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General
For all items requiring service, regardless of warranty status, MITEQ’s Customer Service department must be contacted for a Return Material Authorization (RMA) number. The RMA number may be requested either by phone or over the internet. In either case you will need to provide the model number, serial number and as much information as possible about the nature of your difficulty. To expedite this process, you may visit our web site at http://rma.miteq.com and complete the online repair form or contact customer service directly at (631) 439-9300. In addition, if a technical point of contact is available at the user’s facility, please provide this individual’s name and phone number should any further communication be necessary. Once the form has been completed and electronically filed, you will be contacted within one business day with an RMA number.
RETURN OF UNITS
All products being returned to MITEQ for repair must be shipped with the shipping charges prepaid. Items returned to MITEQ from outside of the United States must include two (2) copies (one copy placed in shipping container, one copy affixed to the outside of shipping container) of a pro forma invoice which states "U.S. Manufactured goods being returned for repair ". Omission of this statement could result in the charge of duties and taxes, which in turn would have to be billed back to the customer. Whenever possible, the product should be shipped back to MITEQ in the original packaging. If this is not possible, the product must be returned in the proper ESD safe packaging by first placing it in a static shielded package and then using static dissipative material to protect it from shipping damage. Product that is not packaged properly will be considered mishandled and therefore out of warranty. Items subject to "in-warranty repair" will be returned to the customer at no charge. The customer will be responsible for return shipping charges for items that are out of warranty or that have been mishandled in addition to the evaluation and repair charges as outlined below. For units returned and subsequently found to have no defects, an evaluation fee will be charged for any testing and processing regardless of warranty status.
EVALUATION/REPAIR COSTS
Warranty repairs will be made at no cost to the customer. Units out of warranty or those, which have been mishandled, will require written approval from the customer authorizing the repair charges prior to the repair being completed. The evaluation charge for an out of warranty or mishandled unit is $350 for components and $1000 for systems. Additional charges for time and materials will be billed at our standard rate ($250 per hour) for service and spare parts at list price.
MITEQ will provide a cost estimate for repair charges prior to beginning work. For those items which are determined to be beyond economical repair or if the customer decides against repairing the unit based on the cost estimate, the above specified evaluation fee will be charged. This evaluation fee may be applied toward the procurement of a replacement part if the customer so desires
RETURN LEAD TIME
Typical repair turn around time is 60 days after receipt of the unit at MITEQ, for units returned within five years of shipment date. If delivery is critical, please call (631) 439-9300 to speak to a Customer Service Representative.
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