6-O&M_Troubleshooting_r1d Section 6Page 4
EBTRON, Inc • 1663 Hwy 701 S., Loris, SC 29569 • Toll Free: 800-2EBTRON (232-8766) • Fax: 843-756-1828 • EBTRON.com
6.5.2. Standard Factory Repair Service
The customer returns the defective damaged products to the EBTRON factory for inspection and/or repair.
The Standard Factory Repair Service Policy is described below.
Standard Factory Service Policy
1. The customer must perform basic field diagnostics as requested by EBTRON Customer Service to determine which
product component(s) is/are defective/damaged. Once approved, a return merchandise authorization number
(RMA#) will be assigned so that the defective/damaged product(s) can be returned to EBTRON by the customer at
the customer’s expense.
2. The equipment will be inspected based upon the condition at arrival at the EBTRON factory to determine cause of
damage (warranty or non-warranty). The customer should properly package and insure the equipment in case of
shipping loss or damage. Product(s) damaged in shipment will void any warranty claim.
3. If non-warranty repairs are required after inspection, the customer will be contacted with a cost estimate for the
repair. The customer must provide a purchase order for the non-warranty repairs to initiate the repair process.
4. Most repairs, warranty and non-warranty will be performed in one week of receipt of the product (warranty) and one
week of receipt of the repair purchase order (non-warranty). Exceptions include large or special service requests
that will be handled on a case-by-case basis.
5. If the damage is deemed to be warranty, the product(s) will be shipped in the same manner it was received by the
customer and the return shipping charge will be paid by EBTRON. If the damage is deemed to be non-warranty, the
customer will be invoiced for the repair and the associated shipping charges based on the customer’s shipping
instructions.
6.5.3. Other Service Options
If the EBTRON Advance Replacement or Standard Factory Service options do not meet your needs, field
service and/or replacement product(s) can be obtained/purchased directly from your local EBTRON
representative.
For the name and phone number of your local EBTRON representative visit us online at https://ebtron.com/
.
Click on the REP FINDER button on the top right side of the page.
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