Who is this article relevant to?
This is for anyone who's looking to order or already owns a Rokoko Smartsuit Pro II.
Which product is this article relevant for?
Smartsuit Pro Smartsuit Pro II Smartgloves
We are committed to providing top-quality products and ensuring your satisfaction. We are pleased to offer a 1-year warranty on all electronic components of the Smartsuit Pro II, which includes sensors, the hub, and cables. This warranty is effective from the date of delivery.
Within the warranty period, Rokoko will cover the cost of shipping for any necessary repair kits or sending the Smartsuit Pro II for in-house repairs, ensuring that your product functions at its best.
Please be aware that any removal, replacement, or tampering with electronic components without the advice or instruction of the Rokoko Support Team will void the warranty. We highly recommend contacting our Support Team for guidance on any electronic component-related issues.
Extending Your Warranty
If you wish to extend your warranty for an additional 1 year, you can do so by sending an email to firstname.lastname@example.org to request an extension. It's important to note that warranty extensions are only available when purchasing the hardware or within 10 days of delivery.
We are dedicated to providing you with exceptional products and service. If you have any questions or require assistance regarding your warranty or our products, please don't hesitate to reach out to our Customer Support team at email@example.com.
At Rokoko, we understand that sometimes electronic components may require repair, even after the warranty period has expired. To provide you with the best service possible, we offer out-of-warranty repair options for your Smartsuit Pro II.
Fixed Repair Costs
For products that are no longer covered by the warranty, a fixed cost will apply for in-house repairs based on the extent of the repair needed:
- Minor Repair: This category includes repairs involving issues such as diagnosis and repair time, cables, and only one sensor, or calibration adjustments. The cost for minor repairs is $150.
- Major Repair: Major repairs encompass more extensive issues, including diagnosis and repair time, cables, hub repair, more than one sensor, or calibration adjustments. The cost for major repairs is $250.
Please note that in some cases, repairs may require special attention or incur additional costs based on the specific nature of the repair needed. Special repair charges can vary, and our Customer Support team will assess and communicate any such charges before proceeding with the repair.
Additionally, customers have the option to contact our Customer Support team to prepare a Repair Kit, which may include cables and sensors at an additional cost. Customers taking this approach are responsible for self-repairing their product using the provided Repair Kit with instructions from our Customer Support team.
We want to ensure that you have the flexibility to choose the most suitable repair option for your needs. If you have any questions or require further assistance regarding repairs, special charges, or Repair Kits, please do not hesitate to contact our Customer Support team.
Shipping and Responsibility
It's important to note that products undergoing out-of-warranty repairs and Repair Kits will be shipped at the customer’s expense, to and from Rokoko. This means that the responsibility for unloading, packaging, labeling, freight, customs clearance, duties, and taxes falls upon the customer.
While Rokoko can assist you in generating shipping labels at a cost, you will be responsible for coordinating the pick-up and shipment with the selected carrier. We are here to support you throughout this process to facilitate the return of your product.
We value your trust in Rokoko, and we are committed to ensuring that your Smartsuit Pro II continues to serve your needs. If you have any questions or require further assistance regarding out-of-warranty repairs, including the possibility of special repair charges, please do not hesitate to contact our Customer Support team at firstname.lastname@example.org.