Service and Repair Policies & Procedures
GeneralFor all items requiring service, regardless of warranty status, Narda-MITEQ MRO department must be contacted for a Return Material Authorization (RMA) number. The RMA number may be requested over the internet. You will need to provide the model number, serial number and as much information as possible about the nature of the product failure mode. To complete this process, please visit our web site at https://nardamiteq.com/secure/rma.php and complete the online repair form. If there are any concerns or questions, please contact customer service directly at rmanm@nardamiteq.com or call 631-231-1700. In addition, if a technical point of contact is available at the user's facility, please provide this individual's name and phone number should any further communication be necessary. Once the form has been completed and electronically filed, you will be contacted within two business days with an RMA number. Please do not return any hardware without an RMA number.
RETURN OF UNITS
All products being returned to Narda-MITEQ for repair must be shipped with the shipping charges prepaid. Items returned to Narda-MITEQ from outside the United States must include two (2) copies (one copy placed in a shipping container, one copy affixed to the outside of the shipping container) of a pro forma invoice which states "U.S. Manufactured goods being returned for repair". Omission of this statement could result in the charge of duties and taxes, which in turn would have to be billed back to the customer. Whenever possible, the product should be shipped back to Narda-MITEQ in the original packaging. If this is not possible, the product must be returned in the proper ESD safe packaging by first placing it in a static shielded package and then using static dissipative material to protect it from shipping damage. Product that is not packaged properly will be considered mishandled and therefore out of warranty. Items subject to "in-warranty repair" will be returned to the customer at no charge. The customer will be responsible for return shipping charges for items that are out of warranty or that have been mishandled in addition to the evaluation and repair charges as outlined below. For units returned that are subsequently found to have no defects, an evaluation fee will be charged for any testing and processing regardless of warranty status.
EVALUATION/REPAIR COSTS
Warranty repairs will be made at no cost to the customer. Unconfirmed failures of in-warranty units, out-of-warranty units, or units which have been mishandled, will be subject to an evaluation fee determined by a combination of the age of the product and the product line it is associated with (i.e. Active, Passive, SATCOM or Integrated Microwave Assembly (IMA)). A purchase order with written approval from the customer authorizing the evaluation fee is required prior to work being performed.
Following the evaluation of out-of-warranty or mishandled units, Narda-MITEQ will provide a cost estimate for repair charges and require a modified purchase order prior to beginning work. Particularly for older units, repairs to bring products back to full compliance may be limited due to general wear and tear as well as the availability of materials (i.e. obsolescence). In these cases, Narda-MTEQ will note any required specification exceptions with the cost estimate. If during repair, additional defects are uncovered, additional fees may be required.
For those items which are determined to be beyond economical repair (BER), or if the customer decides against repairing the unit based on the cost estimate, only the quoted evaluation fee will be charged.
In the event Narda-MITEQ does not receive a response to our quote for non-warranty repairs within 30 days, the hardware will be returned to the address it came from and the end customer will be billed for the evaluation fee.
RETURN LEAD TIME
Typical repair turnaround time is 60 days after receipt of the unit at Narda-MITEQ, for units returned within five years of shipment date. Actual turnaround time will be determined at time of receipt of hardware. If delivery is critical, please contact customer service directly at rmanm@nardamiteq.com or call 631-231-1700 to speak to a Customer Service Representative.
Non-Warranty Failure Analysis
For failure analysis on any non-warranty parts, Narda-MITEQ will change a minimum fee of $450 for each analysis.
Customer Support
Please Contact Narda-MITEQ for more information:
| Narda-MITEQ Sales Team Email: componentsnm@nardamiteq.com Phone: +1 (631) 439-9220 |
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