Whenever our customers experience technical difficulties, our main priorities are to get you up and running and determine what happened to potentially prevent repeat issues. For our technical staff to review a specific customer case it is imperative that we provide them with as much detail regarding the issue or malfunction, motor/procedure you were working on when you started seeing problem, time of discovery, etc. To supply our support team with the technical information they need to assess your case we have an established RMA System. Our customers simply need to fill out an RMA request on our website to initiate a support case.
We prefer to begin with a technical trouble-shooting discussion over the phone, email, or online chat because it can often solve the problem more quickly and cost effectively. It is disappointing to charge the customer an inspection fee and send back a product with "no trouble found."
Problems can be resolved most quickly and often at your site by initiating an RMA request here.
Please note that any item received without an RMA number will be subject to a minimum $500 inspection fee regardless of warranty status.