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Product Returns

Guardian telephones are quality tested prior to shipment from the factory. In the unlikely event of a malfunction, Guardian follows a three step procedure. Step I - On-Site Correction Each Guardian telephone is in full working order when shipped from the factory. Given the rugged nature of the telephones, shipping is unlikely to damage a unit. The most common source of difficulties with a new telephone is improper installation in one of two ways: incorrect wiring connections or connection to an incorrect power source. Telephone wiring needs to be properly connected to the on-site wiring. Correct wiring instructions are shown in the user manual included with the telephone. Connecting a telephone to a standard power source, rather than telephone power, will trigger the telephones internal, user-replaceable fuse. In the event of fuse burn-out, disconnect the telephone from the power source, replace the fuse, and reconnect following the wiring diagrams provided with the telephone. Step II - Return Materials Authorization (RMA) When the telephone has been installed, following user manual instructions, and the unit fails to operate, the user must contact Guardian Telecom to obtain authority to return the telephone. After providing information on the telephone owner and the nature of the problem, Guardian will issue a Return Materials Authorization number to be shown on documentation returned with the telephone. You can either call or email for an RMA number and the RMA number will be e-mailed to you. In addition to the RMA number, shipping documents should include name, address and telephone number of the owner along with contact information for the person responsible for the repair and/or the user who identified the malfunction. (Where a telephone is being returned for repair from outside of Canada, customs documentation must show the telephones serial number, date of export [date of purchase], and a notation that the equipment is: Canadian goods returning.) NOTE: Guardians hazardous area telephones, such as the 401, EP600 and EP700, are NOT user-serviceable. In the event of malfunction, after correct installation, these telephones must be returned to the manufacturers authorized service centre. The telephones must NOT be opened by the user. Opening a hazardous area telephone voids the telephone’s warranty and safety approvals. Safety approvals are valid only when repairs are performed by a factory authorized service representative. Step III - Factory Authorized Service Once received each telephone is carefully inspected and tested. If the telephone is under warranty, repairs are completed and the telephone is returned to its owner, generally within 48 hours of receipt by the factory. A telephone subjected to intentional abuse or beyond the warranty period will be evaluated. The service department will provide the owners representative with a repair cost estimate. Once approved, repairs are completed and the telephone is returned, generally within 48 hours. [ Back to Products ]