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Home > Fequently Asked Questions

Frequently Asked Questions

1. How do I send repairs to ACS Industrial?
2. How long will it take to get a repair quote?
3. How long will it take to get my item repaired and back to me?
4. How much will it cost to repair?
5. What are standard and rush turnaround times?
6. What is the Free Evaluation Process?
7. What is ACS' Shipping Policy?
8. What happens if the repair does not work (what is the warranty policy)?
9. What is reference pricing and where is it on the website?
10. Can I talk to a tech?
11. How do I approve a quotation?
12. How can I check the status of my repairs?
13. What is a third party repair house?
14. What are the payment options?
15. Does ACS sell parts?
16. Does ACS sell new or used equipment?

 
1. How do I send repairs to ACS Industrial?
Fill out a repair form first, it's right on this website (ACS Repair Form) which will automatically assign an RMA number and alert us that your item is on its way - this saves time resulting in faster evaluations. Then carefully pack and ship it to us. Shipping how-to's are provided when you submit your repair form online. Even if you forget to fill out the repair form or make a mistake, don't worry - your item will still be processed correctly and assigned a number when it arrives.
 
2. How long will it take to get a repair quote?
It usually takes 24-36 hours to evaluate most devices for repair unless you need Rush Service. Rush jobs are usually quoted 24 hours or less after we receive the items. Click ACS Rush Service or Rush Service details.
 
3. How long will it take to get my item repaired and back to me?
Most repairs are completed in 5 to 15 business days. Return shipping will depend on how far and how fast - usually from 2 to 4 days UPS ground in the continental United States. Of course, overnight shipping is available as well to most locations.
 
4. How much will it cost to repair?
You will receive a free quote after we evaluate your item. By providing job-specific pricing we can offer you, our customer, the best pricing. Most repairs can be completed for less than 50% of the cost to buy a new item. See Repair Pricing for more details.
 
5. What are standard and rush turnaround times?
  • Standard turnaround time: 5-15 working days after approval pending parts availability
  • Rush turnaround time: 5 working days or less after approval pending parts availability
 
6. What is the Free Evaluation Process?
Members of our tech team physically review each item sent in for a free evaluation. They will look for both obvious evidence of damage as well as known common faults for that particular item, and for signs of previous repair attempts. They will test the functionality of some suspect parts and look for signs of catastrophic failure that would make the unit unrepairable. They will not do a complete component by component test during the free evaluation process. Our customers tell us they like the fact that we offer free evaluations and that their repair prices are based on the amount of damage to their items.
 
7. What is ACS' Shipping Policy?
The customer is responsible for shipping both to and from ACS. You select the carrier and method you prefer. UPS, Federal Express, and DHL International are the most common carriers that we have found to be reliable. Your account number can be used for return shipping if requested. We do not ship U.S. Postal Service.
 
8. What happens if the repair does not work (what is the warranty policy)?
Your satisfaction is our commitment. If your item has been repaired and does not work when it is reinstalled, please call our customer service team at 800-605-6419. We can assist with many installation questions. If it is determined that the unit needs warranty repair services, send the unit back to us with the job number, a note with the nature of the problem, and contact information. We will get on it right away. Standard Repairs and Reconditioned Units are warranted to be free from defect in workmanship and materials under normal conditions for a period of 24 months from the date of shipment unless otherwise stated.
 
9. What is reference pricing and where is it on the website?
Reference pricing, is just that - a reference. Your cost may be higher or lower depending on the damage. The reference cost is what a previous customer paid for the repair of the same item, but possibly different damage.
 
10. Can I talk to a tech?
Our techs are working very hard repairing many items and meeting deadlines. However, we can put a technician on the line with you if you have problems during installation that cannot be answered by our customer service team. If you are not getting the answers you need from your customer service representative, please ask to speak to someone else. Our customer service representatives have varying levels of technical knowledge.
 
11. How do I approve a quotation?
You will receive a quotation via email, unless otherwise requested. Print and review the quote and simply sign it authorizing us to do the work and fax it back at 443-836-9171. If you use Purchase Order numbers, please include that as well. We will contact you after receipt to coordinate payment and the repairs.
 
12. How can I check the status of my repairs?
Please call our customer service team at 800-605-6419 any time from 8:30 am until 5:00 pm Eastern Time. Or, you can email us at custserv@acsindustrial.com as well. We are standing by to help you.
 
13. What is a third party repair house?
A third-party repair house is an independent operation that is not tied to the OEM's or manufacturers.
 
14. What are the payment options?
Orders can be prepaid with a major credit card, wire transfer, or a company check. Many of our customers and most first time customers use the credit card payment option. Net terms can sometimes be set up for subsequent orders by checking in with our credit office. All international sales are wire transfer only.
 
15. Does ACS sell parts?
No we do not sell electronic parts.
 
16. Does ACS sell new or used equipment?
ACS currently sells some select items such as Yaskawa and Okuma equipment as well as some servo motors. Check with our Customer Service Team for availability.
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Copyright © 2001-2016 ACS Industrial. All Rights Reserved.
Phone: 800-605-6419, 410-771-1152
Fax: 443-836-9171, 855-252-5363
Hunt Valley, MD 21031
10/01/2016 16:38 -0400 DX v160929.1