Hardware Repair Services
1. Where can I send my unit for service?
2. How do I get a Service Authorization Number (SAN)?
3. Can I get a service technician to come to my site for repairs?
Where can I send my unit for service?
The Nematron authorized service center is located at Nematron in Ann Arbor, Michigan USA. For each unit received, there is a minimum diagnostic/repair charge, which includes initial diagnostics, minor repairs, adjustments, two days "burn-in" testing (in our environmental chamber), and a new shipping carton. This minimum charge varies by model. You will be contacted for approval should additional repairs (and therefore charges) be necessary. Normal turnaround time is one to two weeks. Faster turnaround is available when required, depending upon service department workload. All repairs have a ninety (90) days repair warranty, however, if you waive the two day "burn-in", the standard 90-day warranty is not offered.
You should ensure that you have a good backup of any programming the unit requires, as it will likely be lost in the repair process.
In case repairs quoted are too costly, you will be offered the opportunity to purchase a new replacement unit for 10% less than the current list price. If a new unit is then purchased, the old unit is returned or scrapped at the owner's option and the minimum diagnostic/repair charge is waived.
A unit received without an SAN will not be accepted into our system, and will be subject to a $50.00 charge for time and communications to establish reason for return. This will also contribute to the delay in returning your unit to production.
How do I get a Service Authorization Number (SAN)?
In North and South America, Mexico, and Central America:
Download and return a completed Service Authorization Number Request form (link is below and to the top right). The completed PDF form will send a copy of the form to Nematron. Please save a copy of this form to your local drive. A separate, completed form should be sent for each unit being returned. After Nematron receives a completed form, an SAN will be issued and the form will be returned. The form will have all the shipping instructions necessary to return the unit.
Click Here to download the Service Authorization Number (SAN) Request form.
Can I get a service technician to come to my site for repairs?
to obtain more information.