Kentrox Services & Support: Out-of-Warranty Repair
Request for out-of-warranty repair
Within the constraints of parts availability, customers may request out-of-warranty repair for equipment outside of the standard warranty period as listed in the Kentrox Statement of Limited Warranty.
Repair charges for out-of-warranty repair of a Kentrox product are equal to thirty percent (30%) of the current list price of the product. These repairs are warranted for a period of ninety (90) calendar days from the date of repair. Out-of-warranty products that are determined to be unrepairable will be returned to the owner "as-is."
Product list pricing can be obtained from back pages of the Kentrox Product Catalog.
Consider purchasing new equipment
Customers are encouraged to consider purchase of new equipment under warranty, versus repair of out-of-warranty product, for both the improved reliability of new product, the possibility of a more cost effective solution, and the warranty coverage provided with the new equipment.
If you are interested in a new product quote, please contact:
Order Administration & Repair
Hours of operation: 7:00 AM - 5:00 PM Pacific Time (PT)
| Phone | 1-800-733-5511, opt. 4 |
| Direct | 1-503-350-6007 |
| Fax | 1-503-350-6110 |
| Customer_Service@Kentrox.com |
Equipment repair process
RMA process overview
- Download, fill out, and return the Kentrox RMA form.
- Kentrox will approve the form and e-mail an RMA number and shipping instructions to Customer.
- Customer ships product to Kentrox.
- Kentrox repairs product if possible and returns to Customer.
- Customer is responsible for all shipping expenses.
A Return Material Authorization (RMA) number is required prior to the return of an out-of-warranty product to Kentrox. Failure to obtain an RMA number can result in rejection of the inbound shipment by Kentrox and return of the product to the customer at the customer's expense.
The RMA request form can be down-loaded from the Kentrox web site at www.kentrox.com/services/rma. Follow the instructions on this page to send in the RMA request.
Upon RMA approval, Kentrox will e-mail Customer the RMA number and shipping instructions to return the product to the address noted for repair. Please note: Customer is responsible for freight charges to the repair facility. Follow all shipping instructions and clearly mark the RMA number on the shipping box.
All products must be returned to Kentrox within thirty (30) calendar days from the RMA issue date. If products are not received within the stated thirty (30) calendar-day period, the RMA number is invalid and is officially canceled. Customer must obtain a new RMA number for any canceled RMA.
The product must be packaged appropriately for safe shipment and sent prepaid. Use of original packaging is recommended. Also recommended is that returned products be insured or sent by a method that provides for tracking of the package. Responsibility for loss/damage does not transfer to Kentrox until the returned product is received by Kentrox or a Kentrox authorized representative.
Upon completion of repair/replacement, Kentrox will return the product to Customer. Customer will be responsible for return freight cost and may request either a specific freight method which will be added to their invoice or request billing to their customer account if provided. Risk of loss transfers at point carrier picks up product from Kentrox for return to customer.
