perceptive Pixel product is fully functional. Scheduled on-site support is performed Monday – Friday, 8am – 5pm local time, excluding Perceptive Pixel holidays.
At point of sale (POS), or within 60 days of POS, Customers may upgrade Perceptive Pixel standard warranty to Scheduled On-Site Warranty or they may purchase Scheduled On-Site Support offering after the standard warranty period has concluded.
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