Embedded Computing Product Repair

Use this section if you have purchased Emerson products and need product repair or hardware update information.

Emerson's Test Services Department provides the following resources:

• Test and repair of boards and systems
• Maintenance agreements
• Replacement parts
• Upgrades and addition of options to boards and systems

Test Services Mission Statement

As The Communication Products Group of Emerson Network Power Embedded Computing continues its leadership role in the microcomputer industry by manufacturing real-time CPU boards and systems, Test Services will strive to improve products and service for our customers.

It is the quality of this service and support that will ensure our prosperity as a business.

Emerson Network Power Embedded Computing Test Services Office
Operation Hours: 8:00 AM - 5:00 PM CST

8310 Excelsior Drive
Madison, WI 53717
Phone: 800-356-9602 or 608-831-5500
Fax: 608-826-8004
Email: serviceinfo@artesyncp.com

Steve Johnson, Test Services Supervisor
Phone: 608-826-8232
Email: steve.johnson@artesyncp.com

Jennifer Milbrath, Test Services Coordinator
Phone: 608-826-8233
Email: jennifer.milbrath@artesyncp.com

Maintenance Agreements

• Extended Protection Plan (EPP)
  • Ordered when product is sold
  • Entered as line item on order
  • 6% for non-SMT boards*
  • 7% for SMT boards*
  • Extends coverage for 1 year
• Limited Maintenance Agreement (LMA)
  • Designed when product warranty has expired
  • Ordered through Test Services
  • 9% for non-SMT boards*
  • 10% for SMT boards*
  • Coverage for 1 year
• Service Contracts Offer
  • Single yearly maintenance fees
  • Guaranteed service rates
  • Discounts on expediting
• Customized contract elements can contain:
  • Spare pools
  • Negotiated turnaround targets
  • Fit for use (Ready to install to your configuration)
  • Volume discount
• Other Programs Available
  • Emerson Network Power Embedded Computing’s Test Services Department can provide replacement parts.
  • The Test Services Department can upgrade and add options to your system and boards.
  • Please contact Steve Johnson, Test Services Supervisor, at (608) 831-5500 or steve.johnson@artesyncp.com for more information and prices for these programs as well as the maintenance programs.

*Single piece pricing. For quantity discounts, contact the factory.

Requesting Repair Assistance

Service and repair assistance can be obtained from Emerson Network Power Embedded Computing’s Test Services Department by requesting a Return Material Authorization, (RMA). RMA numbers are valid for 30 days and are issued by the Test Services Coordinator or Test Services Supervisor at (800) 356-9602 and (608) 831-5500.

In order to issue a RMA, Test Services needs the following information:

Model and serial number of product or system being returned.

Purchase order number for billable transactions and shipping charges for tracking purposes. Note:

• Emerson Network Power Embedded Computing will prepay and add shipping charges for Domestic billable repairs.
• Emerson Network Power Embedded Computing will ship on a freight collect basis for International billable repairs.
• Emerson Network Power Embedded Computing cannot ship repairs that have charges without a hard copy of the purchase order.
• Emerson Network Power Embedded Computing cannot drop ship repairs.

Return shipping and billing address.

Engineering and purchasing contact name and phone number.

Detailed description of problem.

Any custom configurations (if known).

Shipping Policies and Procedures

• RMAs (Return Material Authorizations) are required. No deliveries will be accepted without an RMA number attached.
• Emerson Network Power Embedded Computing does not accept freight collect shipments.
• Domestic Shipments:
  • Nonwarranty repairs or billable transactions: Emerson Network Power Embedded Computing will prepay and add freight charges on return outbound shipments.
  • Warranty nonbillable repairs: The customer pays freight inbound to Emerson Network Power Embedded Computing, and Emerson Network Power Embedded Computing will pay the freight outbound to the customer.
• International Shipments:
  • Warranty nonbillable repairs: The distributor, or end-user, shall pay all costs, including customs and brokerage fees, for the return of an item to be serviced. Upon completion of the servicing, Emerson Network Power Embedded Computing shall prepay the cost of the return freight charges only. Customs and brokerage fees of the country of re-entry shall be the responsibility of the end-user.
  • Nonwarranty billable repairs: The distributor, or end-user, shall pay all inbound and outbound costs, including customs and brokerage fees, for the item to be serviced.
• Emerson Network Power Embedded Computing’s Test Services terms are Net 30 for preapproved credit customers.

• Emerson Network Power Embedded Computing cannot drop-ship repairs. Emerson Network Power Embedded Computing cannot ship billable transactions directly to an individual, it must go through the company’s receiving department.
• For both warranty and nonwarranty repairs, Emerson Network Power Embedded Computing will return the repair using the same method that was used to ship the repair to Emerson Network Power Embedded Computing.
• Electronic assemblies and systems should be returned to the following address with the RMA number clearly displayed:

Emerson Network Power Embedded Computing
Communication Products Group
8310 Excelsior Drive
Madison, WI 53717 U.S.A.
RMA#________________

Instructions for Packaging Boards and Systems for Shipment

Ideally, if it is necessary to return an electronic assembly or system, it should be shipped in the original complete package which is designed to ensure its proper protection from handling and static damage.

If the original container is not available, the assembly or system must be packed in accordance with the following instructions to prevent damage:

1. Immediate (inner) wrapping: Use sealed conducting or anti-static film or bags.
2. Cushioning material: Use one inch, minimum thickness of medium-density plastic foam (polyurethane or similar) or bubble-pac. Do not use material such as static types of styrofoam packaging to wrap or surround assemblies that are not enclosed in a sealed anti-static bag or film.
   
3. Carton: Single wall, 200 lb. burst minimum, closely containing cushioning material or with free space filled with styrofoam pellets.

When shipping floppy drives, (stand alone or in systems), please ensure that you provide protection to the floppy heads by inserting a floppy head protection device.

• NOTE: 3.5" floppy drives do not require any special head protectors for shipment; the drives have been designed to withstand the shocks of shipping.

1. When shipping systems with boards, the boards should be shipped separately using the above instructions. If this is not possible, then the boards should be screwed securely into the system before shipping.
2. Emerson Network Power Embedded Computing reserves the right to void the warranty of any board or system that has been damaged during shipment because adequate static and handling protection has not been used.

Additional Shipping Instructions for International Customers

• Please send boards and systems in packages that have a declared value of less than $25,000 U.S. per shipment.
• When filling out your custom documents please use the Harmonized Commodity Code 9801.10.0000.0 and the following statement in the description column of the commercial invoice: “Goods of American Manufacture Temporarily Exported for Repair and Return.”
• All shipments must be free domicile.
• Please fax us copies of the invoice, airbill and whatever documentation or control numbers your country´s customs officials will need to clear the product through customs upon return. Providing us with this information will shorten the time it takes for a board or system to clear customs and return to you.
• Please reference the RMA and serial number of the boards or systems on all shipping documents.
• For all warranty nonbillable repairs, the distributor, or end-user, shall pay all costs, including customs and brokerage fees, for the return of an item to be serviced. Upon completion of the servicing, Emerson Network Power Embedded Computing shall prepay the cost of the return freight charges only. Customs and brokerage fees of the country of re-entry shall be the responsibility of the end-user.
• For all nonwarranty billable repairs, the distributor, or end-user, shall pay all inbound and outbound costs, including customs and brokerage fees, for the item to be serviced.