Service Policy

1. Service Overview

At Videoprosphoenix Photo & Video Gear, we are committed to providing exceptional service for all your photography and videography equipment needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.

2. Customer Support Services

2.1 Contact Methods

• Email: info@videoprosphoenix.com
• Phone: +1 613-910-2764
• Address: 1320 Rue Bélanger, Montreal, QC H2G 1A1, Canada

2.2 Support Hours

Our customer support team is available:

• Monday to Friday: 9:00 AM - 6:00 PM EST
• Saturday: 10:00 AM - 4:00 PM EST
• Sunday: Closed

3. Equipment Repair Services

3.1 Available Services

• Camera and lens repair
• Lighting equipment maintenance
• Audio equipment repair
• Studio equipment restoration
• Electronic component replacement
• Equipment calibration

3.2 Service Timeframes

Standard repair services typically require:

• Initial Assessment: 1-2 business days
• Minor Repairs: 3-5 business days
• Major Repairs: 7-14 business days
• Specialized Equipment: 14-21 business days

4. Warranty Services

4.1 Standard Warranty

All new equipment purchased from Videoprosphoenix comes with:

• 30-day satisfaction guarantee
• 90-day warranty against manufacturing defects
• Free component replacement for missing pieces (reported within 7 days of purchase)

4.2 Extended Warranty

Optional extended warranty services include:

• 12-month extended protection
• Priority repair service
• Free replacement of defective components
• Discount on future repairs

5. Professional Services

5.1 Equipment Maintenance

• Regular maintenance checks
• Equipment cleaning and sanitization
• Firmware updates
• Performance optimization
• Safety inspections

5.2 Technical Support

• Equipment setup assistance
• Technical consultations
• Usage training
• Troubleshooting support

6. Service Pricing

6.1 Assessment Fees

• Basic assessment: Free
• Detailed technical assessment: $40
• Expert consultation: $75

6.2 Repair Costs

• Minor repairs: $50-150
• Major repairs: $150-500
• Custom work: Quoted per project

7. Quality Assurance

Our commitment to quality includes:

• Professional assessment of all repairs
• Quality testing before return
• Detailed service documentation
• Satisfaction guarantee on all services
• Follow-up quality checks

8. Service Requests

8.1 How to Request Service

1. Contact our support team via phone or email
2. Describe the service needed
3. Receive a preliminary assessment
4. Schedule service appointment if needed
5. Approve service quote

8.2 Required Information

• Equipment make and model
• Purchase date and location
• Detailed description of issues
• Service history if applicable
• Preferred service timeline

9. Service Guarantees

We stand behind our services with:

• 30-day warranty on repairs
• Satisfaction guarantee
• Price match on comparable services
• Professional workmanship
• Genuine parts and materials

10. Policy Updates

Videoprosphoenix Photo & Video Gear reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.

For questions about our Service Policy, please contact our customer support team.