WARRANTY & FAQS

WARRANTY POLICY:

At Imagin Systems, we stand behind the quality of our repairs and provide a comprehensive warranty to ensure our customers' satisfaction. Please read this policy carefully to understand the terms and conditions of our warranty.

Standard Repair Warranty:

Our standard repair warranty covers all work performed by Imagin systems for a period of 3-6 Months (Depending on Invoice). This warranty only applies to the specific repairs and services listed on the original repair order. This means that our Warranty only covers parts and labor towards repairs that we've done, for example a Cable replacement on a sensor would cover only a replacement cable for the sensor, no other repairs.

Exclusions:

The warranty does not cover:

Blatant physical abuse or mishandling of the device. (Ex. Damage to sensor, Dropping, Cracking of casing, ripping of cable, breaking connector)
Issues unrelated to the original repair.
Memory Corruption/Chip failure.

Sensor Cable Replacements & Re-Terminations Warranty:

For sensor cable replacements and re-terminations, we offer an extended warranty period of 6 months from the original repair date. During this time, we will repair or replace the sensor cable free of charge if it fails due to a defect in materials or workmanship. To start the warranty process please see below.

Refund Policy:

Sometimes a device sent in for a warranty repair isn't repairable. In these cases we will try our best to be ethical and just when considering a refund. We put a lot of time and effort into the repairs we do and when something happens that is out of our control that makes the device unrepairable we want a fair policy to help both parties.

Some issues that can be considered for a partial refund are "Memory Corruption/chip failures" Which are hard to pinpoint what caused the issue, thus making it a grey area issue. When these events take place we typically offer up to a 50% refund depending on the time it was repaired.

We find this fair because the issue was out of both parties control, however the repairs weren't what lead to the failure.

Prorated Discount Repairs After Warranty:

After the 6-month warranty period, we offer prorated discount repairs for sensor cable replacements and re-terminations. The discount will be calculated based on the time elapsed since the original repair date. This discounts can range between 10-50% off depending how long outside of warranty.

Warranty Repair Process:

To initiate a warranty repair, please follow these steps:

Fill Out a Standard Repair Form: Visit our website and complete the standard repair form, ensuring you check the "Warranty Repair" Box.
Thoroughly Describe the Issues: In the description area of the form, provide a detailed explanation of the problems you are experiencing with your device.
You will need to ship the item to us, however we will take care of the return to you.
The warranty repair process is just like the standard repair process so turnaround times are based on arrival Que.

Warranty Limitations:

The warranty is non-transferable and only applies to the original purchaser.
The warranty does not cover consequential or incidental damages.
Parts listed under "Limited warranty covered" may not be covered due to the limitations of the parts.

Warranty Disclaimer:

By submitting a warranty repair, you acknowledge that you have read, understand, and agree to the terms and conditions of this warranty policy.

GENERAL FAQ'S

ALL ITEMS THAT HAVE BEEN IN SHOP FOR 90 DAYS OR MORE ARE SUBJECT TO SCRAPPING OR BEING THROWN AWAY, WE ARE NOT RESPONSIBLE FOR ANY ITEMS LEFT OVER 90 DAYS.

If you do not get back to us after we have attempted to get a hold of you to either return or approve of a repair after 90 days we will either scrap or throw away your items and cannot be held responsible for them afterwards.
Some cases we may have held onto them so feel free to call and ask : )

WHICH OPERATING SYSTEMS ARE COMPATIBLE WITH THE IMAGEMASTER USB CAMERA?

ImageMaster USB cameras are a UVC device (USB Video Class) and are compatible with all Microsoft Windows XP, Vista, 7, 8 & 10, 32 Bit & 64 Bit systems including Mac and Linux.

WHAT IMAGING SOFTWARE IS THE IMAGEMASTER USB CAMERA COMPATIBLE WITH?

ImageMaster is compatible with all PC & Mac operating systems using USB 2.0 or 3.0
Imaging software includes: Apteryx, Cadi, DentalEye, Dexis, Eaglesoft, Gendex Vixwin, MiPaks, Schick, Suni, Tigerview, XDR, XrayVision, MacPractice, RadioVision & Suni-Mac. Don't see it, ask.

DOES THE IMAGEMASTER NEED DRIVERS TO OPERATE?

No, because it is a UVC device, it is state of the art "plug and play" technology" However, some dental imaging software may require special additional plug-ins.

WHY CAN'T I GET AN IMAGE ON THE SCREEN WHEN I OPEN MY IMAGING SOFTWARE?

Make sure your computer has a USB 2.0 port and the USB cable is securely plugged into the computer and camera
Is software set-up correctly?
On the ImageMaster Resource CD is a diagnostic test tool called “CamCheck”. To make sure that the camera is working, simply run this program from the CD and follow the instructions. If the camera works in this program, please consult your IT person or your image software’s support

WHY CAN’T I CAPTURE AN IMAGE WITH THE CAMERA’S CAPTURE BUTTON?

