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VideoLink ProTek Advantage - NewTek Product Extended Waranties
Get the ProTek Advantage
NewTek takes great care of its customers. ProTek takes it a step beyond basic service, by offering the only way for you to get NewTek-provided service for however long you own your product. And it enhances your support experience - every step of the way.
Extend your coverage.
Having a ProTek plan for your production equipment means that your coverage and your peace of mind can be extended year after year. For some, the standard 12-month warranty is all they need. For those customers with important production needs on the line, having access to source-provided service and support when they need it, is an integral part of owning and using a product. You can also renew ProTek each year, well beyond the date you purchased the product from NewTek's lineup. And your investment in ProTek coverage adds value even after you sell it. Unlike many other programs, the benefits of ProTek can be carried over to a new owner. So, coverage and peace of mind continue, no matter who owns the product.
Expect great service.
Get the best possible service, first and fast. With ProTek coverage, you're part of a select group of customers whose needs are our first priority. Every ProTek Elite customer gets the white-glove treatment by their local Elite Service Provider. ProTek Care customer calls and emails are answered first. ProTek also gives you priority access to the people who can answer your questions, help you with configuration, and walk you through solutions, step by step. And if disaster should strike and your NewTek product needs repair, we're standing by ready to provide covered service. You get free overnight return shipping and a guarantee that within three to five days of receiving your product, whether repaired or replaced, it will be on its way back to you. Know your options.
ProTek customers will also have access to one of the speediest replacement programs around. If your product cannot be repaired immediately, for a nominal fee ProTek Care customers can get a replacement shipped right to your doorstep. Often, the very next day. You can send your original product, along with whatever issue it was having, back to NewTek and forget about it.
Get help after-hours.
ProTek customer calls get answered long after NewTek's standard support hours, and you have exclusive access to Senior Support Analysts who are ready to take your calls until 11:00pm CT, each day. Your productions don't stop at 7:00, and now, neither does your help-line.
ProTek outweighs standard support plans
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Standard Warranty |
ProTek? |
Out of Warranty |
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Care |
Elite |
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Contacting Support |
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1 800 862 7837 |
M-F: 08:30 – 19:00 CST S-S: 10:00 – 14:00 CST |
Extended to 23:00 CST |
Call Elite Service Provider for Level 1 service |
Same as standard warranty |
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Time to Answer |
Best effort |
Within 5 minutes avg. |
Elite Service Provider Hotline to Level 2 Service |
Best effort |
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Next business day response guarantee |
4 business-hour response guarantee |
Best effort response |
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Self Help |
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User Forums |
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Knowledge Base |
yes |
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Trouble shooting |
yes |
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Web Training |
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Coverage |
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Hardware Repair |
12 months from registration |
12 months from registration, renewable until 15 months before planned End of Service (EoS) status |
Flat fee, ~7% of list for systems that are not EoS |
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Updates & Upgrades |
Free updates, automatic notification |
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Shipping Costs |
User pays for shipping to repair depot. NewTek pays for return shipment |
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Shipping Method |
Standard Ground |
Next Day |
Standard Ground |
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Advance Exchange |
No |
Yes, flat charge $295 for one-way exchange |
Yes, free if no Loaner unit available |
No |
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Assignable |
No |
Yes |
Yes |
N/A |
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Repair Time |
10 business days typical |
3-5 business days guarantee |
10 business days typical with flat fee |
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Exclusions |
None |
Accessories must be part of a covered system |
N/A |
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ProTek pricing.
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Product/Model |
ProTek Coverage |
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TriCaster™ 850 EXTREME™ |
Starting at $3,445.00 |
| TriCaster 850 |
Starting at $2,445.00 |
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TriCaster 450 EXTREME |
Starting at $1,945.00 |
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TriCaster 450 |
Starting at $1,445.00 |
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TriCaster 300 |
Starting at $1,295.00 |
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TriCaster STUDIO™ |
Starting at $495.00 |
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3Play™ 820 |
Starting at $2,645.00 |
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3Play 425 |
Starting at $2,095.00 |
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3Play 330 |
Starting at $1,695.00 |
Find out if your NewTek product already qualifies for ProTek coverage.
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Is your product... |
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Out of warranty, but fewer than three years old? |
We will continue to offer service on your product as a courtesy thoughout the 90-day program grace period, beginning October 1, 2011. |
| Out of warranty, and more than three years old? |
NewTek has several product trade-up pricing offers that will give you the best value for trading in your current NewTek product for the latest system, with the highest level of support. |
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Out of warranty, but purchased after October 6, 2010? |
Your product is still eligible for ProTek by purchasing the coverage before the program goes into effect, with an effective coverage date of January 3, 2012. You may then renew annually. |
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Less than a year old, and still under warranty? |
We will honor your warranty. You are also eligible to purchase the enhanced ProTek coverage before the program goes into effect, with an effective coverage date of January 3, 2012 and an end date well past when your existing warranty would have expired. You may renew annually. |
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Just purchased? |
Opt for the standard warranty and be covered for the standard 12-month protection. OR purchase the ProTek program, and on January 3, 2012, you'll get a full year of ProTek coverage, effectively extending your warranty until January 2013. |
To learn more or purchase NewTek products in Canada contact VideoLink locally at
(416) 690-1690 or Toll Free 1-800-567-8481. By email info@videolink.ca