Pre-Order Questions

[Megalodon]

I've got just a few pre-order questions.

Generally how long does it take for orders once placed to be processed and filled? Are we charged when the order is placed or when shipped?

Judging from the few posts I've read about customer service, it seems like the service is very good. If a camera is received damaged or becomes damaged, how quickly is a replacement shipped?

[Jim]

Hello:

Thanks for your post. We currently have a 2 week lead time on new OptiTrack orders. We always try to beat our estimates. You are charged when you place the order. If a camera is damaged in shipping, we will work with you and the carrier to fix the issue, if a camera is damaged we will offer to fix it if it can be fixed and you are billed the cost to fix it, if a camera fails under warranty, we will ship you a new one after you send back the failed unit.

We try and be as responsive as possible, companies are often judged by their customer serivce, and mocap is a very unique product!

[Megalodon]

Thanks for the info Jim!

Two final questions.

1. How long is the warranty period?

2. Say for example that I receive my order in October but don't set equipment up till December. If a camera is damaged (an inspection shows no visible damage) will this be covered?

My reason for asking question #2 is that we plan on ordering within the next day or two since I have funds available (and probably won't in two months) but may not be able to set up the system right away.

Thanks!

[VincentG]

1 - The warranty period for the hardware is 1 year.

http://www.naturalpoint.com/optitrack/c ... ranty.html


2 - If the camera is determined to be covered under warranty, then it will be replaced under warranty. We do recommend using the system within the first 30-days, that way you can determine if it will be useful for you, as well as covered under the 30-day return policy.

http://www.naturalpoint.com/optitrack/c ... olicy.html

[Megalodon]

Understood.

Is it possible to... order (for example) today and have my cc charged. And then ask to have it shipped AFTER a certain date which will only then begin the warranty period? I would like to order this week, but not have it shipped until Thanksgiving or thereabouts. Or is this too much of a hassle?

Thanks!

[VincentG]

Not sure, I will ask the sales department -

[VincentG]

We can place the order - and ship it, and we will make an exception to not start the return warranty, until the license has been activated

[Megalodon]

THAT.... is excellent! I am placing my order today.

Thanks Vincent!


Ordered - #xxxxx

[VincentG]

Glad to help out. I also noted in the order notes, to hold off on 30-day, until the software has been registered.

[Megalodon]

Thanks Vincent! Looking forward to getting up and running ASAP.