Warranty & Repairs

Product Repair POLICY

Please do not ship any items back to AMCI without an RMA Number.

AMCI will attempt to repair any product found in our line.  A flat rate for repairs is established to provide for faster quoting and receiving.   All repairs sent back to AMCI must have a Purchase Order, which reflects the flat rate charge.  This includes product sent back for evaluation. Therefore all products, including units that may be under warranty, must have authorization for the repair charge on the purchase order prior to the product being allowed to pass the receiving desk at AMCI. 

The Purchase Order should contain the following information:

• AMCI Part Number

• Part Serial Number

• Description of Problem

• Return Shipping Address

• Name and telephone number of person to contact for further information about the problem
• RMA# issued by the AMCI Sales Dept.

All material must be shipped on a freight pre-paid basis.  All other shipments will be refused.  For all warranty repairs, AMCI covers outbound freight charges for units shipping via UPS GROUND only.

Please note that AMCI's ME15 encoders and products priced below $400 are not eligible for repair; however, ALL products are eligible for evaluation within their respective warranty period, and possibly repair/replacement if the product is defective. 

IMPORTANT NOTE:  

In the event that a unit is returned to AMCI, tests to all specifications, and no problems are found, a repair evaluation charge will apply.  This is due to the amount of time spent on testing procedures.  This problem can almost always be avoided by contacting our 24-hour technical assistance.  During the day, you can obtain technical assistance by calling 860-585-1254 and select option 4, or for evenings and weekends please call 860-583-7271.  Alternatively, you can click here to fill out the online tech support contact form.  Please have your product model number and a description of the problem ready before you reach out to our tech support team.

Step 1.

The Distributor/Customer contacts AMCI requesting a repair service.  Flat rate pricing is provided to distributor/customer. A purchase order is received from the Distributor/Customer to cover the repair charges, at which time an RMA# is issued.  If the product is being shipped directly from the customer to AMCI they must be sure to reference the RMA# and the name of the distributor who is placing the order with AMCI.  

Step 2. 

The Distributor/Customer supplies AMCI with the product return form and places an order for the evaluation.  The product is then sent to the test/repair department where the unit is inspected, repaired and its warranty status* is determined.  It is then sent through standard test procedures to ensure, “like-new” operation. Once AMCI has received the product there is an approximate 2-week turn-around time for a standard repair. Under some circumstances you may require our RUSH REPAIR** service.   

Request the Product Return Form from AMCI Sales 860-585-1254, which must be filled out completely and returned to AMCI before being issued a RMA.
   

Warranty Repairs

AMCI warrants that all manufactured products(s) will be free from defects, under normal use, in materials and workmanship for a period of 18 months from date of shipment to distributor/customer.  Within this period, AMCI shall repair or replace, free of charge, any products covered by this warranty.  Products repaired under warranty will be returned via UPS Ground at no cost.  Other methods of return shipment will be charged to the customer.

The $150 evaluation fee will be refunded for product repairs covered by the factory warranty. However, products returned to AMCI for repair with a “no problem found” diagnosis will be subject to the $150 evaluation fee.

Non-Warranty Repairs

All non-warranty repairs are subject to a flat fee based on 35% of the product’s replacement cost, with the exception of products costing below $400 which are individually quoted.

The $150 evaluation fee for non-warranty repairs is non-refundable; however, AMCI will apply this expense towards the product’s total repair cost.

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*Warranty Status  
If a unit is found to be under warranty, for example the problem was caused by component failure, then the repair charge will be waived.  For all warranty repairs AMCI will be responsible for outbound freight charges for units shipping via UPS GROUND only.

**Rush Repair Service  
Our RUSH REPAIR service can usually have a unit repaired and sent back out within 24 hours of the date of receipt.   (There may be some instances where we may need more time) To use the RUSH REPAIR service you must follow the same steps as a standard repair, being sure to alert your contact at AMCI that this is a rush repair.  You will be required to ship the unit to us via some next day service as well as authorize us, on the purchase order, to ship the unit back to you via UPS RED.  Even if the unit is a warranty repair you will still be responsible for the freight charges.  (Aside from this, there is no extra charge for the RUSH REPAIR service)  This service was designed to aid those customers in down situations, where they do not have a spare unit on hand.  Having a spare unit is always recommended however we understand it is not always viable.