Warranty repair, RMA's and customer service
Customer Service Support
During Business Hours
For customer service support between 9:00 AM to 5:00 PM weekdays
call +44 (1268) 490 700 to reach our Customer Service Department.
How do I return a product?
You can request an RMA number by calling us or emailing
us.
Download an RMA form here.
After sending the RMA Request Form, a Customer Service
representative will contact you to finalize your RMA
request. If it's determined that your product needs
to be returned for replacement or repair, a Customer
Service representative will issue you a Return Materials
Authorization (RMA) number and return address. An RMA
number is required to return a product, regardless
of the reason for the return. The following information
is required when returning products:
Model number
Serial number
Date of purchase
Your ship-to address and any special shipping requirements
Specific and detailed description of the problem
How do I ship the product?
Back up all data that needs to be kept; Safeguarding
of data is the responsibility of the customer.
Ship to:
Attn: Customer Service RMA # xxxxx-xx
Skyquest/Real-Time Vision
21, Hornsby Square
Southfields Industrial Park
Laindon
Essex SS15 6SD
United Kingdom
Tel: 01268 490700
Observe all Static Precautions as detailed in Standard
ANSI/ESD S20.20 which can be reviewed through the Electrostatic
Discharge Association at www.esda.com
Use sturdy packing boxes in good shape with sufficient
tape to ensure box remains in proper condition throughout
shipment. It is advisable to ship your product back
in the original packaging, providing it is in serviceable
condition.
Use sufficient padding/packing material to insulate
the product from shipping damage. Do not use loose
packing material as product will shift during shipment.
Skyquest is not responsible for damage occurring during
shipment due to improper/insufficient packaging.
Write the RMA # prominently on the outside of the
packaging to ensure proper routing once received at
the factory.
Ship freight pre-paid and advise us of the tracking
information for your product.
It is advisable to insure your shipment against damage.
Skyquest is not responsible for damage occurring during
shipment. In the event of damage during shipment, you
will need to make a claim with your shipping agent.
How do we handle warranty returns?
What Skyquest will do:
Customer Service will receive your product and inspect
it for obvious shipping damage. We will perform initial
evaluation to determine best course of action in handling
your RMA. We will repair or replace, at our option,
components within your unit to bring it to an operational
state. Due to material availability it may become necessary
to provide upgraded product in lieu of fixing the RMA
product. The product will be tested for functionality,
burned in and checked by Quality Assurance. Your product
will then be shipped back to you.
What you need to do:
Use the RMA Request Form page of our website and fill
out the RMA request form. When the RMA number is
issued to you, return only the defective part, do
not return working parts unless requested to do so.
Follow instructions given by Customer Service Personnel
regarding your specific return.
If the product fails after the warranty has
expired?
What Skyquest will do:
After obtaining a PO covering the evaluation fee of £280
per product, we will issue an RMA for return of the
product having issue. This evaluation fee will be rolled
into the quote for repair if repairs are authorized.
The product will be evaluated and a quote generated
for parts and labour. After obtaining a PO covering
the quoted amount for repair; we will repair or replace
the defective parts and return it to you. Skyquest
will charge shipping and handling costs for all out
of warranty RMA’s. Out of warranty repairs will
be warranted for 30 days.
What you need to do:
Go to the RMA Request Form page of our web site and
fill out the RMA request form. When the RMA number
is issued to you, return only the defective part
to us; do not return working parts unless specifically
requested to do so. You will need a Purchase Order
Number so we may invoice you after repairs are completed.
Note: Skyquest offers extended warranties. Please
contact Customer Service Department for more information.
Click here for a map to our Laindon facility.
[Return to top of page]
