Warranty for the VLOMINGO and the VILKUS-62 Devices: What You Need to Know

Effective date: 1-st of December, 2024

Truck drivers, bus operators, and construction equipment owners understand how critical reliability is under intensive usage. That’s why the DrunkLab Group (from now on referred to as DrunkLab) offers a limited lifetime warranty program, D3LW™, for its products: the VLOMINGO adapter and the VILKUS-62 Black and the VILKUS-62 Grey SCR/DPF emulators.

This article will introduce you to the key terms and limitations of the warranty, as well as the warranty return procedures so that every customer knows what to expect.

Note: As of April 2022, discontinued devices, including the S-box, the T-box, the VILKUS-62 E6, and the VILKUS-62 CAT Edition, are covered by a two-year warranty service.

1. General Warranty Terms

1.1. Warranty Duration:
DrunkLab offers a limited lifetime warranty, D3LW™, for the VLOMINGO, the VILKUS-62 Black, and the VILKUS-62 Grey devices with an “active” status. This warranty remains valid for the entire duration of the device’s use and includes replacement in case of malfunction.

1.2. Coverage Scope:
The warranty covers the entire device, including all its components, regardless of which specific part fails, except in cases specified in Section 4.

2. Device Status Verification

2.1. Methods for Checking Device Status:
Users can always verify the status of their device by following the link embedded in the QR code located on the device’s casing or by manually visiting https://dl.ge/s/ and entering the device’s serial number in the search bar.

2.1.1. “Active” Status:
A warranty claim can only be submitted for a device with an “active” status. This means the device was purchased from the official DrunkLab Store and is not locked for security reasons.

In all other cases, the warranty will not apply.

2.1.2. “Stolen” Status:
A device is marked as “stolen” if lost during shipping or acquired by the user through fraudulent schemes, including obtaining it without payment.

2.1.3. “Blocked” Status:
A device is marked as “blocked” if DrunkLab no longer services it for security reasons.

2.1.4. “Decommissioned” Status:
This status indicates that the device does not fall under any of the conditions outlined in sections 2.1.1, 2.1.2, or 2.1.3. The device verification page with PIN-code authorization provides more details about such a device.

3. Warranty Obligations

3.1. Covered Warranty Cases:
The warranty covers any cases of complete or partial device failure, including:

3.1.1. Malfunctions that occur during device operation, including functional failures or performance degradation.

3.1.2. Complete device failure, where it entirely loses the ability to perform its functions.

3.1.3. Software obsolescence that leads to operational issues or communication problems with the vehicle.

3.2. Device Replacement:
The D3LW™ program facilitates device replacement only. Warranty repair services are not offered, ensuring users can receive a working device as quickly as possible without prolonged waiting periods.

3.3. Installation and Configuration Services:
It is important to note that the warranty does not cover installation or configuration services. These must be performed independently or with the help of professionals at an additional cost.

3.4. Other Warranty-Related Expenses:
While the warranty covers the entire device, it is not insurance against potential consequences of device malfunctions. Specifically, DrunkLab will not reimburse costs associated with return shipping. However, the policy of free shipping from DrunkLab to the user remains in effect.

4. Limitations and Exclusions

4.1. Environmental Conditions That Void the Warranty:
There are several conditions under which the warranty becomes invalid:

4.1.1. Mechanical damage to the device or its connectors. Damage caused by physical impact (see Figure 1).

(Figure 1)

4.1.2. Improper connection and installation. The device is installed on an incompatible vehicle or misconnected in other ways (see Figure 2).

(Figure 2)

4.1.3. Damage to the wiring. Connecting to the wrong connector or damage to the vehicle’s wiring.

4.1.4. Corrosion of connections. Oxidation due to the use of damaged connectors (see Figure 3).

(Figure 3)

4.1.5. Extreme operating conditions. The device was used in conditions not specified in the product’s specifications (e.g., under high voltage or in an aggressive environment).

4.2. Intentional Actions That Void the Warranty:

4.2.1. Attempts to disassemble the device.

4.2.2. Reverse engineering and copyright violations will result in the blocking of the user account.

4.2.3. Removal of serial numbers, stickers, or trademarks, as well as modification of the device’s appearance or branding (see Figure 4, 5).

(Figure 4)

(Figure 5)

4.2.4. A stolen device is not eligible for servicing, unlocking, or warranty replacement. Purchasing a device from third parties is risky; if you proceed, check the device on the verification page (Section 2) or contact DrunkLab support.

