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Technical Support Form
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| GoToAssist FAQs |
| Repair Service Policy |
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Advanced Technology Customer Support is available by phone
Monday - Friday
9:00AM - 8:00PM EST
GoToAssist *
* Subject to agent availability
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Memorial Day
Monday, May 28
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Independence Day
Wednesday, July 04
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Labor Day
Monday, September 03
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Thanksgiving Day
Thursday, November 22
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Thanksgiving Day After
Friday, November 23
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Christmas Holiday
Tuesday, December 25
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Topcon Medical Systems provides repair service for our medical devices and/or advanced technology
products. The following information provides details of warranty and non-warranty repair service.
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| 1. |
RMA Number
- Customer must obtain a Return Material Authorization (RMA) number from an authorized Customer
Service representative before sending any product to Topcon.
- The RMA is valid only for the product(s) issued for; therefore all peripherals that need to be sent in with product must be listed on the
original RMA.
- Products sent into Topcon without an RMA number are subject to be denied and will be sent back at the customer's expense.
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| 2. |
Packaging
- Use the original packaging (container and internal foam) if possible. Utilize
packaging instructions and/or contact
Customer Service to inquire about purchasing packaging materials if you do not have the original packaging. NOTE: Packaging
materials available for limited products.
- Do not use packing peanuts or newspaper to wrap up product within packaging containers.
- Topcon is not liable for damages incurred during shipment. For this reason, we recommend that you insure the product.
- Customer must indicate the RMA number on the outside of the shipping container on the shipping label. It may be refused and sent back to the
customer if the RMA number is not clearly visible. To create a Topcon shipping label,
click here.
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| 3. |
Shipping
- Ground freight charges are covered outbound for warranty repairs. If the customer chooses to
expedite shipment, the expedited freight charge will be the customer's responsibility, unless otherwise specified. See section 4c for more details.
- Return shipping charges are not calculated into the repair estimate. This charge will be found on the invoice upon shipment of the product.
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| 4. |
Repair Estimates
- Topcon will provide an estimate of repair cost within ten (10) business days after receiving
the product with a valid RMA.
- The customer has ten (10) business days to approve or reject the provided repair estimate.
- Customer must specify and initial requested shipping method upon return of the repair estimate. If not specified, the repair will be shipped
via Ground shipment.
- All customers who decline a repair estimate or did not reply within ten (10) business days will be charged the minimum repair evaluation fee of
one hour of labor (standard rates apply) and their product will be returned back to the customer at their expense.
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| 5. |
Repair Turnaround
- Topcon will make its best effort to repair the product within a reasonable amount of time
after receiving (on average less than fifteen (15) business days after receiving customer approval). This will only vary if discrepancies are found
upon receipt (i.e. incorrect RMA, incorrect items shipped, incorrect serial numbers, parts hold, or a need for a third party repair service and/or
parts). Customer Service will contact the customer if the repair extends beyond a reasonable turnaround time.
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| 6. |
All Topcon repairs carry a ninety-day (90) limited warranty against defects in
materials and workmanship. This warranty begins on the day of shipment from Topcon to the customer. It pertains only to the specific repair and any
new and different issues in materials or workmanship will be treated as a new incident. All flawed materials that are replaced become the property of
Topcon Medical Systems, Inc.
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All Topcon Medical Systems products sold in the U.S.A. and Canada carry a standard one-year limited
warranty. During the warranty period, Topcon will cover depot repair for the product. The limited warranty covers only issues encountered during normal use
of the product. Warranty does not apply to damage from improper use, abuse, accidents, unauthorized service or move of the product, or inappropriate
packaging used when shipping the product to Topcon.
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Topcon Medical Systems offers repair service for product(s) issues that occur outside of the limited
warranty period or terms. The repair can be completed at the standard billable rates for parts, labor, and shipping.
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