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Legacy Warranty Information

The information below applies to devices that were shipped prior to January 1, 2023. If your device was shipped after January 1, 2023, please see information on our High Five Warranty.


NovaChat/ ChatFusion Standard Full-service Warranty Coverage

NovaChat® and ChatFusion devices: PRC-Saltillo warrants the device to be free from defect in material and workmanship under normal use for the device warranty period.

  • 1-year warranty: Standard and Plus models
  • 3-year warranty: Dedicated Plus models

If replacement is necessary, the replacement device may be a new or reconditioned device of equal value.

Note: PRC-Saltillo considers bending of the unit, submerging it into liquid of any kind, or any breaks and/or cracks in the LCD screen to be misuse. However, we will cover one such incident per warranty year.

All warranty service should be arranged through the PRC-Saltillo Service Department. Please obtain a CA number before returning the device:

  • Call 800-382-8622, option 1 or ext. 1730
  • Or email: service@saltillo.com

Click Below to purchase extended warranties:

Click Here to purchase Peace of Mind Add-On Warranties for NovaChat 5, 8, 10.


Accent Standard Full-service Warranty Coverage

Every Accent product is sold with the sincere intent to enable uninterrupted, spontaneous communication. Our products are designed for optimum reliability within the environments they serve. In the unlikely event service is required, we promise to repair your device with the minimum of paperwork and inconvenience.

Our standard two-year warranty coverage includes:

  • Unlimited access to our toll-free technical service experts
  • A free loaner device to use while your device is being repaired
  • Free shipping to and from PRC-Saltillo
  • Device repair, including batteries, or replacement, at no charge for product defects occurring from normal and intended use
  • Two no charge repairs for accidental damage
  • The standard warranty does not cover damage from acts of nature, theft or loss

Click Here to purchase Peace of Mind Add-On Warranties for Accent 800, 1000 and 1400.


Warranty Notes

  • Please contact your third party payer to inquire on coverage for extended warranties or repairs.
  • Warranty covers all standard products purchased from PRC-Saltillo(including AeroSwitch, NuPoint, keyguards, touch guides, switches, etc.).
  • Non-standard products are not covered under PRC-Saltillo warranty. Non-standard products are purchased as a service to our clients who desire a single funding submission and have special accessory requirements. They do not have PRC-Saltillo part numbers and usually require special quote arrangements with PRC-Saltillo.
  • Third Party products, sold by PRC-Saltillo, are covered only under their OEM (Original Equipment Manufacturer) warranty. PRC will facilitate support for these products limited to the OEM's warranty period. Most OEM's offer a one-year warranty. Extended warranties are not available for these products. 3rd party items are subject to change without notice, examples include:
NuEye Modules1 YearKeyboards1 Year
Mounts1 YearMice1 Year
BJOY Ring1 Year
  • Customers are responsible for PRC-Saltillo Loaner equipment. Acts of nature, accidental damage, loss or theft are the customer’s responsibility, billed at repair/replacement value.
  • The PRC-Saltillo Loan pool does not include some accessories and/or custom components. PRC-Saltillo will make every effort to match a same or better loaner device to the client’s original configuration to enable comparable access andcommunication.
  • Loaner devices are shipped within five (5) business days from the PRC-Saltillo facility.
  • Devices returned for warranty repair must be shipped in appropriate packaging to prevent additional shipping damage. Appropriate packaging is defined as: a rigid box, not flexible, and must have at least 1.5” of padding between the device and the inner container walls in all directions. We strongly suggest keeping the original packaging for potential future use. PRC-Saltillo can provide packaging for nominal fee.
  • An accidental damage repair is defined as: device failure due to an accidental drop, liquid or foreign matter ingress or incidents other than acts of nature in which the device must be returned to PRC Service to restore client usability. Damaged caused by high force or ingression will be considered an accidental damage repair, even if the physical damage is internal only, and not externally visible. If internal damage only, pictures will be taken of the damage and shared with the client along with the accidental damage repair notification.
  • Client repairable damages are not considered an accidental damage repair. If the device is in warranty PRC will ship client replaceable parts at no cost. Common replaceable parts include: handles, stands, touch guides, keyguards, keyguard frames, and Freedom switches.
  • Damage resulting from theft, loss or perils and acts of nature which include but are not limited to tornadoes, earthquakes, floods, fires and hurricanes are not covered.
  • Extended warranty coverage is non-upgradeable and nontransferable. The total warranty period cannot exceed 5 years from the purchase date.

Via Pro

PRC-Saltillo warrants the Via Pro to be free from defect in material and workmanship under normal use for a period of two years from the original shipping date of the device. (Please note that some devices may include only a one year warranty if not purchased through insurance).

Please contact PRC-Saltillo technical support (1-877-872-1428) prior to making alterations to the Via Pro for mounting, transportation, etc.

All warranty service should be arranged through PRC-Saltillo prior to sending a system back. Please call the company at 1-877-872-1428, or email at service@saltillo.com to obtain a CA number prior to sending the system to PRC-Saltillo.

If replacement is necessary, the replacement Via Pro may be a new or re-conditioned Via Pro of equal value.

Note: PRC-Saltillo considers bending of the unit, submerging it into liquid of any kind, or any breaks and/or cracks in the LCD screen to be misuse. However, PRC-Saltillo will cover one screen replacement or one iPad replacement per warranty year.

Click Here to purchase Peace of Mind Add-On Warranties for Via Pro.


PRiO/ TouchChat Express Warranty Coverage

Standard one year warranty includes:

  • Unlimited access to our toll-free technical service experts
  • Free shipping to and from PRC-Saltillo
  • Device repair or replacement of comparable device at no-charge for product defects occurring from normal and intended use other than loss or theft.
  • Replacement is limited to one (1) screen / device replacement.

Click below to purchase extended warranties: