360 Support and Warranty
360 Standard Support
At Audio-Video360, our commitment doesn't end with a purchase. Whether you're a homeowner or a business owner, our support services are designed to ensure your complete satisfaction. Experience a new level of service excellence with our exclusive membership program. With a full-circle approach encompassing sales, service, support, and installation, count on us to be your trusted partner in audiovisual solutions.
We are here to support you after the sale and installation! Each and every project or install comes with our 360 Standard Support.
360 Standard Support is available via phone or email Monday through Friday 9am to 4pm. We will assist in guiding you through newly purchased Audio-Video360 equipment, installation and user features. 360 Standard Support includes “Next Available Service Call Appointment”.
Standard warranty guidelines and service call fees may apply.
360 Member Support
360 Member Support takes you and your project to the next level of support after the sale.
Included:
360+ Member Support
360+ Member Support is packed with support enhancements and
customer perks.
Included:
360 Remote Access Support
Want a quick fix without having to wait for a service call for the most common issues related to audio, video, network or security electronics? Our 360 Remote Access Support system offers two options!
Self Managed - With the purchase of a 360 Remote Access Support system customers can now resolve the most common issues in real time. Empowering customers to take control, the app based system, access and features allows customers to resolve issues on the fly right from their cell phone or other devices. Great for small business or homeowner projects.
Self Managed $9.99 per month, per location. Ask about multi location
discount programs.
Audio-Video360 Managed - With the purchase of a 360 Remote Access Support system you have all the features of the self managed program. A dedicated Audio-Video360 support phone number with extended support days/times for clients that prefer to be hands off or for those situations where additional support is required. Audio-Video360 Managed is a great option for small businesses, primary residence, vacation properties or if you have a loved one or employees that struggle with today's technology.
Audio-Video360 Managed = $19.99 a month, per location. Ask about multi location discount programs.
Small Business Case - Common issue, point of sale, WiFi or network loses connectivity. Typical solution is an employee must figure out how to hard boot the network by unplugging devices adding risk for additional issues. 360 Remote Access system will allow an employee to hard boot the system from a user app to resolve this issue. Saves time, frustration and money, gets you back
to work quickly.
Common Issue Case - The most common technology issue is devices losing connection. The typical resolution is hard boot or power cycle sequence. This can get confusing for end users to identify which device is experiencing the problem. Our 360 Remote Access system takes away the confusion, frustration and risk of creating additional issues. Simply open the provided app,
360/360+ Member Enrollment Guidelines
360/360+ Member Support eligible enrollment requirements.
New Projects/Installations - Customers must enroll by substantial completion of the project or installation to have the enrollment fee waived. Eligibility requires the project or installation to be an Audio-Video360 approved project. Project documentation identifying the product model and serial numbers with scope of support will be provided. Audio-Video360 reserves the right to decline enrollment of any project, product or installation.
Existing Projects/Installations - Customers may enroll their project or installation up to one year from substantial completion. An enrollment fee and an Audio-video360 project certification demonstrating the project functioning and in good working condition is required. After one year of continued 360+ membership the project is qualified for discounts on products and installation. Project documentation identifying the product model and serial numbers with scope of support will be provided. Audio-Video360 reserves the right to decline enrollment of any project, product or installation.
360 Members Combine and Save
360 Service Call Rates
Standard on-site service call rate = $125.00 for the trip out and up to 30 min of work. $125.00 per hour billed in half hour increments thereafter.
Example 1 - Service call, trip out and 15 min of work completed to resolve the issue = $125.00
Example 2 - Service call, trip out and 1 hour of total work = $125.00 + $62.50 for an additional half hour of work = $187.50
360/360+ Member Support Discounted Service Call Rate = 25% discount
360+ Member Discounts
By taking advantage and joining our 360+ membership you have the best of what we have to offer, including discounts on new product purchases, installation and programming for those items. Audio-Video360 reserves the right to exclude certain products at any time without notice. Currently we do not offer a fixed percent discount on TV’s. TV pricing changes weekly based on each manufacturer's inventory levels, supply and demand. However we will be able to offer a discount on some TVs. Installation, programming, speakers, network gear, audio, video and control systems discounts start at 10% off. Please contact us for additional information. Must be a 360+ member to receive information.
360 Standard Installation Warranty
Our 360 standard installation warranty has you covered. 360 warranties our installation materials and labor for TWO years. This includes installation materials and connections made by our 360 certified technicians only. The 360 warranty comes with our 360 standard support package.
360 Installation Warranty does not warranty manufacturer's products or services.
360 Installation Warranty does not cover tampering, user error, acts of God, customer provided equipment or material.
360 Standard Purchased
Equipment Warranty
Audio-Video360 supports what we sell!. ALL of our resale products from trusted manufacturers are covered by the individual manufacturer's warranty. In addition any product sold by Audio-Video360 carries a 30 day replacement warranty for the defective equipment. Labor for troubleshooting defective equipment and equipment return, installation or programming are also covered for 30 days.
After the first 30 days of the system installation we are here to help and will continue to support your project. Our 360 Standard Support is included should there be a warranty issue with the newly purchased equipment.
360 Standard NON
Warranty Disclaimer
Products provided by the customer/end user do not qualify for the 360 Standard Purchased Equipment Warranty. However customer/end user provided equipment does qualify for our 360 installation warranty and 360 Standard Support. We will offer limited support on customer/end user equipment functions and features as we may not be familiar or certified in said equipment.
Manufacture Warranty Disclaimer
Audio-Video360 resells and supports brands that support their own manufactured products. Individual manufacturers carry various warranties. Example, speaker company “A” may carry a One year parts and replacement part warranty whereas speaker company “B” may carry a five year warranty. What may not be covered by either speaker company “A” or by speaker company “B” is the labor to diagnose a defective speaker, the return authorization of the speaker, the shipping for repair of the speaker or the uninstall and reinstall of
the speaker.
Audio-Video360 has you covered for 30 days from date of installation for advanced replacement of Audio-Video360 sold defective equipment and the labor to diagnose, remove and replace the defective equipment.
We include 120 days of labor for diagnosis, removal and replacement of manufactured warrantied products.
Example - 60 days after install. A speaker breaks. The speaker is covered by the manufacturer warranty. The manufacturer does not cover the labor to diagnose, remove or replace the speaker. The manufacturer only covers the replacement or repair of the speaker.
Audio-Video360 will cover for 120 days from the date of installation the labor to diagnose, remove and replace the replacement speaker.
CONTACT US FOR RELIABLE SUPPORT
While 24/7 support is reserved for members with the premium package, rest assured that we're here to support all our valued clients. Whether you're a member or not, don't hesitate to reach out whenever you need assistance. Contact us for any general audio support, and let us demonstrate our unwavering commitment to your audiovisual experience.