Support

Renova specializes in repairing over 3,000 security devices from more than 250 brands, which are no longer covered by warranty or supported by the manufacturer. Our clients include commercial security integrators and self-maintaining enterprises (SMEs), who trust us to deliver reliable and cost-effective repair services.

Our repair menu covers a broad range of security devices, including high-end PTZ cameras, DVRs, NVRs, access control devices, controllers, encoders, and monitors. We constantly update our security repair menu by adding new devices daily, with an average of 20-30 new models per month.

However, if the device is outside of a similar product line, we may require a few additional days in lead time to ensure that we can repair the device to the same level of quality as all of our other devices. Our team is committed to delivering exceptional repair services and providing our clients with peace of mind that their security devices are in good hands. Choose Renova for all your PTZ repair needs and experience the difference in quality and service.

To get started with your repair project, the first step is to reach out to our team to inquire about our capabilities and pricing. Our RMA (Request Merchandise Authorization) process is designed to be straightforward and user-friendly, which our customers have found to be beneficial.

After filling out our RMA form, our Customer Team will issue a unique number that should be included on your packing slip. This ensures that you can track the progress of your repair with ease. At Renova, we believe in providing our customers with a seamless and hassle-free repair experience, from start to finish.

Our Repair and Return program is the simplest and most convenient option for our customers. All you need to do is ship your device(s) to Renova, and we will take care of the rest. We ask our customers to cover the cost of shipping to and from our facility, but we provide competitive pricing options to ensure that the process remains cost-effective.

In addition to our Repair and Return program, we offer several other programs designed to meet the unique needs of our clients. These programs include Drop Shipping and Advanced Exchange. At Renova, we are committed to delivering a range of flexible and customizable repair solutions that enable our clients to streamline their operations and achieve their business objectives.

To ensure that your device is protected during transit, please remember to pack it with plenty of bubble wrap or foam before sending it to us for repair. If you would like us to reuse any custom inserts or packaging materials, please let us know in advance so that we can make the necessary arrangements.

At Renova, we understand that time is of the essence when it comes to repairing electronic devices. That’s why we offer a range of repair service programs designed to meet the unique needs of our clients. Depending on the program you select, lead times can vary. For example, our advanced exchange program provides same-day shipping, while our Repair and Return program typically takes 5-7 business days from the time the device arrives at our facility.

We ask our customers to allow up to 10 business days in case an expedited repair is not requested. However, in most cases, you can expect a quick turnaround time. Our team is dedicated to ensuring that your device is repaired and returned to you as quickly as possible.

In the  event that a part needs to be ordered, our team will be transparent with you upfront and provide you with an estimated turnaround time that takes into account the time it takes for the part to arrive. 

DVR/NVRs may require a new hard drive, for which we offer HDD rates in addition to the standard repair price. If a security camera has housing damage and needs a replacement dome, we will consult with your team before purchasing a new one. Our commercial security equipment is charged at a flat rate, and we do not charge any diagnostic or bench fees.

We do not charge diagnostic or bench fees for our commercial security repair services. Therefore, if a device is found to be beyond repair, there will be no charge for the time spent troubleshooting it. However, we ask that the customer pays for the freight to and from our facility.

In the event that the customer decides not to have the device returned, we can recycle it in-house. However, please let us know upfront if this is the case. It is important to note that Renova receives a large volume of devices at our facility, and we are not responsible for items that are left unclaimed beyond 30 days.

We accept credit card payments from all new customers to expedite the return process. For ongoing repair support and larger annual repair services engagement, we can establish terms. If you choose to set up terms with Renova, please complete the necessary setup forms in a timely manner. Please note that our logistics team will not release units until payment terms are established or a credit card is on file for shipment.

We provide a 90-day repair warranty period for all of our security devices. Our devices undergo quality assurance testing to ensure that they meet our standards. If your team has any questions or specific requirements regarding software updates or firmware, please include the necessary data on your RMA form upfront.

Once you have an RMA number, you can simply reply back to our RMA team, call your primary Account Manager, or contact customer service. Don’t have an RMA number? Reach out directly to RMA@renovatechnology.com. At Renova Technology, we are committed to making the RMA process as easy and efficient as possible for our customers. If you have an RMA number, you can quickly get in touch with our RMA team by replying to the email thread, calling your primary Account Manager, or contacting our customer service team. If you do not have an RMA number yet, please reach out directly to our RMA team at RMA@renovatechnology.com. We understand the urgency of security repairs and strive to provide timely and effective support to all of our customers. Our goal is to reply to all requests within 1-2 hours.