General Repair Information
Our Service Center can service your defective product both pre- and post-warranty, to the component or module level. We also have custom service and sales programs to manage or maintain any aspect of service or sales program your company requires regardless of your industry.
Return Material Authorization (RMA) Process and Policies
- RMA Within Manufacturer's Warranty
- RMA Out of Warranty
- Exchange/Replacement Policy
- DOA Policy RMA Process for Units Within Warranty
RMA Process for Units Within Manufacturer's Warranty
The Warranty RMA process is a convenient one and provides you with three methods for making your request.
Phone Request – A service support engineer will diagnose your problem and, if it is determined that a hardware failure has occurred, will issue (up to 2) RMAs via phone 1-800-469-6484.
Fax Request – A service support engineer will respond within 4 - 8 business hours of receiving your request. Please send your request to our fax at 630-375-9344. During peak hours, response times may be longer.
WEB Request – You may request up to 8 RMAs using our on-line RMA request Form. A service support engineer will respond within 4 - 8 business hours of receipt of the request. During peak hours, response times may be longer.
Note: RMA numbers are valid for ninety days from date of issuance.
Our hours of operation allow for a quick response from 8 AM to 5 PM Monday through Friday, Central Standard Time. Night and holiday messaging is also available. You will receive a return call before noon the following business day with your RMA number..
In order to process your warranty request expeditiously we will require the following information:
- Company Name & Address
- Contact Name, Phone & Fax Number
- Model, Part & Serial Number of Units in Need of Repair
- Problem Description
- Copy of the original dated, machine printed proof of purchase (POP) indicating the serial number of the unit purchase
Please post the assigned RMA number on the outside of each box and ship your unit to freight prepaid:
Our factory trained technicians will guarantee the quality of your unit by using only authorized parts during the repair. After our turnaround of 2 - 5 working days, Cintronics will ship the unit back to you freight prepaid.
RMA Process for Units Out of Warranty
The out of warranty RMA process is just as convenient as the in warranty process and provides you with the same three methods for making your request.
Phone Request – A customer service professional will promptly issue (up to 2) RMAs via phone. Call 1-800-468-4591.
Fax Request – A Customer Service professional will respond within 4 business hours of receiving your request (for 2 or more) via fax. Submit your fax to 630-375-9344
WEB Request – You may request up to 8 RMAs using our on-line RMA request Form.
Note: RMA numbers are valid for ninety days from date of issuance.
Repair Options:
Cintronics provides you with two repair options for your out of warranty products. You have your choice of a 90-day repair warranty or a 12-month product warranty on your repaired products.
120 Day Repair Warranty – Starting at $149* for a monochrome terminal and $225* for a color terminal, our factory trained technicians will repair your product using only factory parts. The warranty for standard repairs is 120 days and covers only the original problem and solution. The warranty begins the day the repair is shipped to you.
12 Month Product Warranty – Starting at $175* for a monochrome terminal and $265* for a color terminal, our factory trained technicians will repair your product using only factory parts. The warranty for this option is 12 months and covers any problem with the product. This ‘warranty extension’ will provide you with the same coverage as your original warranty. You will receive a certificate indicating the terms of the extension and dates of coverage. Certain limitations apply.
*Note: This price does not include CRT replacement. In the event that a CRT requires replacement, Cintronics will notify you to obtain your approval before we proceed. The price for the replacement starts at $50 for a monochrome CRT.
In order to process your out of warranty request expeditiously we require the following information:
- Company Name & Address
- Contact Name, Phone & Fax Number
- Model, Part & Serial Number of Units in Need of Repair
- Problem Description
- Method of Payment – Credit card (Master Card, Visa or American Express), Prepaid Check, or COD
- Please post the assigned RMA number on the outside of each box and ship your unit to . Our Factory Trained Technicians will guarantee the quality of your unit by using only authorized parts during the repair. The expected turnaround time is 3 to 5 days from date of receipt of your unit. Cintronics will ship the unit back to you freight prepaid.
Exchange/Replacement Policy
In the unlikely event that your product can not be repaired for causes beyond our control, Cintronics has the option, under warranty, to replace a product with a like new product.
Cintronics classifies some replacement products as "R" stock. For better identification, we have marked them with an "R" after the part number. The serial number location is either on the bottom or back of he unit.
The "R" stock meets new product specifications, looks ‘like’ new and is packaged in new boxes. The "R" stock may consist of new products previously used as sales demos, stock rotations, or repaired product.
Any product used to replace a defective product carries the balance of the original product warranty. For example, if a 3-year warranted product is replaced after one year, the replacement product carries the balance of the two years of the remaining warranty.
DOA Policy
The DOA policy is a program usually provided to end-users. This policy is 3 days from date of installation. If your product fails in the first 3 day from installation, Cintronics will repair or replace the product within a 48 hour turn around time. Cintronics will do its best to help on a case by case basis.