Revision as of 10:13, 25 January 2016

Contact PROBOTIX support@probotix.com to be issued an RMA for return, repair, warranty, or non-warranty service. Once an RMA number is issued please complete the following form and include it with your shipment. Please review our return policy under our terms and conditions - any returned merchandise automatically acknowledges your acceptance of the terms and conditions outlined here: TERMS AND CONDITIONS

You can download and fill out the RMA form here: media:RMA_FORM.pdf

ALL SHIPMENTS MUST HAVE AN RMA# AND FORM COMPLETED.

TECHNICAL SUPPORT

Does support come with your product? Yes!

Technical support is available on all PROBOTIX™ products. For technical support , please email: support@probotix.com or call (309)691-2643. Your telephone call or email will be answered during regular business hours, Monday through Friday, 7AM - 4PM CST. PLEASE LEAVE A MESSAGE IF NO ONE ANSWERS THE PHONE. We will call you back as soon as possible. Please have your product model number and a description of the problem ready before you call. If you purchased PROBOTIX™ products from a PROBOTIX™ dealer, you will need to contact the dealer you purchased it from and handle the return through them.

If you are using PROBOTIX™ products in mission critical business operations and require technical support after hours, in an extended scope, or in an expedited time frame; please call a PROBOTIX™ representative at (309) 691-2643 and ask about one of our Service Agreements. PROBOTIX™ cannot be held responsible for any delays or production downtime in relation to agreements promised to your customer unless under a Service Agreement with PROBOTIX™.

Please note that we have no dealers, right now, but you are welcome to inquire if you'd like to distribute our products.

Before calling us, know that we will be able to serve you more efficiently if you have the following information:

The order number and model number of the devices involved The installation procedure that you used A list of concise symptoms including exact errors A list of operating procedures and conditions that you were using when the problem arose List of other devices connected to the system and a description of those connections List of other electrical connections on the same circuit in the room We will make every effort to provide you technical support as it relates to our products, however our support is limited for products we do not manufacture or develop such as CAM software, CNC control software, operating systems, etc. You are expected to contact the manufacturer or support community for products we do not develop, but we will help isolate any problems to the appropriate solutions and direct you accordingly.

In terms of CNC Control Software, you are free to use whatever you like, however we use LinuxCNC (formerly EMC2). Because we have a better working knowledge of it, we are better able to provide technical support if you are using LinuxCNC.

DISCLAIMER

PROBOTIX™ reserves the right to make changes without further notice to any of our products.

PROBOTIX™ makes no warranty, representation or guarantee regarding the suitability of its products for any particular purpose, nor does PROBOTIX™ assume any liability arising out of the application or use of any product or circuit, and specifically disclaims any and all liability, including without limitation special, consequential or incidental damages.

PROBOTIX™ products are not designed, intended, or authorized for use as components in systems intended for surgical implant into the body, or other applications intended to support or sustain life, or for any other application in which the failure of the PROBOTIX™ product could create a situation where personal injury or death may occur. Should Buyer purchase or use PROBOTIX™ products for any such unintended or unauthorized application, Buyer shall indemnify and hold PROBOTIX™ and its officers, employees, subsidiaries, affiliates, and distributors harmless against all claims, costs, damages, and expenses, and reasonable attorney fees arising out of, directly or indirectly, any claim of personal injury or death associated with such unintended or unauthorized use, even if such claim alleges that PROBOTIX™ was negligent regarding the design or manufacture of the part.

"Typical" parameters which may be provided in PROBOTIX™ data sheets and/or specifications can and do vary in different applications and actual performance may vary over time.

SERVICE AGREEMENTS

PROBOTIX™ offers a variety of Service Agreements for businesses and customers on an annual and per event basis. Service Agreements can provide a level of response for technical support hours and response time, advance replacement, expedited shipping, and on site service. Please contact a representative to discuss pricing and options available for your location. WARRANTY

PROBOTIX™ warrants that all our products will be free from defects, under normal use, in materials and workmanship for a period of 1 year. Within this warranty period, PROBOTIX™ shall, at its discretion, repair or replace, free of charge, any equipment covered by this warranty which is returned, shipping charges prepaid by buyer, within 1 year from the date of original purchase, and which upon examination proves to be defective in material or workmanship and not caused by accident, misuse, neglect, alteration, improper installation, or improper testing. All products returned under warranty must be returned in their original packaging. Prior to installation, the equipment referred to in this document must be stored in a clean, dry environment, in accordance with any instructions given. Periodic checks must be made on the equipment's condition.

