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²ÝÝ®ÊÓƵ
Service Policy
²ÝÝ®ÊÓƵ Systems' service policy is designed to ensure customer satisfaction by providing prompt and efficient assistance for any product-related issues, emphasizing transparency and reliability throughout the process.
- ²ÝÝ®ÊÓƵ products carry a 5-year warranty. Any third-party components included in a ²ÝÝ®ÊÓƵ’ product are warrantied under the terms of the third-party components manufacturer for a period of up to one year.
- Any out-of-warranty products brought in for repair will incur:
- A $1000 fee for analysis per board submitted.
- A $1500 fee for analysis per system submitted.
- A purchase order is required before a service order is assigned.
- ²ÝÝ®ÊÓƵ verifies a product’s warranty by the serial number on the part, board, or system. Requestors must identify the serial number when submitting their service request so that ²ÝÝ®ÊÓƵ will be able to honor the requestor’s warranty agreement if the unit in question must be brought in for repair.
- ²ÝÝ®ÊÓƵ requires that every service order submitted must also include a description of the problem, any data or debugging information collected, and a description of how the customer was able to reproduce the problem. Any service order requests that are sent to our facility without this information will incur an additional $1000 up-front fee, regardless of warranty.
- ²ÝÝ®ÊÓƵ honors warranties for the initial purchaser of ²ÝÝ®ÊÓƵ’ products. If this service request is not from the original purchaser of the system or unit, please contact the supplier of the item for assistance towards a repair.
- Any units for which ²ÝÝ®ÊÓƵ’ technicians cannot duplicate the specified problem based on available information will incur a $1000 fee on products outside of warranty.
- Any units found to have accidental/incidental damage caused by the customer will incur an additional $2000 fee regardless of warranty. If the damage is greater than $2,000, then the requestor will need to issue a purchase order for the actual estimated cost.
- ²ÝÝ®ÊÓƵ will cover replacement materials for in-warranty products. Out-of-warranty products with labor and material costs above $50 will be quoted for customer approval to proceed with the repair.
- The repair requestor will incur the expense of shipping a unit for repair to ²ÝÝ®ÊÓƵ. ²ÝÝ®ÊÓƵ will pay for return shipments after in-warranty or out-of-warranty repairs are completed via UPS Ground. Should another shipment method be preferred, the requestor must provide the account number and shipment method to be utilized.
- To request an RMA, please submit a ticket ; for all updates, please contact Anuska Pokler (apokler@trentonsystems.com).
- Please contact your Account Manager if you wish to be quoted for a replacement unit for an end-of-life or unrepairable product. Should you need assistance learning whom to contact, please reach out to us at sales@trentonsystems.com to request a quote.