How to Select an Industrial Electronics Repair Facility – 7 Criteria for Success

When a critical piece of industrial electronic equipment fails – be it a drive, a PLC, an HMI panel, or a control board – choosing the right repair facility is vital. The decision will impact how quickly you’re back up and running, how much you spend, and how reliable the fix is. Not all repair services are equal, and making the wrong choice can lead to frustration, wasted money, or recurring breakdowns. As a company that has specialized in industrial electronics repair for over 50 years, we’ve seen the good, the bad, and the ugly in this industry.

In this post, we want to offer an insider’s perspective: 7 key criteria to consider when evaluating an electronics repair provider. Whether you work with us at Control System Labs or another service, these are the factors that determine if you’ll have a smooth, successful repair experience.

1. Experience and Expertise with Your Equipment

Start by looking at the repair shop’s experience – both in years and in specific equipment types. Industrial electronics covers a broad field (drives, CNC controls, power supplies, displays, etc.), and each has its quirks. You’ll want a provider who has repaired your type of unit (and preferably your brand/model) many times before. Questions to ask: How long have they been in business? How many repairs do they do per year? Do they have technicians experienced in, say, servo drive repair if that’s what you need?

Why it matters:

A team that’s seen a particular failure multiple times can diagnose it faster and more accurately. For example, if your Siemens SIMATIC PLC goes down, a shop that’s fixed hundreds of them will know common failure points (perhaps a power regulator issue or non-volatile memory problem) versus a shop seeing it for the first time. At Control System Labs, we’ve been repairing electronics since 1970 – our technical team has an average of 25 years of experience – which means there’s very little we haven’t encountered. That experience directly translates into quicker turnaround and higher success rates. An inexperienced shop might eventually figure it out, but do you really want your production hinging on a trial-and-error learning curve? Probably not.

2. Comprehensive Diagnostic and Testing Procedures

A competent repair isn’t just about swapping a bad part; it’s about thorough diagnostics and testing. When evaluating a repair facility, ask about their testing process. Do they have the capability to simulate your equipment’s operating conditions? Will they load-test a drive under power or just power it on with no load? Can they test all functions (for example, all axes of a multi-axis controller, or all I/O of a PLC rack)? Also, inquire if they perform a burn-in or extended test cycle. The best repair shops will run your equipment for hours to ensure the problem is fully resolved. They should also be willing to provide a repair service report – explaining what went wrong and what was fixed.

Why it matters

Industrial machines operate under stress – high currents, heat, and vibration. A repair that isn’t fully tested under those conditions might pass on the bench but fail in the field. We’ve invested heavily in building test fixtures (over 4,000 of them for various boards and controls) so that when we repair an item, we can verify it performs just as it would in your machine. For example, if we repair a 50HP AC drive, we actually connect it to a motor and simulated load before we return it. Without such testing, you’re essentially beta-testing the repair in your production environment – a risk you shouldn’t have to take. A related aspect is diagnostic tools. Top providers use tools like oscilloscopes, logic analyzers, and even X-ray inspection for hidden flaws. They may also have specialized programming devices to handle firmware or programmable chips on your boards (at CSL, we can reprogram many PLCs and microcontrollers in-circuit, which is crucial if memory is lost or corrupted). If a company’s answer to “How do you test the repair?” is vague, that’s a red flag.

3. Turnaround Time and Flexibility

Downtime is expensive – so speed of repair is often a deciding factor. Compare the turnaround times offered. Is the company clear about how long an average repair takes? Do they offer expedited service for emergencies? Also, consider shipping method depending on their location relative to you. How many parts do they have in stock? Turn-around time is based on all of these factors, and can very repair to repair, so there’s no one-size-fits-all answer here – a lot depends on the complexity of the repair and parts availability. Transparency is key. If you need a fast fix, ensure the shop can handle that before you ship the item.

Why it matters:

Every extra day a machine is down is production lost. If a repair source can’t turn it around quickly (or at least offer a stop-gap like an exchange unit), you might be better off finding one who can, even if it costs slightly more. At Control System Labs, our philosophy is “fast as possible, but never rushed at the expense of quality.” We keep a large component inventory so we don’t lose days waiting for parts and we do offer rush service for genuine emergencies (we’ve had cases where we got a critical control repaired overnight for a customer).

Ask the provider: What’s your typical turnaround for this item? Do you have this part in stock? and What are my options if I need it faster? A trustworthy service will give you realistic expectations. Sometimes incredibly fast turnarounds are marketed, but be sure that includes proper testing (see point 2). It’s about balance – you want it fast, but you also want it done right.

4. Warranty and Repair Assurance

The length and terms of a repair warranty speak volumes about a repair facility’s confidence and integrity. Compare warranties: 90 days, six months, one year, two years? Also, what’s the process if the item fails under warranty – do they expedite the warranty repair?

Why it matters:

Electronics can be fickle. If something goes wrong after the repair, you want to know the provider has your back. Many top-tier repair companies now offer 12- to 24-month warranties because they have faith in their workmanship. (We offer a full 2-year warranty on our repairs, one of the strongest in the industry – because if we fixed it, we expect it to last.) On the flip side, if a shop only offers 90 days, you might wonder if they expect their repair to hold up. Check also if the warranty covers the entire unit. A good warranty will say, in essence, “If this unit fails for any reason in the warranty period, we’ll take care of it.” Less customer-friendly ones might say “warranty only covers the specific components we replaced.” We choose the former approach, because usually if something else failed, it might indicate something we should have addressed initially. Also, look for any fine print like “warranty void if installed by customer” (yes, we’ve seen weird clauses!). A reputable company makes the process easy: request an RMA, send it back, and they’ll fix it again promptly.

