Reach Alpha Integration Manual | V006
+61 (2) 9519 7651 | info@reachrobotics.com www.reachrobotics.com
8.4. Servicing
Subsea electric manipulators contain several drivetrain mechanisms which require servicing to preserve their
performance and value. Like cars, if servicing is ignored, wear and tear can lead to unexpected field failures,
downtime, and more expensive repairs.
Reach Robotics recommends you service your Reach Alpha manipulator after 200 active hours or every 1 year,
whichever comes first. Active hours is the time the manipulator is powered and moving.
Please see this article on our Help Centre for more information, including what a service involves and current lead
times.
8.5. Repairs
If your Reach Robotics equipment becomes damaged or faulty, it may need to be returned to Reach Robotics for
investigation and repair under a Return Merchandise Authorisation (RMA). Only a Reach Robotics engineer may
authorise a return to our factory; the requirement may be determined through a phone call, email, or video
call/remote access to the unit. If you suspect that an RMA may be required, please contact Reach Robotics Support.
8.5.1. RMA process
The RMA process will cover the following steps:
1. Reach Robotics Support will request details of the issue to determine whether a return is necessary.
2. If so, an RMA Number (RMAXXXX-YYMMDD) will be issued to you, and the Reach Robotics engineer will
request shipping details so we can organise a pickup of the equipment. Do not send the equipment prior
to being issued an RMA Number.
3. The equipment will be shipped to Reach Robotics Headquarters in Sydney, Australia (see Note 4).
4. Our Production team will conduct an initial investigation on the unit, based on the information provided.
This will take an estimated 1-2 weeks. Any delays due to the complexity of the problem will be
communicated to you.
5. After the initial investigation, Reach Robotics Support will contact you with the findings of our Production
team. If the unit is not under warranty, a quote for the repair work and shipping costs will be included. If
the unit is under warranty, you will be notified, and the repairs will be carried out free of charge.
6. To authorise a non-warranty repair, send a PO for the work to Reach Robotics Support (see Note 3). Once
this is received, the repair work will start, and our Accounts team will send an invoice to you.
7. Typical repair times vary post-investigation, and the exact length of time required for the repair will depend
on the product being repaired, the complexity of the repair, and the availability of spare parts.
8. Any delays to the expected shipping date will be communicated to you. Priority service may be possible;
please discuss this with your usual Reach Robotics Sales Engineer.
9. When the repair is completed, our Warehouse Manager will organise returning shipping and contact you
with a ship date and tracking information (see Note 4).
8.5.2. Additional Notes
1. Standard Warranty of 1-year from date received is provided on all new Reach Robotics Products.
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