- Customer Care Center
We are very sorry that your DEWETRON system is not operating properly. Our team is here to ensure that your DEWETRON product is returned to peak performance as quickly as possible. Please help us to help you by following the RMA policy.
Some problems can be solved remotely by our support team. To facilitate a quicker resolution to the problem and save unnecessary shipping costs, we ask you to first have your problem investigated by our technical support before sending your product. Contact details for our support can be found on our website. Please describe the error accurately and with as much detail as possible. This helps expedite the repair process.
If a repair is necessary, please complete our online RMA form. You will then receive an RMA (Return Material Authorization) number and detailed instructions that identify where to ship the damaged product.
Please note: Products arriving at our repair department without RMA require follow-up calls and investigation, which lead to longer turnaround.
The following general policy for RMA service and repair is offered to ensure that your system issues are resolved efficiently and completely.
Main Systems (DEWE-, DEWE2-Systems): € 110,- Service fee
DAQP, PAD, HSI, TRION modules, accessories,…: € 55,- Service fee
Cost estimates (including labour and material excl. transport costs) are made by our technicians after fault analysis and inspection. The binding period for acceptance or rejection of the repair is 60 days. If the cost estimate is not confirmed within this period, we consider the repair order to be rejected. In this case, we will send the RMA unrepaired to you (EXW) and charge you with our service fee.
Repairs have a warranty of 12 months, starting with the receipt of the repaired device. This warranty applies only to the specific repair work and the replaced material associated with the repair.
DEWETRON pays for the shipping of the device to the customer. The customer is responsible for the shipping cost to DEWETRON.
The customer takes care of shipping to/from DEWETRON.
If you have any questions regarding our repair policy, please contact our repair team at [email protected].
Your DEWETRON Customer Care Center Team