5. Capabilities and Services Offered

Beyond just fixing a broken part, consider what additional services or support the repair facility offers. Do they also provide preventive maintenance, such as recapping aging boards or calibrating instruments? Can they handle refurbishing of a whole machine interface (e.g., replacing a dim CRT with an LCD upgrade)? Do they sell refurbished units or spares in case your unit is unrepairable? How about on-site services for things that can’t be easily shipped?

Your ideal choice might depend on your needs. If you operate a plant full of older electronics, a repair partner that can systematically refurbish and harden your boards (instead of just fixing a single broken trace) adds value by preventing future failures. Similarly, if you occasionally face issues that require on-site diagnosis, you’d lean toward a provider that has field engineers available.

At Control System Labs, aside from component-level repairs, we offer things like preventive maintenance programs (we’ll clean, replace known age-sensitive components, and test spare boards on a scheduled basis) and exchange services (we provide a working unit from our inventory and you send yours in – minimizing downtime). We’ve also helped OEMs with upgrades – for example, installing manufacturer update kits on older boards to bring them up to the latest revision. These capabilities mean we’re not just a break-fix shop but a full support partner for our clients.

Why it matters:

If you can consolidate needs (repair, spare parts, on-site help, etc.) with one reliable partner, it simplifies your life. Even if you don’t need extras now, it’s good to know what a provider can do. It’s like picking a vendor with “room to grow” – maybe today you just need a quick fix, but next year you might undertake a plant life extension project where you want to refurbish dozens of boards. Choosing a capable provider now sets you up for those future needs.

6. Customer Service and Communication

This criterion is a bit less tangible but extremely important: How does the company treat you as a customer? From your initial inquiry, do you feel like you’re dealing with a knowledgeable human who cares about your problem, or a bureaucratic process where you’re just a number? Key things to look for:

• Responsiveness: Do they reply to emails promptly? Can you get a technical person on the phone when needed? Fast response in quoting and answering questions is a proxy for how they handle the actual service.

• Transparency: Do they explain their findings and keep you updated? For instance, if they discover additional issues during repair, will they inform you and discuss options, or just quietly fix and bill you extra?

• Flexibility: Every repair need is a little different. A customer-focused provider will adapt – whether it’s working with you on price if you have budget constraints, or coordinating shipping logistics to fit your schedule.

• Post-repair support: Do they assist with installation tips or troubleshooting if the repaired item is reinstalled and something’s still off? (Maybe the machine had another fault.) The best companies won’t abandon you once the unit ships; they’ll be invested in seeing that machine actually run.

We take pride in our customer service – for example, you can always speak to the engineer or technician who worked on your unit if you have questions. And since we’re a family-owned business, our approach is personal: we treat our customer’s problem like our own, and that shows in interactions (no runaround, and even small clients get full attention).

Why it matters:

Technical skill means little if the company is unprofessional or hard to deal with. Imagine sending your equipment off and then struggling to get an update for weeks – stress you don’t need. Good communication from a repair shop not only gives peace of mind, it can sometimes save time and money (they might guide you to check something simple before you even ship, etc.). When evaluating, trust your gut on this one. If a company is attentive and eager to answer your questions before they’ve even earned your business, that’s a great sign. It likely means they value long-term relationships over one-off transactions.

7. Reputation and Reviews

Finally, do a little homework on the repair facility’s reputation. Look for customer testimonials on their website or ask for references. Check if they have reviews on Google, BBB, or industry forums. While one or two negative reviews among many positives can be normal (no one is perfect), a pattern of complaints is a red flag. Pay attention to aspects like: Do customers mention the same strengths we listed above? (e.g., “fast service,” “great communication,” “fixed the tough problem”). Or do you see warnings like “took forever and issue came back”?

Reputable companies will often proudly share success stories. For instance, we showcase stories where we helped clients avoid long downtimes or expensive upgrades by repairing something deemed “unrepairable”. One customer in the printing industry wrote to us after we revived their failed PLC and saved it from the scrap heap – that kind of feedback not only makes us happy, but it helps new customers feel at ease.

Why it matters:

Choosing a repair partner is partly about trust. If many others have had a positive experience, you’re likely to as well. Conversely, if a company has consistently poor feedback, no matter what they claim in marketing, you might be taking a gamble. Because industrial repairs often involve shipping equipment across the country and critical downtime, you want that trust factor.

Remember, when it comes to industrial electronics, a repair isn’t just a commodity – it’s a service that can save you time, money, and stress. Choose wisely, and your production line (and boss!) will thank you.

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This post is the third in our four-part series on industrial electronic repairs (if you missed the first one, it's linked here!). Stay tuned for the final  installment, where we’ll see how Control System Labs stacks up!  Yes, we're a little biased - we’re passionate about what we do and believe we excel in most of these areas – it’s how we’ve stayed in business for over five decades. If you’re currently evaluating repair options, we’d be honored to be on your shortlist. Feel free to contact us with any questions about our processes or to get a quote. Even if you just need advice, we’re here to help..  

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