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Warranty Information

THINGS ALWAYS HAPPEN. STAY A STEP AHEAD WITH CODE.

If you are actually using your products then issues just happen. It’s time to think about product warranties and on-going technical support. With three levels of warranty coverage alongside an à la carte menu, you can be sure we have something that suits your needs. For starters, each product comes with a standard warranty but varies in length as stated in the following three tables.

Along with Code’s standard warranty coverage for all Code products (details above), there are also warranty add-ons known as Elevated and Peak. These packages extend the warranty duration and include service upgrades. Here’s the scoop:

  • Elevated coverage extends the warranty one year, and includes accident forgiveness and expedited RMA turnaround
  • Peak coverage extends the warranty two years and includes accident forgiveness, advanced replacement, and cable management(7).

The table below presents warranty coverage term by product.

Product Standard Warranty
(2, 3, 4)
Extended Warranty
Elevated (2, 3)
Extended Warranty
Peak (2, 3, 4)
CR950 5 years Not Available Not Available
CR1100 2 years 3 years 4 years
CR1500 5 years Not Available Not Available
CR2600 3 years 4 years 5 years
CR2700 3 years 4 years 5 years
CR5000 3 years 4 years 5 years
CR6000 3 years 4 years 5 years
CR7018 1 years 2 years 3 years
CR8000/CR8200(5) 1 years Not Available Contact Code
Serialized Accessories(6) Serialized Accessories have the same duration as the Standard Warranty for the barcode reading product when purchased kitted with the product (Single SKU for both the product and the Serialized Accessory). 1 Year if purchased seperatly.
Battery Packs/Handles 1 year
Un-Serialized Accessories 30 days
Software (Installed on Reader) Software that is shipped installed on a product has the same duration as the product.
Software (Shipped Separate) 1 Year unless the software license applicable to the software provides otherwise.

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Notes:
(1) Warranty on all products begins upon shipment to End User. In the absense of a valid warranty registration the Warranty will begin on the last product shipment date in Code’s records.
(2) North America is United States, Canada, Mexico.
(3) Europe is the European Economic Area.
(4) Middle East is Bahrain, Cyprus, Egypt, Israel, Jordan, Kuwait, Oman, Quatar, Saudia Arabia, Turkey, U.A.E., Yemen.
(5) Warranty on engines begins upon shipment to the OEM unless the OEM contract provides otherwise.
(6) Serialized Accessories excludes battery packs and handles, examples of Serialized Accessories are: chargers, bases and modems.

For Standard Warranty coverage for other georgraphies contact Code.

CodeComplete™ Product Service Plans

SERVICE PLANS PROVIDING THE FLEXIBILITY YOU NEED.

Code is committed to providing an outstanding level of service tailored to your needs. Our CodeComplete service program offerings are available for all barcode readers only excluding engines, CR9XX series readers and serialized accessories (excluding batteries) kitted with the covered readers.  CodeComplete product service plans must be purchased with, or within ninety (90) days of, the purchase of the covered barcode readers.

This plan is now discontinued and has been replaced with CodeComplete service plans (see below).

  • Access to Code’s Knowledge Database.
  • Access to Code’s Advanced Support Portal.
  • Level 1 Discount on Non-Covered Repairs during the Warranty Period, including accidental damage and abuse.(1)
  • 10% Discount off of list price on replacement accessories.(1)

This plan is now discontinued and has been replaced with CodeComplete service plans (see below).

  • Access to Code’s Knowledge Database
  • Access to Code’s Advanced Support Portal
  • Level 2 Discount on Non-Covered Repairs during the Warranty Period, including accidental damage and abuse.(1)
  • 20% Discount off of list price on replacement accessories.(1)
  • Loss Theft Replacement Discount.(1)
CodeComplete Service Packages
  • Code Complete One Year Warranty Extension
  • Access to Code’s Live Technical Support
  • Access to Code’s Knowledge Center
  • Access to Online Firmware Updates
  • Access to CortexTools™
  • Code Complete Accident Forgiveness Coverage
  • 5-Day RMA Turnaround Time with 3 Day Shipment(3)
  • Code Complete Two Year Warranty Extension
  • Access to Code’s Live Technical Support
  • Access to Code’s Knowledge Center
  • Access to Online Firmware Updates
  • Access to CortexTools™
  • Code Complete Accident Forgiveness Coverage
  • Code Complete Advance Replacement with 1-Day Express Shipment.(3)(4)
Warranty Extension Plans

Available for all Coverable Readers with a standard warranty duration of 4 years or less. Extends standard warranty by one year.

Available for all Coverable Readers with a standard warranty duration of 3 years or less. Extends standard warranty by two years.

Expedited RMAs
  • RMA Turnaround Time is reduced from 10 business days to 3 business days.
  • Return Shipment is UPS 3 Day Select® or equivalent.
  • Advancement replacement of failed barcode readers.
  • Shipment of advance replacement barcode reader is UPS Next Day Air Saver or equivalent.

