What is the new estimate fee?

Effective immediately, we have introduced a new estimate fee structure:

  • Estimate and Check-Out Fee:
    • We now implement a $110 per unit estimate and check-out fee at our discretion.
  • Payment Terms:
    • Cash Customers: Required to pay at the time of drop-off.
    • Net Accounts: Will be charged as usual.
  • Service Fees for Cash Customers:
    • Cash Customers requesting repair, calibration, or certification will have the initial $110 fee applied to the unit's service.
  • Additional Fees for Marked Items (NETR/Red Tagged):
    • Items marked NETR or "red tagged" will incur a $110 fee. If paid at drop-off, no additional fee applies.
  • Purpose of Fee:
    • This fee is to ensure our technicians are duly compensated for their services.
    • The fee is nonrefundable.

What’s your return policy?

  • No Returns After 15 Calendar Days:
    • We regret to inform you that returns will not be accepted after 15 calendar days from the date of purchase.
  • Special Orders:
    • Special Orders may or may not be eligible for return. Kindly consult with a Sales Associate before finalizing your order.
  • Conditions for Returnable Items:
    • To qualify for a return, items must be unopened, unused, undamaged, and returned with all accessories in the original box and/or packaging.
  • Restocking Fee:
    • A 30% restocking fee applies per item, inclusive of sales tax and any incurred shipping fees.
  • Nonrefundable Shipping Charges:
    • Shipping charges originating from the factory or manufacturer are nonrefundable.

What if I want my equipment sooner?

  • Workload Queue:
    • Our workload operates on a first-come-first-served basis, ensuring fairness and efficiency.
  • Expedited Service Option:
    • If you require a faster turnaround time, we offer expedited services through our Rush Fees section.

What are your rush fees?
(See Policy for complete Rush Fee information)

Rush Fee Policy:

  • Additional Charges:
    • All rush fees are in addition to normal services rendered.
  • Per Item Basis:
    • Charges apply on a per-item basis, regardless of pass or fail outcomes.
  • Non-Refundable and Non-Discounted:
    • Please note that rush fees are non-refundable and non-discounted.
  • Turnaround Time:
    • The turnaround time indicates that you will receive your equipment within your chosen hour, excluding non-working days.
Rush-Services are a follows:
SAME DAY (Drop Off before 12pm) $400.00
24 hr turn around $250.00/per unit
48 hr turn around $150.00/per unit
72 hr turn around $75.00/per unit
**The Rush Service is valid only at time of request.**

Can I make an appointment for service?

  • No Appointment Scheduling:
    • We do not take appointments for equipment servicing.
  • Timely Service Tip:
    • Bringing in your equipment as soon as you recognize the need for service is the most effective way to ensure timely attention and efficient service.

Do I need a R.M.A. (Return Material Authorization) to send in equipment?

  • No R.M.A. (Return Material Authorization) Needed:
    • We do not require a Return Material Authorization (R.M.A.) for sending in equipment.
  • Mandatory Equipment Check-In Form:
    • However, it is essential to complete and include our Equipment Check-In Form. Failure to include this form may result in significant delays in processing your service request.

Do you hold training classes for locators?

  • Complimentary Training Session:
    • Upon request, customers who purchase locators from Saltronix, Inc. receive the added benefit of a basic training session upon pickup.
  • Training Limitations:
    • Please note that we do not provide onsite training or certification courses.

Can I pickup equipment and provide a P.O. later?

No.

Do you have onsite service?

  • Service Location:
    • All our services are exclusively provided in-house.
  • Controlled Environment Advantage:
    • This deliberate choice is made because a controlled laboratory environment ensures superior accuracy and a more precise calibration.

Why didn't you contact me when my equipment was ready?

  • Notification Attempts:
    • If your equipment is ready for pickup, we make up to three contact attempts to inform you.
  • Contact Methods:
    • Messages may be left with someone in your office, expecting it to be delivered to you. Voicemails are commonly used, though not always checked.
    • Preferred Communication Channel:
      • Email serves as our primary method for notifications.
    • Efficient and Timely Updates:
      • We leverage email communication for efficient and timely updates regarding your equipment status.
    • Ensure Email Accuracy:
      • To guarantee you receive important notifications, please ensure your email address is accurate and regularly monitored.
  • Voicemail Reminder:
    • If you are expecting equipment, we strongly recommend listening to your voicemail for important updates.
  • Update Responsibility:
    • We cannot be held responsible for changed numbers without updated information. Please notify us promptly of any changes.
  • Company Changes:
    • In the event of company acquisitions or changes, do not assume we have updated information. Kindly contact us to ensure accurate details in our system.

My equipment was just serviced and is not working?

  • Apology for Inconvenience:
    • Oh no! We sincerely apologize for the inconvenience you've experienced.
  • Prompt Contact Request:
    • Please contact us at your earliest convenience so that we can determine the best course of action to assist you.
  • Detailed Analysis and Resolution:
    • To address the issue effectively, we kindly request you to bring the unit back for a detailed analysis. This will allow us to identify the root cause and provide a comprehensive resolution.

I lost my certification papers, or they were never given to me. Can I get new ones?

  • Standard Certification Distribution:
    • Certification papers are provided to the designated pickup person unless no certification was requested at the time of check-in.
  • Verification at Pickup:
    • Upon equipment pickup, we kindly ask you to double-check that any requested certification papers are present.
  • Reprint Services:
    • In the event of misplaced certification papers, reprints are available for a nominal fee of $12.50 per reprint.
  • Delivery Method:
    • Reprints can be conveniently sent via email after payment is received.

Why did my unit get returned without Certification Papers?

  • Certification Request Requirement:
    • It is crucial to specifically request "Certification" when detailing your service requirements.
  • Calibration vs. Certification:
    • A calibration service is focused on bringing the unit up to factory specifications.
    • Certification services go a step further and include papers as proof of calibration. Additionally, data may be stored in our systems.

Do you rent equipment?

Scope of Operations:
  • We want to clarify that we are strictly a service center.

Do you sell parts?

  • Component Level Repair Parts:
    • We do not sell component-level repair parts.
  • Basic Replacement and Accessory Parts:
    • Some basic replacement and accessory parts may be available upon request.
      • Examples include fuses, batteries, test leads, latches, etc.

For specific parts inquiries or requests, please feel free to contact us, and we will assist you accordingly.


Why were my accessories not replaced or repaired?

  • Request Requirement:
    • It is important to note that customers must request this service at the time of drop-off.
  • Background Information:
    • In the past, we would gladly return units along with accessories, almost as if just purchased from the manufacturer.
    • However, due to varying customer preferences and feedback, an adjustment in our standard operating procedure was necessary.
  • Providing Tailored Service:
    • We are more than happy to provide this service, ensuring units are returned with accessories, as long as we are informed of your specific needs at the time of drop-off.

Do you offer N.I.S.T. traceable certifications?

  • Availability on Most Units:
    • We do offer N.I.S.T. traceable certifications on most units.
  • Exceptions for Certain Equipment:
    • However, for specific equipment such as auto levels, theodolites, total stations, etc., we can only perform a conformance test at our calibration lab.
    • Unfortunately, we do not possess the standards required for these types of equipment in-house.
  • External Certification Service:
    • For the mentioned equipment types, we are capable of sending them off for N.I.S.T. traceable certifications on your behalf.