Frequently Asked Questions

	Customer Service: 1-800-344-4013

Frequently Asked Questions (FAQs)

Please click on the questions below to get their answers.

1.Who do I contact for technical assistance or further customer service?

2.How do I get my unit repaired?

3.Are Out of Box Failures handled differently?

4.What if I forgot my login or password?

5.Why am I getting an error when I try to track the order?

6.What do I need to do to get the unit repaired under warranty?

7.Why is Proof of Purchase required on all warranty requests?

8.I have already registered my tool, why do I have to provide a Proof of Purchase for warranty?

9.How do I find the warranty on my unit?

10.Are freight costs covered under warranty?

11.Can I get a replacement or a credit instead of getting the unit repaired under warranty?

12.What is the warranty on software?

13.Why am I being charged for a repair when the new software caused the unit to fail?

14.Can I get an estimated cost for a repair?

15.What does it mean when a unit is not serviceable?

16.Why didn’t you contact me before returning my unit unrepaired?

17.Is there a priority given to units that have previously been in for repair?

18.How does the Repair Technician diagnose and verify the problem?

19.What happens when I requested an estimate, but got invoiced for a repair without being contacted?

In the rare event that this happens, you can return your unit to the Repair Center and receive full credit on the repair. Call 1-800-344-4013 or use this website to get free return shipping and the repair will be reversed at no charge to you.

20.Can I purchase parts to repair my own tool?

21.Are Loaners or Rentals available?

22.Can I buy an Extended Service Contract?

23.Does product need to be validated before I buy an Extended Service Contract?

24.Why am I being charged a diagnostic fee? I have never been charged that before.

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Build Version: Feb 11, 2014 DB version: .NET version:4.0