Make sure the software is configured for the camera’s still pin function
Use the diagnostic tool from the resource CD to test the button

WHY IS THE COLOR NOT CORRECT?

If the color is not correct intraorally, set the color setting in the software to default
If the color outside the mouth is purple, set the color setting in the software to auto white balance
Do not use protective sheath sleeves for extraoral imaging, this will result in poor foggy images.

MY USB CABLE WILL NOT REACH THE POINT I WANT TO OPERATE FROM!

Contact Imagin for available longer length USB cables.

CAN I DISCONNECT MY IMAGEMASTER USB CAMERA WHEN THE IMAGING WINDOW IS OPEN?

It is recommended that you close the imaging window before disconnecting the ImageMaster camera.

WHEN USING THE IMAGEMASTER USB CAMERA MY SOFTWARE LOCKS UP.

Close the window and check the cable to make sure it is connected securely into the computer USB port and into the camera's cable connector port.
Try another USB port on your computer. If this continues, contact Imagin for support.

WARRANTY & FAQS

WARRANTY POLICY:

Standard Repair Warranty:

Exclusions:

Sensor Cable Replacements & Re-Terminations Warranty:

Prorated Discount Repairs After Warranty:

Warranty Repair Process:

Warranty Limitations:

Warranty Disclaimer:

GENERAL FAQ'S

​​

ALL ITEMS THAT HAVE BEEN IN SHOP FOR 90 DAYS OR MORE ARE SUBJECT TO SCRAPPING OR BEING THROWN AWAY, WE ARE NOT RESPONSIBLE FOR ANY ITEMS LEFT OVER 90 DAYS.

​

If you do not get back to us after we have attempted to get a hold of you to either return or approve of a repair after 90 days we will either scrap or throw away your items and cannot be held responsible for them afterwards.

Some cases we may have held onto them so feel free to call and ask : )

​​

WHICH OPERATING SYSTEMS ARE COMPATIBLE WITH THE IMAGEMASTER USB CAMERA?

​

ImageMaster USB cameras are a UVC device (USB Video Class) and are compatible with all Microsoft Windows XP, Vista, 7, 8 & 10, 32 Bit & 64 Bit systems including Mac and Linux.

​​

WHAT IMAGING SOFTWARE IS THE IMAGEMASTER USB CAMERA COMPATIBLE WITH?

​

ImageMaster is compatible with all PC & Mac operating systems using USB 2.0 or 3.0

Imaging software includes: Apteryx, Cadi, DentalEye, Dexis, Eaglesoft, Gendex Vixwin, MiPaks, Schick, Suni, Tigerview, XDR, XrayVision, MacPractice, RadioVision & Suni-Mac. Don't see it, ask.

​​

DOES THE IMAGEMASTER NEED DRIVERS TO OPERATE?

​

No, because it is a UVC device, it is state of the art "plug and play" technology" However, some dental imaging software may require special additional plug-ins.

​​

WHY CAN'T I GET AN IMAGE ON THE SCREEN WHEN I OPEN MY IMAGING SOFTWARE?

​

Make sure your computer has a USB 2.0 port and the USB cable is securely plugged into the computer and camera

Is software set-up correctly?

On the ImageMaster Resource CD is a diagnostic test tool called “CamCheck”. To make sure that the camera is working, simply run this program from the CD and follow the instructions. If the camera works in this program, please consult your IT person or your image software’s support

​​

WHY CAN’T I CAPTURE AN IMAGE WITH THE CAMERA’S CAPTURE BUTTON?

​

Make sure the software is configured for the camera’s still pin function

Use the diagnostic tool from the resource CD to test the button

​​

WHY IS THE COLOR NOT CORRECT?

​

If the color is not correct intraorally, set the color setting in the software to default

If the color outside the mouth is purple, set the color setting in the software to auto white balance

Do not use protective sheath sleeves for extraoral imaging, this will result in poor foggy images.

​​

MY USB CABLE WILL NOT REACH THE POINT I WANT TO OPERATE FROM!

​

Contact Imagin for available longer length USB cables.

​​

CAN I DISCONNECT MY IMAGEMASTER USB CAMERA WHEN THE IMAGING WINDOW IS OPEN?

​

It is recommended that you close the imaging window before disconnecting the ImageMaster camera.

​​

WHEN USING THE IMAGEMASTER USB CAMERA MY SOFTWARE LOCKS UP.

​

Close the window and check the cable to make sure it is connected securely into the computer USB port and into the camera's cable connector port.

Try another USB port on your computer. If this continues, contact Imagin for support.