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Repair Services
We have found that 25% of repairs can be resolved over the phone saving you time and money. If you are having a problem using one of our products please call or email our support staff. If the problem cannot be resolved remotely, then you will be provided instructions on returning the product.
What are your repair services/capabilities?
BVS repairs all of our products at our facility in Metuchen, New Jersey USA. Though we strive to repair any of our product returned to us, there may be times when we cannot perform the necessary repair due to replacement parts being obsolete. In these cases we will reach out to you to go over your options.
What is the process to get your product repaired?
Any product returned to BVS requires an RMA number (Returned Merchandise Authorization). The RMA number will be emailed to you after filling out the form below. It is the customer’s responsibility to pack the product securely so that it won’t be damaged during shipping. Please use the original box the product was shipped in, if it is available. If you would like for us to send you a box to return the product please click here (additional fee). Please return the power supply and line cord with the return of your product. The other accessories (antennas, cables…) that came with the unit will not have to be returned unless they are needed for the repair. Please include a copy of your RMA form in the box. For additional identification, please write the RMA number on the outside of the box.
What should I expect when I send you a product for repairs?
BVS will first evaluate the product you sent to us. If the failure symptoms described by you cannot be duplicated and the unit passes our internal test we will contact you for further information. For any product within the one year warranty period we will repair the unit and return it to you, unless there is evidence of misuse or mishandling of the product. If the unit is out of warranty there will be a one hour minimum charge ($125) to evaluate the unit. This fee will be waived if you agree to have the unit repaired. Once we have evaluated the unit we will email you with an estimate and then wait for your approval before proceeding.
Can you provide us with an estimate for the repair over the phone?
No. Estimates will only be provided after the unit has been evaluated ($125). Our test equipment encompasses complex electronic circuitry that may require component level troubleshooting or replacing entire subsystems to resolve, making each repair unique. Since there are many variables that can cause a failure there is no way of determining the root cause without evaluating the unit first.
Do you test your repairs for quality?
All of our products are serviced at our headquarters in Metuchen, New Jersey. Once the repair has been completed we then perform a DC burn in test on the unit to ensure it meets our quality standards. Where warranted we will perform environmental testing to ensure the performance of the product.
What happens after you get our authorization?
The repair will be performed for the agreed upon amount. If the agreed upon amount is exceeded due to unforeseen reasons, we will stop the repair, contact you with the new estimate and wait for your approval before proceeding.
What is your payment policy regarding repairs?
Once the repair has been completed an email will be sent to you providing you with instructions on payment options. There are three methods used for paying for the repair of the RMA – credit card (Visa, American Express, Mastercard), check and money transfer. RMAs will not be returned unless payment is made in full using one of these methods. If you require an invoice for the RMA you returned please contact support (support@bvsystems.com) to initiate this process. For international RMAs the customer will pay for the return shipping costs, customs clearance, and any other related charges involved with the import to the destination country.
How long will it take?
The turnaround time of an RMA can vary depending on the repair. There may be times when there are delays in our turnaround time due to parts being ordered for the repair of your product. We will do our best to keep you informed when delays do occur for this reason. Expedited services are available for a additional surcharge, contact support for pre-approval (732 548 3737 and ask for support or email – support@bvsystems.com)
