Our Warranty
1. General Warranty - 2 Year
Warranty Policy: Standard Repairs and Reconditioned Units are warrantied to be free from defects in workmanship and materials under normal conditions. The warranty term is two (2) years from the date of shipment, unless stated otherwise. For warranty service, the Customer must call Control System Labs or submit a Return Material Authorization (RMA) on the website with the warranty claim selected. A detailed description of the issue is required. Warranty requests cannot be processed without a detailed description of the issue.
Any item received without a warranty RMA and detailed description of the issue will be quoted as a normal repair.
The control must be returned prepaid to Control System Labs. The customer is responsible for return shipping costs from Control System Labs.
All warranties are tentatively approved pending evaluation and can be rejected for various reasons as stated in the “What is Not Covered” section below. Control System Labs reserves the right to decline a warranty at any point.
Items purchased from Control System Labs may not be covered by the manufacturer’s warranty because Control System Labs is not an “authorized” dealer of the merchandise. However, the item is covered by a Control System Labs warranty defined in the Sales Order.
What is Covered
Warranties include defective parts, failed parts, and labor issues.
What is NOT Covered
Control System Labs makes
every effort to ensure the Customer’s control is returned to fully working
condition, and our two-year warranty supports this commitment. Exceptions to
the warranty are outlined below.
When a unit is sent in under warranty, if Control System Labs determines the failures were caused by the Customer, the Customer may be charged an evaluation fee and the appropriate repair fees to bring the unit back to working condition.
Out of Warranty Date
Control Systems Labs does not offer warranty considerations for items that are out of their warranty time-period. For Spare unit extensions, see section below.
Transfer of Ownership
Control Systems Labs does not offer warranty considerations on units which have transferred ownership.
Consumable parts of a unit that are considered ‘wear” items
Control Systems Labs does not offer warranty considerations for wear items on units including but not limited to fuses, lamps, tubes, CRTs, linear transducers.
Evaluation Fees and Time & Materials Jobs
Control Systems Labs does not offer warranty considerations for units that have been executed as Evaluation Only or Time & Materials.
Post Delivery Causes
Control System Labs cannot cover everything that may happen to a control after being returned to the Customer which includes the circumstances described in the following paragraphs.
Incorrect Installation Procedures
Installing a unit incorrectly can cause parts to explode, circuit board traces to vaporize, fuses to blow, and other types of damage. These user-caused failures are not covered by this warranty policy. It is the Customer’s or end user’s responsibility to re-install the unit properly. This includes following appropriate Electrostatic Discharge (ESD) procedures, powering down the machine (no Hot-Swapping), reconnecting wiring harness correctly, etc.
Unit Modifications
Only the unit sent in for repair is covered under warranty. If the Customer changes any parts on the unit, the warranty may be voided.
Control Systems Labs does not offer warranty considerations for any software, parameter or firmware related issues, changes, installations or upgrades to the unit.
External Causes
If the original cause of failure was due to external factors such as a short circuit in a wiring harness or a motor overload, these conditions must be resolved before re-installing the repaired unit. These types of failures, resulting from unresolved external factors, are not covered under this warranty policy and may require additional repair costs
Other causes that are not covered under warranty:
· Flooding, excessive moisture or exposure to other liquids
· Exposure to extreme temperatures
· Exposure to corrosive chemicals
· Mechanical damage caused by dropping, over-torquing, excessive force, or any other type of misuse, etc. (including broken/cracked circuit boards or screens)
Recurring Damage
Recurring or repeated blown parts on a control probably have a root cause somewhere else in the system, and the root cause needs to be determined by the Customer. Control System Labs cannot offer repeated warranty repair in these cases. If Control System Labs has insight into the root cause, Control System Labs will notify the Customer’s technical team to resolve the issue efficiently.
Software Availability
Control System Labs is unable to fulfill a warranty request when the required software necessary for the unit(s) to perform its function is unavailable, and the customer is unable to provide the software.
2. Warranty Modifications
Outsourced Repairs
Occasionally, Control System Labs may need to outsource some items for repair to a third party. In these cases, the warranty policy may need to be modified based on the warranty provided by the third party. The amended warranty will be clearly stated in the quotation.
Obsolete Items
Many of the controls Control System Labs repairs are obsolete and have no factory support. When this type of product is returned for warranty service, if the necessary parts are not available, Control System Labs may not be able to repair the unit. When this happens, warranties are limited to available parts. This includes, but is not limited to the following: CRTs, flyback transformers, OEM programmed chips, plastic enclosures, displays, keypad overlays, and touch screens.
3. Spare Unit Warranty Coverage
Control System Labs understands sometimes a repair is completed to a unit that is a "spare part." While Control System Labs encourages Customers to test their spare units upon return, Control System Labs knows this is not always possible. In this case, the Customer must notify Control System Labs in writing or by phone, to indicate what date the repaired part was put into service. This notification should refer to the unit's specific serial number and confirm the unit was stored in a temperature and humidity-controlled environment.
In the case that Control System Labs is notified in this manner, and the specific requirements have been met, the warranty end date can be updated to no more than the original warranty time-period plus 9 months from the ship date.
4. Limited Liability
Control System Labs understands sometimes a repair is completed to a unit that is a "spare part." While Control System Labs encourages Customers to test their spare units upon return, Control System Labs knows this is not always possible. In this case, the Customer must notify Control System Labs
in writing or by phone
, to indicate what date the repaired part was put into service. This notification should refer to the unit's specific serial number and confirm the unit was stored in a temperature and humidity-controlled environment.
Updated 12/10/2024