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Warranty Repairs

Warranty Repairs

Please read the following warranty statement completely if you have a failed product.  There is a good chance that your product is covered by one of the terms below, even if it is older than a year old.

At our company, we are committed to delivering products of the highest quality and reliability to our customers. That's why we offer a comprehensive warranty that covers all typical in-field failures, including lightning, for a period of one year from the date of purchase. We are confident that our products will perform as expected under normal conditions and stand behind that confidence with our warranty.

However, we understand that sometimes things can go wrong even after the warranty period has ended. To ensure that our customers continue to receive excellent service, we have implemented a policy that covers failures on revisions of products that we are still producing, even if the warranty period has expired. This means that if your product fails outside of the one-year warranty period, but we are still producing a similar revision of that product, we will work with you to understand the reason behind the failure and in most cases will replace the unit at no cost to you.

Our goal with this policy is not only to provide our customers with continued support, but also to learn from any failures and improve our products for the future. By understanding the reasons behind failures, we can identify any potential issues and work to address them, improving the quality of our products over time.  

It's important to note that our policy for covering failures beyond the warranty period only applies to products that we are still producing and requires the customer to provide additional information about how they were used prior to failure. Older products, even if they are still functional, have no value in improving our products or processes, and as such, we cannot cover failures on these products beyond the warranty period.

Additionally, there are certain types of damages that are outside of our control or are not covered by our warranty. Physical damage caused by circumstances beyond our control, such as a natural disaster or an accident, cannot be covered under our warranty. Similarly, damage caused by severe human stupidity or intentional misuse is not covered. For products intended to be installed in a customer-provided enclosure, water damage is not covered, as it is the responsibility of the customer to ensure proper installation and maintenance. Finally, in some cases, lightning damage can be so severe that we cannot gain any useful information from the failure, and as such, we cannot cover the costs of repair or replacement.

We believe that this policy sets us apart from our competitors and demonstrates our commitment to customer satisfaction and product quality. We stand behind our products and are committed to providing our customers with the best possible service, both during and beyond the warranty period.

To summarize the above, the following are covered under warranty as of March 2023:

Note that some products on this list may not be covered if they have been discontinued or the design significantly revised since this list was created.  In addition, new products not on this list may have an extended warranty even if they are not listed.   If in doubt, contact us and we'll let you know.

  • Any new product purchased from us in the last 12 months
  • RI-CONTROL, Revision B or later
  • RI-CANOPY, Revision A or later
  • RI-CAMBIUM, Revision B or later
  • RI-AGNOSTIC, Revision B or later
  • RI-PDU, Revision B or later
  • PIPS-CANOPY, Revision J or later
  • PIPS-CAMBIUM, Revision K or later
  • SBJA, Revision I or later
  • SBJB, Revision I or later
  • SiteMonitor Base 3, any Revision
  • SiteMonitor Expansion Modules, Revision H or later

To return a product under warranty, send an email to custsvc@packetflux.com with the following information:

  1. Product Description
  2. Serial Number (most products)
  3. Your company name, contact information, and UPS shipping address. 
  4. COMPLETE description of failure and any potential external cause. Be verbose and include a detailed description of the problem and any troubleshooting you have done. “After a lightning strike, port 3 quit providing power” is an example of a good description. “Doesn't work” is not a valid description. RMA requests without a reasonable amount of detail will be denied. It is in your best interest to provide as much information as possible. Our technicians will use this to help replicate and repair the defect before returning the unit to you.
  5. For products beyond the 1 year warranty period, additional information may be needed to ensure that we are able to use the failure in order to improve our new products, such as information about the power source and powered devices.

Upon receipt of an email containing all of the above, we will verify the warranty status of the product. If the item is eligible for a warranty return, we will have UPS email you a shipping label and then you will need to pack the product well in a suitable box. Attach the provided label and give the package to your UPS driver. If you need to schedule a pickup, either call 1-800-PICK-UPS, visit the UPS website, or contact us.

Once we receive the product, we will test it. After testing is complete, we will either repair or replace the product (if needed), and return it to you at our cost.

The above shipping procedure applies to our domestic US customers only. Due to various international shipping and/or customs issues, we will work with our international customers on an individual case basis.