Warranty And Service; Warranty; Requesting Service Or Repair - ReconRobotics THROWBOT 2 User Manual

WARRANTY AND SERVICE

WARRANTY

The full Manufacturer's Warranty documentation is
appended to this User Manual and available at the
following web address: www.reconrobotics.com.

REQUESTING SERVICE OR REPAIR

You can request service by contacting your ReconRobotics
sales representative or by emailing support@
reconrobotics.com. When you contact, please be
prepared to provide the following information:
• Problem description
• Customer Agency Name and Address
• Point of Contact
• Contact Phone or Email, along with best times to
reach you
• Serial number of the product that is experiencing
difficulties
• You may also be asked to provide proof of purchase
Our technical staff will attempt to troubleshoot and
resolve the problem. If repair service is needed, we will
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setup an RMA (Return Material Authorization) and arrange
for shipment of your equipment to the nearest repair
facility. Please do not just ship equipment to us without
an RMA in place as this will cause delays in processing.
If your issue cannot be resolved remotely, ReconRobotics
may provide loaner equipment during the repair process.
If your issue is not covered under warranty or by an
extended service plan or annual maintenance plan, we
will provide a not-to-exceed (NTE) repair cost estimate for
your approval before commencing repair. After repairs are
complete, you will be invoiced for the actual cost of repairs
up to the estimate. Typical turnaround time for a repair is
one week after receipt and approval to begin.
When sending equipment in for RMA, please include
the entire kit (Robot, OCU, and chargers) to ensure all
problems can be identified and necessary repairs can be
completed.
NOTE: If, after remote troubleshooting, the system is sent
back for maintenance and no problem can be identified, a
diagnostic fee may be assessed.