13.2 Instructions for In- and Out-of-Warranty Repairs
If you experience any difficulty with your Alpha MUTT
®
please call IPA
®
toll free at 888-786-7899 and
speak to one of our tech-support representatives to determine if the tester should be returned for repair.
Our return and service policies are designed to be simple and hassle free. Please follow the instructions
listed in this binder when you feel you have a product that needs repair. If at any point in the process you
are not happy with the service or support you receive from any member of the IPA
®
team, please email
president@ipatools.com.
Step 1: Determine Type of Repair Needed
There are three types of repair:
Physically Broken – Tester has physical damage, i.e. switch snapped off, socket came loose, etc.
Erratic Behavior – Tester is not working properly, i.e. lights flashing, erroneous error warnings, etc.
Problems with Components/Accessories – Issues with items not in the main tester, i.e. remotes
not programming, battery charger issues, etc.
Step 2: Determining Service Action
Many issues can be fixed over the phone with the help of one of our tech-support team members. If you
have an issue with one of our testers, call 888-786-7899 or email tech@ipatools.com to speak with one
of our team members. They will determine the best level of service to provide for the tester.
There are three levels of repair:
Fix Over the Phone – Tech support will walk the customer through the repair over the phone. No
parts or inhouse service is needed.
Field Repair – Tech support will send the required parts needed for the customer to service the
tester in the field themselves.
Inhouse Repair – The customer will send in the tester for the tech-support team to service in house.
Step 3: Acquire RGA #
Once a tech-support team member determines parts need to be sent out for an in-field repair or the tester
needs to be sent in for repair, an RGA # will be assigned along with next step instructions for the
customer.
NOTE:
• Always take at least 5 pictures of your tester BEFORE sending the tester to the IPA
®
facility.
• IPA
®
is not liable for any damage that occurs to the tester during shipment.
• Consult a tech-support team member over the phone or via email before you send in any tester for
repair. Testers with excessive sheet metal damage may not be eligible for repair and a tech may
suggest another option, i.e. swap-out program, scratch and dent model.
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