Dear ETAS Customer,
ETAS offers a centralized customer service for hardware products. This service encompasses, in addition to repair and maintenance services, also a calibration-specific component. This ensures that any repair is performed by professional personnel specifically trained to work on ETAS products.
Customers who have purchased a product through an ETAS distributor are advised to contact the same directly.
If you wish to issue a (binding) request for a repair or calibration service for a product purchased directly from ETAS, we ask that you complete the form shown below, print out a hardcopy (Hardware Return / Repair Form, RMA), and send it together with the device to the address of the ETAS subsidiary in your respective country. To the extent that a product return does not constitute a warranty claim, shipping costs (including transportation and insurance charges) shall be borne by the customer.
Repairs and calibration services are provided in accordance with the General Terms and Conditions (T&C) for the Provision of Engineering Services, Support Services, and Software Maintenance (ETAS GmbH, Germany).
For product designations, article numbers and charges for calibration or repairs of your devices, please consult the attached price list. In the event that the designation of your device is not included in the list, please contact your ETAS contact person. All quoted prices are net prices, plus VAT.
Please note the following requirements and obligations:
- Prior to returning your devices to ETAS, you shall be obliged to perform a comprehensive backup of your customer-specific data as well as back up and/or record any and all settings made to the devices while in use on your premises.
- In the event that a repair is carried out on a device, it will be updated with the current firmware version for said device
- Out of principle, defective cables are not repaired but replaced by new ones
- In the event that your device is still covered by warranty, we ask that you include the pertinent information in your repair order.
Repairs do not include device calibrations. These must be ordered separately and specifically requested on the order form. Activities in our calibration labs are guided by a management system as per DIN EN ISO/IEC 17025 and meet the requirements of DIN EN ISO 9000/9001. The certificate confirming the calibration is issued electronically and, aside from the device’s serial number, does not reveal customer-specific information.
