REPAIR AND SERVICE POLICY
Service Order and RMA (Return Material Authorization)
Mesotech creates a Service Order for every item being returned for service or repair. You will be asked a number of questions, such as model, serial number, symptoms, etc, to help us determine the scope of the service. Once we have all the necessary information to proceed with the work, you will be given an RMA number and shipping instructions. Your RMA number will expire 30 days after being issued if the product is not returned to us. All returns require your purchase order or equivalent to insure payment.
Shipping and Freight
Shipping and installation of the replacement Products or replacement parts shall be at Buyer’s expense. This includes products returned for warranty repair.
When shipping your product, make sure to boldly mark the outside of the shipping container with the RMA number. We may refuse packages that are not marked clearly with the RMA number. We may refuse products returned without prior authorization and an RMA number. If we inadvertently received such a package, it may be returned to you freight-collect.
Please make sure to properly pack your product for shipping. We recommend returning the product in its original shipping container. Your warranty may be voided if your product is received without adequate shock, vibration, and ESD protection. We recommend that you insure the contents of the shipment and use a carrier that offers a package tracking service. Mesotech is not responsible for undelivered and refused packages or products damaged during shipment.
For international shipments, the warranty excludes all costs of shipping. Any customs clearance and related charges incurred by Mesotech to receive your package will be added to the repair invoice. Please include all importation documents with the package so that it can clear U.S. Customs. You should include U.S. Customs Form 3311, Declaration for Free Entry Of Returned American Products.
New Customers
If you are a new customer to Mesotech, we will require specific information to establish a customer account and payment terms. If you are a reseller, we will need a copy of your Tax Exempt Certificate or Resale Certificate.
Non-Warranty Service and Repair Costs
All non-warranty returns will be evaluated to determine if the item can be repaired and, if so, what repairs will be necessary. Prior to giving you an RMA number, we will quote a fee to cover the costs of the evaluation. The amount of the evaluation fee will depend on the type and age of the product being returned. It will not be less than $60 for 30 minutes of inspection and diagnosis. This fee will be credited toward the final repair cost if you choose to proceed with the repair. If the estimated repair cost is less than $300, then we will complete the repair without further authorization from you. For service and repairs exceeding $300, you will be given a detailed quotation for your approval. We will provide you with any information you need concerning the cost of service or repair. If you choose not to proceed with the repair, you may have the product returned “as is” or have it disposed of by us for a fee. If we do not receive your instructions to proceed with the repair within 10 working days of the quotation, we will return the product to you “as is” and the RMA will be closed. Our repairs are warranted for 90 days from the date of repair or the remainder of the original warranty. Our fees are subject to change at any time.
No Defect or Problem Found
If we are unable to identify a problem with your product, we may ask you for more information to assist in further diagnosis. If we cannot identify the defect within a reasonable amount of time, we will assume the product is operating within specifications and return it. You will be billed the evaluation fee and shipping costs when no problem is found.
Upgrades
An upgrade is any service or modification to a product that is not required to meet original factory specifications and performance. If you request an upgrade on a product still under warranty, it will be treated as a non-warranty service.
Items Beyond Repair
We may choose to credit you for items that cannot be repaired if the defect is considered a warrantable defect and a replacement is not readily available. If we choose to give you a credit, we will credit you the purchase price of the item. Items determined to be beyond repair as a result of your actions will be returned “as received” and we will bill you the evaluation fee. We cannot guarantee a replacement or credit of any type when the warranty has expired or is not applicable.
Product Configuration
Please document the configuration of your product before shipping it to us. You are responsible for backing up any installed software prior to shipment. The repaired product will be shipped to you with factory default configuration settings unless prior arrangements have been made.
Address:
Mesotech International, Inc.
4531 Harlin Drive
Sacramento, CA 95826
Phone: 916-368-2020
800-637-6832
Fax: 916-368-2030
Email: support@mesotech.com
Website: www.mesotech.com