What is the average repair turnaround time?
Repairs that enter our shop are usually diagnosed within 48 hours of arrival. This time can fluctuate however, depending on our work load. It is because of this that we recommend calling our service coordinator to obtain an SRA number. Based on this SRA number, we can schedule your repair and once the unit is received, can give it priority status. Once an estimate is approved, the necessary parts will be placed on order, if needed. If the part is in stock at RBE Video, the turn-around time is usually about 72 hours as we like to thoroughly test all equipment before sending it out. If parts are backordered, then the wait could be anywhere from 2-4 weeks.
What is the procedure for sending in a repair?
The procedure is really simple. First call our service coordinator to obtain and SRA number. At this point, you will be asked to send in your equipment with this number, shipping details and fault description. If you are dropping off your repair, this SRA number will be generated at the front counter.
Do you charge a Diagnostic Fee?
Yes, a diagnostic fee is charged at the time the repair is dropped off. Once an estimate has been generated and approved, this amount will be applied to the final repair bill. In the case that the estimate is refused, parts are no longer available, or the repair is uneconomical, this fee is retained to offset the time spent preparing your estimate.
What do I need in order to send my equipment in for warranty repair?
All warranty repairs need to be sent in with a valid Bill of Sale which clearly states purchase date and place of purchase (in Canada). If you do not have this paperwork, try contacting your dealer for a copy.
What does my warranty cover?
Warranty does not apply to any failures which have resulted from misuse, moisture damage and any physical/impact damage. For full terms of warranty, please review your warranty card.
RBE Video Service Response to COVID-19
Like all of you, we have been learning about and reacting to the Coronavirus events. At RBE Video we have taken specific actions to follow the Center for Disease Control (CDC) and World Health Organization (WHO) advice and guidance on how to stop the spread of the virus. We encourage you to do the same.
Our drop off facility has been regulated for ONE customer at a time to enter. Please wear your mask. If no mask is worn you will NOT be allowed to enter and will be instructed to leave your product and contact information outside the door. Our staff will bring it in and sanitize it before diagnosing or working on it.
The safety of our customers and employees is of utmost concern to us. With that in mind, customer signatures will not be required on work orders at this time. Please do not travel if you feel ill; stay home and consult your healthcare providers.
In addition, as the worldwide supply chain has been disrupted for virtually all parts, goods and services. We normally stock a large inventory of common spare parts for our customers however, you may find, in the near future, that some parts will go into backorder longer than anticipated. We will continue to work diligently and try to expedite every order and every part requested. We will provide you with the most up-to-date delivery forecasts possible. All we ask is to be patient in this trying period.
Thank you for your commitment to keep our customers, staff and workplace safe.