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Customer Support Center

 

Customer Service:

If you need to speak to a customer service representative for any reason, please call 602-248-8477.
If you prefer to send us an email, please send your enquires to This email address is being protected from spambots. You need JavaScript enabled to view it.

 


 

Technical Support:

Phoenix Surveillance provides technical support for the products that we sell at no charge to our customers. There is a capped limit of 30 minutes of free technical support per customer. This is to prevent our support staff from being overwhelmed, but we do try to provide each customer with as much time as they need to get their equipment working properly. On the other hand all customers receive unlimited free technical support via email.

We do not support networking devices or configuration for products that we do not directly sell. If you would like help configuring your router or network, you will need to purchase your networking products directly from us since there is literally thousands of networking devices out there each with different configuration settings.


 

Warranty Information:

INSTALLATION WARRANTY:
All installations performed by Phoenix Surveillance using merchandise from or supplied by Phoenix Surveillance are warranted to be free of defects arising from labor provided by Phoenix Surveillance. This warranty is limited to the original purchaser of the merchandise and services. To obtain service, contact Phoenix Surveillance at 602-248-8477 or email your enquires to This email address is being protected from spambots. You need JavaScript enabled to view it.

LIMIT OF LIABILITY:
The sole and complete responsibility of Phoenix Surveillance under this warranty shall be to restore the wiring, connections, and other installation elements to their original working condition. Nothing in this warranty applies to the merchantability, suitability, or operability of components. Components are covered separately under manufacturer warranties, which have their own limitations and conditions. Introduction of any component not sold and installed by Phoenix Surveillance, or alteration of the installation in any way other than original installation performed by Phoenix Surveillance voids this warranty.

WHAT IS NOT COVERED:
1. Incidental or consequential damages arising out of the use or inability to use a unit covered under the manufacturer warranty.
2. Damage from third party actions (fire, vandalism, theft, etc.) or acts of God, or damage by power surges.
3. Damage from accident, abuse, misuse, introduction of foreign objects into the covered unit, or modifications or alterations made to the system not specifically recommended or authorized by Phoenix Surveillance, or damage from failure to follow instructions.
4. Repairs necessitated by work improperly performed by an unauthorized dealer or repair/service company.

CONDITIONS OF SALE:
Phoenix Surveillance makes every effort to provide quality installation with certified installers and professional-quality materials. In the event of damage due to negligence, Phoenix Surveillance shall be liable to restore the job site to its original condition as best as possible. Extra charges may be incurred due to additional parts or unexpected labor. These charges will be consulted to the buyer during/or before the installation process. If extra charges are encountered, then the purchaser must agree to pay these charges. Failure to pay for these charges could result in removal of the equipment. Due to the complexity of various installations, Phoenix Surveillance reserves the right to substitute components of equal or higher value to complete an installation. All purchases must be paid in full prior to leaving the job site. Refusal to pay will result in removal of all products and charges for labor incurred at the rate of $75 an hour. Manufacturer’s warranties do not cover the cost to remove and replace defective components for warranty repair. Established hourly labor rates will be charged on all manufacturer warranty work performed.


 

Shipping Info and Policy:

Your order is gets processed by our Credit Card Department to ensure that the payment method is valid, and you are authorized to use this payment method. Once your order has been processed by our Credit Card Department, it is sent to our warehouse for shipment.

NOTE - We do not charge your credit or debit card until your order is shipped. Please note, credit card processing can take up to 3 business days depending on the Credit Card Department Review. Further, for security reasons, a phone confirmation may be required before we can process your credit card for payment.
If the item(s) on your order are in-stock, we will ship them as soon as possible from our warehouse or from one of our Distribution Warehouses located throughout the United States. If the item(s) on your order are out of stock, they will be shipped from our distributor's warehouse.

TRANSIT TIME
UPS Ground: 3 - 8 Business Days
UPS Second Day: 2 Business Days
UPS Next Day Air: 1 Business Day

Note: Saturday & Sunday deliveries are not available.

TOTAL TIME FOR DELIVERY
The time it takes to get payment authorization, order processing, and the transit time from the carriers can be anywhere from 24 hours to 10 days for in-stock items.

SHIPPING AND HANDLING RATES
ACTUAL WEIGHT of your shipment and the TYPE OF SHIPPING SERVICE that you specify (ground, air or overnight). Shipping and handling charges will be applied to all orders placed with us. If your order must be shipped in multiple boxes or in separate shipments in the event an item is not in stock and must ship at a later date, shipping and handling charges for the entire order will be assessed at the point when the first item is shipped. We charge only ONCE for shipping and handling, for the entire order. Should you have any questions or concerns regarding these charges, feel free to email us.