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Repair Policy

Prior to Beginning Repairs

• Purchase orders are required prior to initiating repairs and should be issued to Ryzex, Inc. Please note any special instructions on the purchase order.
• In the box with the hardware being sent in for repair, please include the serial number of the unit(s), along with a description of the problem.
• Units should be shipped to the repair depot indicated on your repair quotation.

Flat Rate Basic & Comprehensive Repairs

• Should your flat rate repair fall into the ‘Basic Repair’ category, work will commence as soon as the unit is received into a Ryzex repair depot.
• Should your flat rate repair fall into the ‘Comprehensive Repair’ category, you will be contacted for authorization to proceed. If you decline the comprehensive repair the unit will be returned to you at no charge.
• Expedited service may be available for your flat rate repair. Turn around time for an expedited repair is 3 days from receipt at a Ryzex repair depot. Expedited service must be approved in advance of the unit(s) being shipped to a Ryzex repair depot. An additional $50.00 per unit for scanners, and $100.00 per unit for terminals and radio frequency equipment will be invoiced for all expedited repairs.

Time and Materials Repairs

• For ‘time and materials’ repairs a estimate quote will be sent to you within 7 days of receipt of the unit(s) at a Ryzex repair depot.
• The estimate quote will detail the parts required as well as any lead times for parts which need to be special ordered. If lead time for the delivery of parts is extended by our suppliers we will notify you.
• Written approval from you must be received prior to commencing repairs.
• Should you decline the time and materials repair, the unit(s) will be returned to you un-repaired and you will be invoiced for the 2-hour minimum labor charge ($200.00).

Turn Around Times

• Advanced Replacement: Spare pool is maintained of ADC equipment on hand and replacement devices are shipped when the need arises.
• Immediate Replacement: Shipped within 1 day of reporting issue.
• Contract 3-day: Once the equipment is received, it is repaired and shipped back within 3 business days.
• Contract 5-day: Once the equipment is received, it is repaired and shipped back within 5 business days.
• Extended Service: Once the equipment is received, it is repaired and shipped back within 7-10 business days.
• Flat Rate: Once the equipment is received, it is repaired and shipped back within 7-10 business days.
• Time and Materials: Once the equipment is received, a quote for repair fees is sent to the customer within 7 business days. Repair turn around times depend on parts availability.
• Stated turn around times are calculate from the time equipment is received at a Ryzex repair depot, and the time it is shipped out from a Ryzex repair depot. Shipping time is not included.

No Problem Found

• If our technicians cannot find a problem with the unit (referred to at No Problem Found), a diagnostics/cleaning fee will be charged ($50.00 for scanners, $75.00 for terminals) in place of the basic repair fee.

Shipping Expenses

• The client is responsible for shipping expenses to the Ryzex repair depot.
• Within the contiguous 48 United States and Canada Ryzex will return all repaired equipment to you via ground freight at our expense.
• Customers outside of the contiguous 48 Unites States or Canada must pay all inbound & outbound freight, duties and taxes.
• Should you wish expedited freight service, please provide Ryzex with your shipping account number and preferred carrier. If this information is not provided, any additional expedited freight charges will be included on your invoice.

Repair Warranties

• All Ryzex repairs carry a limited 30-day warranty.
• All repairs being resubmitted for warranty work must be accompanied by an RMA issued by Ryzex.
  

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