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Services

Cognex Services

Warranty Programs

cognex fixed mount and handheld barcode readers in use

Find the most frequently used terms by our Product Services Department.

Active Product Models

Current Cognex Product Offerings.

Level of servicing: Hot-swap service only. Price schedule applied depending on the unit. Products under this category are eligible for Extended Hardware Warranty programs; however, the Extended Hardware Warranty must be purchased during the standard Warranty Period.

Not Intended for New Applications (NINA)

NINA products are sold only for duplicate or existing applications. NINA products will be available for a minimum of one year, pending manufacturing availability.

Last-Time Buy (LTB) notification will be issued when we reach the point of moving these units from "NINA" to "Inactive" status.

Level of servicing: In Warranty: Hot Swap. Price schedule applied depending on the unit.

Inactive Models

Products are not available for sale from this point.

Level of servicing: Repair & Return service only, by exception and availability Hot Swap Services.

Products are not available for sale, and service of these units is complete. For critical cases we may of for a Best Effort Repair, a specific Repair & Return Service for these units.

Obsolete Models

Products are not available for sale, and service of these units is complete. For critical cases we may offer a Best Effort Repair, a specific Repair & Return Service for these units.

Product Support Matrix
Active NINA Inactive Obsolete
Ordering
New Customers Yes No No No
Existing Customers - New Applications Yes No No No
Existing Customers - Existing Applications Yes Yes No No
Support
Phone Support for Technical Info Yes Yes Yes No
Web Support Yes Yes Yes Best Effort
Extended Warranty Purchase Available Yes No No No
Service
HotSwap Yes Yes Best Effort No
Repair Yes Yes Best Effort Best Effort

NOTE: This table indicates Cognex's standard procedure but is not a guaranteed commitment. Exceptional circumstances such as component availability problems can affect the time period and level of support offered.

Warranty Services Definitions
Warranty Service Type When Offered Definition
Hot Swap Program Active
NINA

Ideal for customers with a failed Cognex provided product that requires immediate field replacement. Cognex will ship a permanent replacement for a failed part covered by the program within 2 business days. The program covers the cost of the shipment for the replacement part to the customer's site.

In exchange, the customer must immediately return the failed Cognex provided product to Cognex. If the failed part is not received within 30 days, the customer will be invoiced the full list price of the product. The customer will also be invoiced the full list price if the returned product is damaged beyond repair.

Dead on Arrival (DOA) Active
NINA

A vision system is considered DOA, if within 45 days of the shipment date (i.e.- upon commissioning of the system), it appears to work improperly. In these cases, Cognex will expedite a shipment of a new vision system for replacement.

In exchange, the customer must immediately return the failed Cognex provided vision system.

Extended Warranty Active

Each vision system you purchase from Cognex is covered by our 12-month Standard Hardware Warranty and Hot Swap Program. Before this expires, we recommend that you purchase an Extended Hardware Program, which can be renewed on an annual basis.

Without this program, repairing an out-of-warranty system could be costly for you, not just in replacement costs, but also in down-time on your machine.

A Hardware Extended Warranty can be purchased for eligible products in 6-, 12-, and 24-month increments.

Out of Warranty Repair Services Active
NINA
Inactive

If for any reason the system fails outside of the warranty period, Cognex may propose several alternatives, including acquisition of a replacement system, Hot Swap replacement, or, in some cases, return-and-repair services.

Best Effort Repair Obsolete

When the vision system becomes obsolete, Cognex may continue to offer repairs for the unit; however, repair or replacement cannot be guaranteed.

If the vision system cannot be repaired, it will be returned to the customer at no charge.  When the vision system is obsolete, Return Authorization (RA) must be approved before submitting the unit for repair.

Not Supported Obsolete

Cognex may continue to offer "Best Effort Repair" for the systems provided repair components/parts are available. Once unavailable, the warranty service becomes "not supported".

Cognex Technical Support engineers are available during business hours to offer further assistance with diagnosing vision system problems. For any further questions regarding the Hot Swap Program or other related services, please contact our Product Services Department.

NOTE: Sales Loaners and Sales Demo equipment are not covered under the Cognex Warranty Services

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