Telos Alliance Repair Process
Updated
by
Johnny Goldsmith
Scope
This document covers the process and policies of Telos Alliance repairs and some of the questions asked about the repair process.
Return Authorization Number
Before sending your Telos Alliance unit in for repair, you must first get an RA (return authorization) number from Customer Support. To be issued an RA, you need to provide the serial number of the unit, a return shipping address, and the issue needing repair.
This RA number allows us to track your unit during the repair process properly.
To request an RA, click here.
Repair Lead Time
When we receive your unit to be repaired, you will receive an automated email with a repair time estimation.
Generally, repair lead times are about two weeks. But the number of pending repairs could lengthen that time.
Warranty vs. Non-Warranty Repairs
If the repair is in warranty, Telos Alliance will cover the repair cost and the cost of return ground shipping. If you want expedited shipping, please ask for a shipping quote when requesting an RA.
Out-of-warranty repairs require pre-payment before being returned.
While it's impossible to give quotes for repairs without an inspection first, we can say repairs come with an initial bench fee of $250. This fee includes the first hour of labor. Parts needed for the repair are added to the final cost. Additional labor may also be added at a rate of $250/hour. We do, however, add labor costs at half-hour increments to keep labor costs down if a full additional hour isn't needed.
Requesting a Quote
We are happy to issue a more accurate quote for the repair, once our repair tech does the initial inspection. If you request a quote, we will reach out to you for approval before finishing the repair. Simply make this request when inquiring about an RA.
We are mindful that the cost of some repairs doesn't make sense. We will always reach out to you for approval if we feel the cost of the repair exceeds the reasonable value of the unit.
VIP Service
Priority repair service is available for a $350 charge. This service bumps your repair to the front of the line.
Typically, VIP repairs leave our shipping dock and are on their way back to the customer within two business days of receiving the unit to be repaired. Certain circumstances, like parts on backorder, inclement weather, additional testing, etc., may extend the time needed to complete a reliable repair.
VIP Service is not covered under warranty and must be paid for prior to shipping the repaired unit back to the customer.
Paying for the Repair
Once a repair is complete, an automated email is sent to the customer letting them know the final cost of the repair. This email also directs the customer to our secure online payment portal, where credit card information can be entered.
Checks can also be mailed, but Accounting will not release any repairs until full payment is received and processed.
Loaner Program
Loaners are available for most Telos Alliance products at a cost of $300 plus shipping. Loaners are available for a three-week period or for use during the duration of your repair, whichever is longer.
Loaners are not covered under warranty and must be paid for prior to being shipped to the customer.
We will also need a signed loaner agreement to properly account for the rental unit.
To start the loaner process, ask about specific availability when requesting an RA.
We kindly ask that loaners are returned in a timely manner once you have the repaired unit re-installed and have confirmed it is working as expected. Overdue loaners are subject to late fees.
Let us know how we can help
If you have further questions on this topic or have ideas about improving this document, please contact us.