Exclusions: all bare, static sensitive electronic circuit boards (breakout boards, drivers, relay boards, etc) to be installed and wired by the customer are not covered under warranty. Customer is responsible for rewiring the linear power supply if outside the USA - unless agreed upon in advance by PROBOTIX that we will wire it for your voltage. Additional fee may apply for pre-wiring for 220/240VAC. PROBOTIX is not responsible for any damage caused by incorrectly wiring for voltages and warranty is void.

WARRANTY IS NON-TRANSFERABLE AND APPLIES ONLY TO ORIGINAL PURCHASER

The provisions of this warranty are the sole obligations of PROBOTIX™ and excludes all other warranties expressed or implied. In no event shall PROBOTIX™ be liable for incidental or consequential damages or for delay in performance of this warranty.

Computer Warranty

Consult the manufacturers of computers and peripheral devices (for example, printers, monitors, disk drives) used in conjunction with PROBOTIX™ devices and software for information about warranties. The warranties on computers and peripheral devices are those provided by the manufacturer. PROBOTIX™ offers no additional warranties. The computer supplied has a 90 day warranty and may have manufacturers warranties on the parts and components. Software support, information and documentation is located at www.linuxcnc.org and configurations for our machines are available for download off our wiki. Warranty Repair

PROBOTIX™ devices covered under warranty will be repaired or replaced and returned to you at no charge as long as they are not determined to be manufacturer defect. Buyer is responsible for shipping defective material back to PROBOTIX™ and performing requested technical support tasks via phone/email prior to being issued an authorization for return of merchandise and repair under warranty (RMA).

Customer is responsible for all shipping costs, labels, and materials for getting the product back to our facility, PROBOTIX will pay for shipping of repair or replacement back to customer. PROBOITX will ship RMA'd products back to customer via standard or ground shipping - no expedited shipping is included unless paid for by the customer If you have any questions about applicability, please contact the PROBOTIX™ Customer Service Department or your PROBOTIX™ representative.

Non-Warranty Repair

For out-of-warranty repairs, contact your PROBOTIX™ representative or the PROBOTIX™ Customer Service Department. A customer service representative will discuss service options with you and can assist in making arrangements to return the device, if necessary. Merchandise is out of warranty if the warranty period has expired (1 year on machines, some parts, 90 days on electronics) or if the product is resold to a 3rd party. The warranty is also invalidated by:

Operating the device in a manner it was not intended for. Operating the device outside of its design specification. Performing unauthorized disassembly, maintenance or modifications on the device.

Returns

You can return your merchandise in unused, resalable condition within 30 days of purchase. A 15% restocking fee will be deducted from your refund. Shipping fees are non-refundable. Any missing parts or accessories will be deducted from the refund. Custom machine orders are not refundable.

Software sales are subject to the software developers licenses and are not refundable.

Products that are assembled by the end user such as V90/X90 machine kits are not refundable. Return Procedure

If you are in the United States, contact the PROBOTIX™ Customer Service Department to obtain a Return Merchandise Authorization (RMA) number. An RMA number MUST be obtained before returning a device. We cannot accept returned merchandise without an RMA Number. http://www.probotix.com/wiki/index.php/RMA_FORM To Return a Device

Carefully pack the item to prevent damage in transit. Check with PROBOTIX™ regarding proper method of shipment. No responsibility is assumed by PROBOTIX™ for damage caused by improperly packaged products. Indicate the RMA number on the carton or on the packing slip. Always insure for the replacement value of the item, PROBOTIX is not responsible for any damage from shipping nor any costs of shipping the item(s) to us. Completely fill out the RMA form and include a copy in the shipment making sure to provide as much detail as possible. Ship to:

PROBOTIX

Repair Dept RE:(RMA number)

8800 N. Industrial Rd.,

Peoria, IL 61615

Due to custom restrictions, products CANNOT be returned from outside the USA.