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OPTI TEMP Service Policy
OPTI TEMP's heat transfer equipment is designed to provide years of trouble free operation
and is backed by a one year warranty. However, occasionally system repairs may be
needed. To ensure timely resolution, OPTI TEMP has implemented the following service
policy.
Technical service and support assistance for OPTI TEMP re-circulating heat transfer systems
is available free of charge by contacting the OPTI TEMP service department (located in the
United States) by telephone at 231-946-2931 or by email at customerservice@optitemp.com
.
Emergency service/support is available 24 hours a day. Non-emergency calls or and email
requests will generally be handled during normal business hours (8:00am to 5:00 pm eastern
time).
Telephone and or email diagnosis and troubleshooting can be difficult and may require a trial
and error process. Please understand that OPTI TEMP can not assume any liability for
misdiagnosis over the telephone.
OPTI TEMP strongly encourages customers to take advantage of telephone support prior to
returning a chiller to OPTI TEMP for evaluation. Often a problem with a chiller can be
identified over the telephone and fixed quickly on site or may be an application or installation
problem. By working with OPTI TEMP's service department to troubleshoot the system, you
may be able to reduce downtime and expense associated with returning the equipment to our
factory.
Warranty and Non-Warranty Returns
To return a product a “Return Material Authorization” (RMA) number must be obtained from
OPTI TEMP. Our service department can be reached by emailing us at
customerservice@optitemp.com
or by calling 231-946-2931 during the hours of 8:00 am to
5:00 pm Eastern time.
OPTI TEMP will require a model number, serial number, and a detailed description of the
problem prior to assigning an RMA number. The RMA number should be clearly provided on
the outside of the returned product packaging. Heat transfer systems must be returned
clean, dry, and free from chemicals to OPTI TEMP's factory. Shipping costs must be prepaid.
OPTI TEMP can not be responsible for any damage occurring during shipment to the factory.
OPTI TEMP ordinarily will evaluate the unit within 3 to 5 business days of receipt and will use
reasonable effort to repair the unit promptly, in most cases within one week of receiving all
the required parts.
If upon examination, it is determined that the problem is not due to a defect in materials or
workmanship as defined by terms of the warranty, an evaluation fee will be charged
according to the following schedule and a quotation provided for repair costs.
1. $375 for Models OTC-.25A through OTC-7.5A.
2. $575 for models OTC-7.5A through OTC-15A.
3. $775 for models OTC-20A and larger.
The evaluation fee will be charged regardless of disposition (i.e.: scrap). If a non-warranty
condition is known in advance of the return, a purchase order for the evaluation fee and
return freight must be placed before the return is authorized. The chiller must be returned to
OPTI TEMP with freight charges prepaid. OPTI TEMP will provide an estimate of the required
repairs. After the repair OPTI TEMP will ship the chiller back freight collect.
Debit memos should not be issued for warranty and non-warranty repairs unless the unit is
returned as a result of an out-of-box (new) failure. OPTI TEMP will warranty the repair for
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