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Warranty & Repair

Warranty Information
Most Symmetricom products come standard with a 12-month return-to-factory warranty. Some products are sold with a longer warranty as standard. Customers may purchase a Symmetricom Global Services Extended Warranty Contract at the time of purchase, before the standard warranty expiress, or after the standard warranty expires (additional fees may apply to purchases after standard expiration). For detailed information on the warranty period for your products or to verify coverage under an Extended Warranty Contract, contact the Customer Assistance Center.

 

In-Warranty Repair
Contact Technical Support for assistance

 

Out-of-Warranty Issues
Return for repair for a charge, or under coverage of an Extended Warranty Contract, is the main solution for out-of-warranty product issues.  

 

However, customers may purchase a new unit for prompt shipment. We accept Mastercard, Visa, as well as purchase orders. For new unit orders, we will use our best efforts to prioritize these units for emergency shipment,  but units may not always be immediately available.

 

Also, a Spares Support Contract from Symmetricom Global Services (SGS) can be purchased with your initial order or after (within 4 years of product purchase). SGS will work with you to determine the type and quantity of spares required to support your installed base and then warehouse them for you in regional locations. A spare can be dispatched within 24 or 48 hours to a freight forwarder. The spare arrives with a pre-paid return waybill enabling you to send your failed unit back to the SGS warehouse. SGS will replenish the warehouse stock to ensure continuous availability of parts. This program lets you efficiently budget spares costs for the entire year and avoids the administrative time and expense of individual purchase orders and payments.

 

For information on arranging a Spares Support Contract, contact sgscontracts@symmetricom.com.

To Return Products for Repair or Replacement
In order to return a product for repair or replacement, you must first request a Return Materials Authorization (RMA) number. To obtain an RMA number, select the Request a Repair link below.  Complete and submit the required information.  A Microsoft Word version of the form is also available at this link if you prefer to submit your request via e-mail.

Upon receipt of your request, our Repair Administration Department will provide an RMA number and the address to which the equipment should be returned. At that time we will verify whether the unit is under warranty. If the warranty has expired, we will advise a purchase order is required, and quote a repair price for post-warranty repair. Normal processing time to provide an RMA number is 24 to 48 hours.

In all of the above instances, Symmetricom will provide the appropriate return address with the RMA number. Please be certain that the RMA number is visible on the outside of the return shipment.

Request a Repair

 

Repair Administration Contact Numbers
If you have questions about return shipment, extended warranty coverage, or need assistance with hazardous materials packaging and documentation for shipment of Cesium products, please contact Repair Administration at:

USA Toll-Free
1-888-367-7966 (1-888-FOR-SYMM) Option 3

Worldwide
1-408-428-7907 Option 3

Europe, Middle East and Africa
49-700-32886435

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