If you are in need of sending us product please follow these RMA Instructions.

Additional Coverage Option

Customers may receive a one-time refurbished replacement if the covered unit is stolen, lost, or returned with damage that voids the warranty. Accident Forgiveness Coverage is for the barcode reading product only and does not apply to accessories.

Customers who have over 100 Code barcode readers in service are eligible to purchase a Code Complete Spares Plan.

Refurbished Barcode Readers, up to 5% of the quantity in service, may be purchased at a discount to form an on-site pool of Barcode Readers ready to be swapped into service in the event a Code barcode reader fails. Code will assign a spares pool coordinator to help with returning failed units and replacing spares pool units.  Customer is required to report monthly on status of units in spares pool.

Customers may receive a one-time refurbished replacement if the charging contacts of the covered CR2600 unit or charging base is damaged due to chemical wear or corrosion during the warranty term of the unit. Chemical Damage Coverage is for the barcode reading product only and does not apply to accessories

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Notes:

(1) Coverable Readers includes all of Code’s barcode readers excluding: CR9XX, CR15XX, CR43XX, and engines (CR8XXX).
(2) Contact Code’s Support Team for current prices and discounts.  Prices are subject to change without notice.
(3) 1 Day Express and 3 Day Shipment are not available for all geographies and may be affected by international custom clearance procedures.  Contact Code for additional information regarding specific countries.
(4) Code will only advance-ship a replacement barcode reader if the problem with the unit under warranty cannot be repaired by the customer with Code Support personnel assisting with remote problem diagnosis and repair.  Code may withhold approval of advance replacement shipping if customer fails to reasonably cooperate with Code’s remote diagnosis and repair process or has failed to return RMA units for which replacements have previously been sent.  Replacement units approved for shipping after to 12PM MST will be shipped on the next business day.  Shipping may be delayed if the replacement unit requires custom software or configuration or if replacement units are not available in inventory.  Code may not have units available for next day turnaround of advanced replacement if units are collected and submitted for RMA in bulk.  Customers should submit RMA requests as soon as possible after a unit failure.
(5) Accident Forgiveness Coverage is not available for Sleds (products which encapsulate a mobile device such as the CR 44XX, CR43XX, CR70XX) or accessories.  Replacement is limited to one replacement during the warranty period.  Replacement units may be a repaired or refurbished unit at Code’s discretion.  The replacement unit is warranted for the remaining duration of the warranty period applicable to the replaced unit.
(6) Requires a Code Complete Spares Plan contract with Code.  Spares pools are only available in certain regions.
(7) Chemical Damage Coverage applies only to the charging contacts of the CR2600 and an associated charger.  Replacement is limited to one replacement during the warranty period of the reader or charger.  Replacement units may be a repaired or refurbished unit at Code’s discretion.  The replacement unit is warranted for the remaining duration of the warranty period applicable to the replaced unit.

CodeComplete Professional Services Available

SKU: SP-SURVEY

Price is Per Day based on quantity of units to be installed.

Service Description:  Code will schedule an on-site survey and prepare a ‘Site Survey Report’ including: Facility, department, room/area location, and asset tag information related to the location where each product is to be installed. List or products, including accessories, to be installed in each room and/or area, including, if applicable, the customer’s asset tag ID where each product is to be installed.

Customer is responsible for providing knowledgeable personnel to escort Code personal to all areas needed for completion of the Site Survey and answer all questions regarding the customer facility and product needs reasonably required to completion of the Site Survey within the time designated.

Customer is responsible for purchasing additional days (SKU: SP-SURVEY) at least one day in advance if additional on-site time will be required to complete the Site Survey due to customer not providing Code  with prompt access to the required facilities and information.

SKUs: SP-INS-1400 | SP-INS-2600 | SP-INS-4400 | SP-INS-2700 | SP-INS-7000

Price is per day based on quantity of units to be installed.

  • 100 Unit minimum for United States locations
  • 500 Unit minimum for locations outside of the United States.

Service Description: Code will install all products listed in the ‘Site Survey Report’ at the applicable locations. Installation includes loading firmware (if applicable) and testing output data parsing for each barcode reader. Connectivity for Bluetooth® barcode readers will be tested.

A site survey report is required prior to installation. Customer is responsible for providing an appropriate location for unpacking, assembly, and staging of products. Customer is responsible for providing knowledgeable personnel to escort Code personal to all areas needed for completion of the installation within the time designated. For mobility devices, product assembly includes loading customer-provisioned mobile telephones into the Code products and verifying communication between Code and customer devices.

Customer is responsible for purchasing additional days (SKU based on unit as listed above) at least one day in advance if additional on-site time will be required due to: i) a customer provided Site Survey Report containing inaccurate or incomplete information; or ii) Code  not being providing with prompt access to required facilities to complete the installation.

SKU:  SP-GOSITE

Priced Per Day.

