PlaneWave warrants your product to be free from defects in materials and workmanship for a period of one year for optical coatings and two years mechanics and electronics from the date of delivery. This warranty does not cover damage resulting from misuse, abuse, modification not authorized by PlaneWave, control systems that bypass PlaneWave’s software, weather or poor environmental control (rain, ice, snow, dust/sand, pollen, power-surges, brownouts, etc.), improper storage, pests, lightning, fire, flood, earthquake, riot, war, or acts of God. Items sold by PlaneWave, but manufactured by a third-party, are warranted by the third-party manufacturer.
How to obtain warranty service:
24” Telescopes and smaller, and L-Series Mounts:
1) Contact PlaneWave to open a warranty-service ticket. This may be done via phone at (310) 639-1662 during normal business hours (M-F, 9AM-5PM Eastern) or via email at support@planewave.com.
2) Work with PlaneWave technical staff to diagnose issue(s).
3) Package and/or crate the product, and ship to PlaneWave, noting the return authorization number you have been issued on the shipping-label or boldly on the exterior of the shipping container. You will be responsible for the cost of shipping the product to PlaneWave.
4) PlaneWave will inspect and determine if the product is defective in either workmanship or materials. If the returned product is determined to be covered by warranty, PlaneWave will repair or replace all or part of the product, quote and charge return shipping costs, and return the product to you.
5) Alternatively, and at PlaneWave’s discretion, you may be shipped the replacement part(s) necessary for PlaneWave technical staff to guide you through minor repair.
CDK700 and CDK1000:
1) Contact PlaneWave to open a warranty-service ticket. This may be done via phone at (310) 639-1662 during normal business hours (M-F, 9AM-5PM Eastern), or via email at support@planewave.com.
2) Work with PlaneWave technical staff to diagnose issue(s).
3) PlaneWave will attempt to determine if the product is defective in either workmanship or materials. If the product is determined to be covered by warranty, PlaneWave will either:
a. (for customers where PlaneWave did not install the telescope) schedule onsite service, for PlaneWave technical staff to perform the repair at customer’s location, with customer responsible for on-site day-rate charges and travel-expenses of PlaneWave staff (or an authorized third-party); or
b. (for customers where PlaneWave did install the telescope) schedule onsite service, for PlaneWave technical staff to perform the repair at customer’s location, at no cost to customer for locations within the US contiguous 48 states). Customers with installed locations outside of the US contiguous 48 will be responsible for travel costs.
c. Alternatively, and at customer’s cost and discretion, the customer may obtain a return merchandise authorization and ship the product to PlaneWave for repair.
Third-party Products:
1) Products manufactured by third parties are warranted by their respective manufacturers.
The Details:
What is covered:
– Optical coatings defects, or any related workmanship defects or deficiencies, for 1 year from the date of delivery
– Mechanical and electronic components, or any related workmanship defects or deficiencies, for 2 years from the date of delivery
What is NOT covered:
– Shipping costs
– Duties, customs fees, or taxes relating to international shipments
– Scratches, chips, or other surface defects in optical surfaces and/or coatings resulting from cleaning or other handling
– Cosmetic wear
– Damage resulting from misuse, abuse, or modification not authorized by PlaneWave
– Damage resulting from customer/integrator bypassing PlaneWave control software, such as using third-party and/or custom control software that communicates directly with hardware controllers; examples:
o Damage due to impact resulting from software not correctly implementing mechanical motion limits
o Damage to motors or control electronics resulting from software overriding motor current limits
– Damage resulting from weather or poor environmental control, including but not limited to rain, ice, snow, dust/sand, pollen, power-surges, or brownouts
– Damage resulting from improper storage, pests, lightning, fire, flood, earthquake, riot, war, or acts of God
– Maintenance, including but not limited to cleaning, collimation, and mechanical lubrication
– Compatibility with third-party equipment and/or software