5. Warranty Replacement Approval Process

5.1. To submit a warranty claim, the following information must be provided:

5.1.1. The device’s serial/order number is indicated on the casing (see Figure 6).

(Figure 6)

5.1.2. Diagnostic results of the device via the Mochester 4 App.

5.1.3. Photos of the device (from all sides, including the top and connectors) showing its current condition and absence of damage.

5.1.4. A copy of the receipt for sending the faulty device, showing the tracking number, recipient’s address, declared value, and weight of the package.

5.2. Connecting the Device via Mochester 4 App:
First, the device must be connected through the Mochester 4 App (for the VILKUS-62, this applies to trucks, construction equipment, and buses with the emulator installed). Our specialists must clear errors in your vehicle’s control units and update the device firmware.

5.3. Photo or Video Materials for Device Condition Verification:
If clearing errors and updating the firmware do not resolve the issue, or if diagnostics via the Mochester 4 App reveal a malfunction, our support staff will request photo or video materials that verify that the device’s condition meets the manufacturer’s requirements.

5.4. Device Replacement:
If the device’s condition is adequate after the user confirms the return of the faulty device (as per section 5.1.4), a DrunkLab staff member will initiate the shipment of a new device to the user in exchange for the faulty one.

5.5. Important Conditions in Case of Missing Required Materials:

5.5.1. If any of the required materials (sections 5.1, 5.2, 5.3) are missing when submitting a warranty claim, DrunkLab staff will need to check the device at their workplace. This may delay the warranty decision, and the user will receive a final response or replacement only several weeks after the device has been sent to DrunkLab (after the faulty device is delivered and inspected by engineers).

5.5.2. If the user cannot provide proof of purchasing the device from DrunkLab Store (dl.ge), i.e., in cases where the device was purchased from third parties, the user must provide ALL materials: serial number, connection to the Mochester 4 App, and photo/video documentation. We need to confirm that the device was not stolen. If the user is not the original purchaser from the DrunkLab Store, refusal to complete any remote device verification steps will result in denial of warranty service for the device.

5.6. Why the Replacement Procedure May Be Delayed: Examples of Situations with Missing Materials

5.6.1. If the user does not provide access to the device via the Mochester 4 App, DrunkLab staff will not be able to verify the cause of the malfunction and whether the malfunction exists. In this case, the warranty replacement will not be sent until the device is inspected at DrunkLab’s office. If the malfunction is not confirmed during the lab inspection, the device will be returned to the user with the corresponding order without a replacement.

5.6.2. If the user does not provide photo or video evidence of the device’s condition, the staff can not assess its appearance and condition in advance. In this case, the device will await inspection at DrunkLab’s office, and a replacement unit will not be sent until the inspection is completed.

5.6.3. If the user does not provide the tracking number for the package containing the faulty devices, DrunkLab staff will be unable to confirm that the devices are being sent for diagnostics. Replacement units will not be shipped until DrunkLab receives the package.

6. Paid Service and Extended Warranty

DrunkLab does not offer paid service or repairs for cases not covered by the warranty or extended warranty services.

7. Warranty Device Return Procedure

7.1.Prepare the Package: 

Pack the device securely for shipping using appropriate materials to protect it during transportation.

7.2. Complete Customs Declaration: 

Obtain a CN22 or CN23 customs declaration form from the post office or complete it online. Provide complete and accurate information about the items, including their description, quantity, value, and reason for return.

• Reason: warranty return
• Price: $15 per item or less (do not exceed $100 per package). 

Note: The defective device has a low declared value, a mandatory condition for proper customs processing!

7.3. Choose a Postal Service and Delivery Option: 

Select a convenient delivery service (e.g., FedEx) that provides shipping from the USA to Georgia (a country, not a state in the USA!).

7.4. Fill Out the Recipient’s Address: 

Provide the precise mailing address of the legal entity in Georgia:

HamCom Electronics LLC
Angisa 55
Batumi, ZIP Code: 6000
Georgia (country, not US state)
+995 591 662141

7.5. Pay for Delivery: 

You can pay for the package’s delivery services by selecting a convenient payment method (e.g., credit card, PayPal, etc.).

7.6. Ship the Package: 

Present the package and completed customs declaration form at the chosen post office or use online shipping services if available. Obtain a receipt or confirmation of shipment and retain it for tracking purposes.

7.7. Track the Shipment: 

To expedite the decision-making process, send the tracking number and a photo of the completed customs declaration to our email ([email protected]) for shipment tracking.

If you have any questions, please contact DrunkLab support.