How long is your warranty?
We have a standard 2 year warranty on our products. This covers "defects in materials and workmanship under normal use and service". We stand by our products and our customers, and will repair or replace items as fast as we can. Please see our full warranty statement on our Terms & Conditions
What do I need to do to send my unit back for evaluation?
and ask for our tech support. Our tech support engineers will gather some information and, if they are unable to help troubleshoot your problem, they will issue you an RMA number via email. You'll also receive the necessary shipping information. That's it! We try to make it as easy as possible to get the service you need.
Do I need a Return Material Authorization (RMA) number?
Yes. All returns need an RMA so they can be tracked. If we didn't have an RMA number, we wouldn't be able to serve you as effectively. With it, however, we can ensure a smooth process and give you the treatment you deserve.
Is there an evaluation fee?
For products under warranty, when there is a warranty repair needed, there are no fees or repair costs. We do, however, charge an evaluation fee of $50.00 for products that are NOT under warranty, or for products that have no defects in material or workmanship. The warranty covers "defects in materials and workmanship under normal use and service." If a repair is needed, but it's not due to defects in material or workmanship, then the $50.00 evaluation fee would apply. If a unit is sent in and no repairs are needed, we have to charge the evaluation fee to cover our costs.
However, if you have to pay the $50 fee, it will count towards the repairs costs. The goal isn't to charge you extra money, but to prevent a business loss due to erroneous warranty claims.
Do I still pay an evaluation fee if my unit is not repairable?
If your unit is unrepairable and you want APG to scrap the unit for you, we will waive the evaluation fee. The evaluation fee would apply, however, if you need your unrepairable item returned so we can cover the cost of additional handling.
Do I pay an evaluation fee if nothing wrong is found with my unit?
We have to charge the $50 evaluation fee for warranty claims when nothing is wrong. We do this simply to offset the cost of providing this valuable service. In order to avoid this fee, we recommend working with our tech support to ensure that your unit is in need of service before you send it in for repairs.
When do I pay the evaluation fee?
If required, we'll arrange for payment when we give you the results of the evaluation. If repairs are required and you choose to proceed, we can bill you for the repairs and the evaluation at the same time.
How fast can you fix my unit?
That depends on what repairs are needed. Once we receive your unit, we'll evaluate it within a few business days and contact you with a lead time.
How much does it cost to repair my unit?
Once the evaluation is completed, you'll be contacted and given all the details to either repair or replace your unit. Final costs will be given for your approval. The $50 evaluation fee (mentioned above) will apply toward the final cost of the repairs.
Why do I have to pay to ship my unit back to you when it is under warranty?
We require you to cover the cost of shipping your unit back to us as it has not yet been evaluated. Once we receive your unit and can verify that it is indeed under warranty, we will repair it and ship it back to you at no additional cost.
In this case, "under warranty" means that it needs repairs due to a defect in material or workmanship for normal use and service. That just means that we have to find something wrong with the unit, and that you cannot use our sensors for applications outside of their design. To give you an example of a use beyond the scope of the design, we wouldn't cover water damage on a sensor lacking the proper IP and/or NEMA ratings.