FREQUENTLY ASKED QUESTIONS

Customer Service & Sales FAQs | Technical Support FAQs

Customer Service & Sales FAQs

Where can I purchase your products?

Our products are available through many sales and distribution channels. To find a distribution partner, contact customer service for your geographical region

How do I locate a sales rep in my region?

Follow this link to locate a rep in your area

How can I get pricing?

When browsing the product pages of our online product catalogs, you have the option to “Add to Quotation Cart”. This will add selected products to an automatically generated list. When you have completed the list, simply send it to request a quotation.

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You can also call your local department directly.

How can I check the status of an order?

To check the status of an order, call customer service for your geographical region. Please have your customer number and order number available to expedite this process.

How do I access information on discontinued products and their replacements?

When a product is discontinued, it will appear in the “discontinued product” section. Suggested replacement products and any downloads associated with the discontinued product can be found here as well.

Where can I find Warranty Information on your products?

Please follow this link to our Warranty information page.

How do I become a distributor of your products?

If you are interested in becoming a distributor, please complete the Distribution Partner request form

Technical Support FAQs

What should I do if I currently use Internet Explorer as the browser for my security system?
You can download the Microsoft Edge Deployment Guide here. If you need further assistance, contact us.
Who do I contact to have my defective product repaired?
Please contact the company (distributor, dealer or integrator) that you purchased the product from.
Can I get an advance replacement on something under warranty?
No, we do not give out advance replacements. You can put in a new PO for a new unit and return the defective unit. If the unit was purchased within 60 days and is found to have a manufacturers defect, credit can be issued. If the unit was purchased more than 60 days prior, the unit will be repaired and returned under warranty. If the unit is 'No trouble Found' it will be returned to the customer. If the unit has a non warranty defect caused by abuse or neglect, the unit can be repaired for a fee or returned to the customer. If a unit is returned to the customer for any of the above reasons, the customer will still be responsible for the new unit they purchased.
Can I return an item that was purchased from Ganz if it was never used?
Yes. In order for an item to qualify for return for credit, the following prerequisites must be met:

1. The item must be returned in the same new condition it was originally delivered in.

This includes:

The original box the item was packaged in, with no damage or writing on the box. All additional accessories that the item came with, still in their original packaging. The item must not be defective, and should work as if it were new

2. When requesting the RMA to return the item:

The original purchase order/sales order must be supplied to the Ganz representative who approves the RMA.
The RMA request may be denied if the item is no longer part of active inventory for resale.
What is the difference between a C and CS mount?
Modern cameras and lenses are generally CS-mount. With CS-mount cameras, both types of lenses can be used but the C-mount lens requires a 5mm ring (VM400) to be fitted between the camera and lens to achieve a focused image. With C-mount cameras, it is not possible to use CS mount lenses as it not physically possible to get the lens close enough to the CCD to achieved a focused image.
What is the difference between video drive and DC drive lenses?
Answer: On DC drive lenses the iris adjustments are done on the camera. For Video drive lenses the iris adjustments are done on the lens. The video signal can be adjusted more accurately. ***Also, note that Video drive lenses come without connectors unless requested.***
How do I put my connector on?
You need to find out what the pin out is for your camera for a Video driven lens - Red= VCC+, White =Video, Black=VCC- (make sure green is isolated)

Ganz Security Pte Ltd

#03-04 Thye Hong Center,
2 Leng Kee Rd, 159086
Singapore
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