RMA-Request
Request for an RMA number
We would like to take this opportunity to explain our RMA process to you.
Please request an RMA number before sending in a device for testing or repair. This can be done by providing a few details; you will find the form further down on this page.
If the device was not purchased directly from us
You are using a machine in which one of our devices is installed, but you are not our direct customer? In this case, we kindly ask you to contact the machine manufacturer directly in the event of a malfunction or damage to our device. This is particularly important because the device usually works with specific software provided by the machine manufacturer, which is relevant for operation and error analysis.
The device should therefore be sent to the machine manufacturer. The manufacturer can often provide you with a suitable replacement device directly, so that you can get a solution as quickly as possible and get your machine back up and running.
Exception: Scanners and Control Units (BK MIKRO) can be sent in to us, even if you did not bought them directly from us
You purchased the device directly from us
Have you purchased a control panel or IPC directly from us and would like to send the device in for testing or repair?
To ensure smooth and prompt processing, it is important that you provide us with some information before sending in the device. This helps us to efficiently record your request and take appropriate action without delay.
To make it as easy as possible for you, we have provided a form for this purpose, which you will find below. Please take a moment to enter all the necessary information and include a detailed default description.
What happens to your completed form
We will receive the form in our support mailbox. The case will then be immediately pre-registered by the employee responsible for you, and you will be given an RMA number.
Please use this RMA number when sending in the device. The RMA number should be recognizable at the outside of the transport box and should be printed on your delivery paper as well.
After we receive the device, you will receive a confirmation of receipt. The device then goes through a defined process that clearly documents all steps and makes the current status traceable.
Warranty
Warranty
We use the serial number of the device to determine whether the repair is covered by the warranty period or whether the device is no longer under warranty.
Warranty claims
If the device is still under warranty, we will immediately take all necessary steps to repair it and ensure that it is quickly and efficiently brought back to its full functionality.
Once the repair is complete, the device will undergo a detailed functional test to ensure that it is in perfect working order. After successful testing and approval the device will be returned to you immediately
No warranty claim
If your device is outside the warranty period, we will first carry out a comprehensive inspection to determine the scope of necessary repairs. Based on this we will provide you with a cost estimate, which you will receive together with our detailed service report. This report informs you about the necessary steps to restore its functionality.
You can choose whether you want to approve the repair, have the device returned unrepaired, or have it professionally disposed by us.
Please note: If no faults can be found during the inspection of the device, we will however charge the costs (fee for technical inspection and administration) to you. We therefore recommend that you carefully check – before sending in the device - whether the problem may be caused by external factors or settings, in order to avoid unneccessary costs
Repair Request
Use our inquiry form to quickly and easily require a RMA number from us. Simply enter the relevant information and we will take care of the rest!