Service and Repair PoliciesGeneral
For all items requiring service, regardless of warranty status, L3 Narda-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 https://www.miteq.com/secure/rma.php
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 L3 Narda-MITEQ for repair must be shipped with the shipping charges prepaid. Items returned to L3 Narda-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 L3 Narda-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.
Warranty repairs will be made at no cost to the customer. Units out of warranty or those, which have been mishandled, will require a purchase order with 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 10% of the original purchase price ($1200 minimum) for systems. Additional charges for time and materials will be billed at our standard rate ($275 per hour) for service and spare parts at list price.
L3 Narda-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.
FOR L3 Narda-MITEQ COMPONENTS ONLY:
This evaluation fee may be applied toward the procurement of a replacement part if the customer so desires.
PRODUCT SUPPORT POLICY STATEMENT
L3 Narda-MITEQ will make every effort to support the equipment for the duration of its
projected 10 year life span. The company will repair and/or replace
sub-assemblies whenever possible. However, due to the obsolescence of many
of the components of the sub-assemblies and the advancement of various
technologies, L3 Narda-MITEQ will not always be able to repair or manufacture
replacement sub-assemblies. In that case, L3 Narda-MITEQ will endeavor to either build a
new replacement sub-assembly or, if the cost of a newly manufactured
replacement sub-assembly is greater than the cost of a new unit, L3 Narda-MITEQ will
recommend a new replacement unit.
RETURN LEAD TIME
Typical repair turn around time is 60 days after receipt of the unit at L3 Narda-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.
Non Warrantee Failure Analysis
For failure analysis on any non-warrantee parts, L3 Narda-MITEQ will change a minimum fee of $350 for each analysis.
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