Hardware Repair Services

1. Where can I send my unit for service?

2. How do I get a Service Authorization Number (SAN)?

3. Can I get a service technician to come to my site for repairs?

4. What is causing my communication errors?

Where can I send my unit for service?

Nematron authorized service centers are located at Nematron in Ann Arbor, Michigan and at IP Systemes in France. For each unit received, there is a minimum diagnostic/repair charge, which includes initial diagnostics, minor repairs, adjustments, two days "burn-in" testing (in our environmental chamber), and a new shipping carton. This minimum charge varies by model. You will be contacted for approval should additional repairs (and therefore charges) be necessary. Normal turnaround time is one to two weeks. Faster turnaround is available when required, depending upon service department workload. All repairs have a ninety (90) days repair warranty, however, if you waive the two day "burn-in", the standard 90-day warranty is not offered.

You should ensure that you have a good backup of any programming the unit requires, as it will likely be lost in the repair process.

In case repairs quoted are too costly, you will be offered the opportunity to purchase a new replacement unit for 10% less than the current list price. If a new unit is then purchased, the old unit is returned or scrapped at the owner's option and the minimum diagnostic/repair charge is waived.

A unit received without an SAN will not be accepted into our system, and will be subject to a $50.00 charge for time and communications to establish reason for return. This will also contribute to the delay in returning your unit to production.

How do I get a Service Authorization Number (SAN)?

In North and South America, Mexico, and Central America:
Contact 734.214.2000 ext. 101 or and request a SAN request form. A copy of this form should be kept on file and completed for each unit being returned. After Nematron receives a completed form an SAN will be issued and the form will be returned. The form will have all the shipping instructions necessary to return the unit.

Click Here to download the SAN Customer Repair form.

In Europe, Asia or Africa:
Contact IP Systemes at +(44) 23 9226 8080 or for instructions.

Can I get a service technician to come to my site for repairs?

Contact san.repair@nematron.com to obtain more information.

What is causing my communication errors?

Many things can contribute to a communications error. While RS-232 has been known to work over fairly long distances, it shouldn't be relied upon for longer than 50 feet. Your cable shield should be grounded at only one end, preferably the Nematron end. For RS-422 and RS-485 applications, make sure you have termination resistors at both ends of the system, but not at any intermediate stations, and that you are using twisted pair cable. For all applications, route cabling away from power wiring, welding cables, fluorescent lights, motors, antennas, CRTs, and transformers. Ensure that all connected hardware shares a common ground. If your Nematron shares a power source with welders or other electrically noisy equipment, consider adding surge suppression or other power line conditioning. Also, verify that your communication configuration parameters match that of the connected device, and that nothing has inadvertently been changed.