Service Description:  Customer and Code will agree on a quantity of days based upon the scope of on-site technical support/assistance/training required by customer during deployment/GoLive. Customer is responsible for purchasing additional days (SKU: SP-GOSITE) at least one day in advance if additional on-site time will be required.

SKUs: SP-FWSW I | SP-FWSW II

Price is per day based on quantity of units requiring firmware/software updates.

  • 100 Unit minimum for United States locations.
  • 500 Unit minimum for locations outside of the United States.

Service Description:  Code will update the firmware/software on the listed products, confirm configuration settings, and test output for each barcode reader. Connectivity for Bluetooth barcode readers will be tested. Customer is responsible for: i) providing a list of Units requiring updating and the location of each unit in advance of Code arriving on site; ii) providing an appropriate location for staging, upgrading and testing products; and iii) providing knowledgeable personnel to escort Code personal to all areas needed for completion of the services within the time designated.

Customer is responsible for purchasing additional days (SKU based on level of service as listed above) at least one day in advance if additional on-site time will be required due to: i) a customer information being inaccurate or incomplete; or ii) Code not being providing with prompt access to required facilities to complete the installation.

SKU: SP-PREM-AE

Price is per one year term.

Service Description:  A single Application Engineer will have primary responsibility for customer’s support (the “Primary AE”) and Code will not unreasonably re-assign or substitute support responsibility once assigned to the Primary AE. Support requests will be responded to within two (2) business hours and resolved as expeditiously as possible. Requests received after 3:00 pm MT will be responded to by 9:00 am the following morning.

  1. Expenses, Scheduling: Pricing is inclusive of all expenses incurred by Code performing the professional services, including travel expenses for a single on-site visit for performing the professional services. All on-site professional services must be ordered and scheduled at least four (4) weeks in advance. Orders for professional services are non-cancellable and non-refundable. In the event customer desires to re-schedule any on-site professional services, Code will use reasonable efforts to accommodate customer’s rescheduling request but reserves the right to charge customer for any change fees and increases in travel expenses resulting from the rescheduling.
  2. Warranties:
    1. Code warrants to customer that the professional services will be performed consistent with applicable professional standards recognized in the industry. If Code fails to meet applicable professional standards, customer’s exclusive remedy, and Code’s entire liability, shall be to correct any errors or deficiencies without additional compensation. Customer must report any deficiency in the professional services to Code in writing within thirty (30) days of completion of such service in order to receive warranty remedies.
    2. EXCEPT FOR THE EXPRESSED WARRANTIES DESCRIBED IN THIS SECTION, CODE DISCLAIMS ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
  3. Limitation of Liability: Code will be liable only for actual direct damages incurred by the customer as a direct result of Code’s gross negligence or willful misconduct. Code has no liability for any indirect, consequential, or punitive loss, damage or expense, including any loss of data, revenue, profits or use, even if advised of the possibility of such loss or damage. In no event will Code’s aggregate liability exceed the fees paid to Code for the professional services giving rise to the liability.
  4. Notice: Code may provide notices to customer by email, mail, or courier, in each case to customer’s email or postal address as recorded in Code’s records concerning customer. Notices to Code must be sent by mail or courier to The Code Corporation, 12393 S Gateway Park Place, Suite 600, Draper, UT, 84020, attention Legal Department. Notices sent by email will be effective 24 hours after emailing unless Code receives notice that the email was not delivered.  Other notices are effective upon receipt.
  5. Governing Law and Arbitration: The agreement between Code and customer will be governed by the laws of the United States and of the State of Utah, excluding its conflict of law rules. The United Nations Convention on contracts for the international sale of goods shall not apply to this Agreement. Except for the right of either party to apply to a court of competent jurisdiction for a temporary restraining order, a preliminary injunction, or other equitable relief to preserve the status quo or prevent irreparable harm, any dispute as to the interpretation, enforcement, breach, or termination of this Agreement will be settled by binding arbitration under the rules of the American Arbitration Association by a single arbitrator appointed in accordance with the rules in Salt Lake City, Utah. All other disputes shall be subject to the exclusive jurisdiction of courts within the state of Utah.  Judgment upon the award rendered by the arbitrator may be entered in any court of competent jurisdiction. The prevailing party will be entitled to receive from the other party its attorneys’ fees and costs incurred in connection with any arbitration.
  6. Miscellaneous: These terms are the final and complete agreement between the parties with respect to the Professional Services. This agreement supersedes all oral and written communications regarding these matters. This Agreement may not be assigned by customer without the prior written consent of Code, such consent not to be unreasonably withheld. Code may assign this Agreement with advance written notice to Customer or to an affiliate or a successor in interest of Code. Any purported assignment in violation of this section shall be void. Except for timely payment of Fees, neither party shall be responsible for any failure to perform its obligations if performance is prevented or delayed by force majeure conditions or any cause beyond its reasonable control. Nothing in this agreement creates any agency, fiduciary, joint venture or partnership relationship between Code and customer. The failure of Code to enforce any right or provision in this agreement shall not constitute a waiver of such right or provision.

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