Product Service & Repair

There are a number of products that we are no longer able to repair, primarily due to the age of the product. Please download and reference the following list before requesting a Return Material Authorization. You can also download the following Search Tool document for a quick reference.

Limited and Non-Repairable Products List (PDF)

Please note this list is updated frequently and should be referenced before any RMA request.

All Raven products are grouped into the following repair categories. Repair categories apply to Raven Repair Centers and Raven Authorized Repair Center partners.

Full Repairs

Full repair services are offered. In some instances, due to the overall cost of the repair, items may be deemed uneconomical to repair.

Limited Repairs

Due to lack of available repair parts or other circumstances, only limited repairs are offered. Raven and Authorized Repair Centers will not guarantee units returned can be repaired, depending on failure mode and availability of replacement parts. If the item cannot be repaired, the customer has the option of either having the item returned at the customer’s expense, or having the item scrapped by Raven. Estimate fee or Diagnostic fee will be charged, depending on customer request, if repairs cannot be completed.

Non-Repairable

No repair services are offered. Items should not be returned for repair. Items on the Non-Repairable list which are returned for repair will be charged a $25 USD/$30 CAD Administrative Fee.

To assure the highest level of safety for our Raven team members and considering the current COVID-19 conditions, renewed focus on our policy regarding cleaning and decontamination of products returned for repair will be enforced. All products returned must be properly cleaned and free of contamination when received at Raven. This includes but is not limited to dirt and debris on the outside of cables, nodes, flowmeters, injection pumps or any product returned for repair. At our discretion, products returned dirty and/or with chemical contamination or returned without a completed Return Material Authorization - Certificate of Decontamination form may be assessed an additional fee, not to exceed $150 USD/$180 CAD, or returned with no action taken.

A completed Return Material Authorization - Certificate of Decontamination form MUST be included with all products being returned for repair, regardless of location of Repair Center. Use the appropriate form for U.S. or International returns.

Reference Proper Cleaning and Decontamination document for full information on methods for ensuring product is chemical-free.

Raven and Authorized Repair Centers are not responsible for loss of data on any item returned for repair. As part of the overall repair process, a “clean installation” of the latest production released software is performed. Typically job files, calibration settings, machine profiles and other types of information are erased during this process. As a general practice and especially before returning product for repair:

• Download and save all files from field computers
• Document all calibration numbers and settings

All Warranty Claim requests must be submitted to Raven within 30 days of failure. Items for Warranty Consideration shall meet the requirements in either the standard Limited Warranty or the Extended Warranty, if the returned product has been properly registered. The warranty policies are summarized below.

Warranty may be voided if the component is determined to be installed in a system that is not designed, manufactured or approved by Raven Industries. The “System” includes cables, sensors, or other devices connected either directly or indirectly to the potentially warranted item.

Limited Warranty

This warranty covers all defects in workmanship or materials in your Raven Applied Technology Division product under normal use, maintenance, and service when used for intended purpose.

Raven Applied Technology products are covered by this warranty for 12 months from the date of retail sale. In no case will the Limited Warranty period exceed 36 months from the date the product was issued by Raven Industries Applied Technology Division. This warranty coverage applies only to the original owner and is non-transferable.

Download the Limited Warranty Policy

Extended Warranty

This warranty covers all defects in workmanship or materials in your Raven Applied Technology Division product under normal use, maintenance, and service when used for intended purpose.

Raven Applied Technology products that have been registered online are covered for an additional 12 months beyond the Limited Warranty for a total coverage period of 24 months from the date of retail sale. In no case will the Extended Warranty period exceed 36 months from the date the product was issued by Raven Industries Applied Technology division. This Extended Warranty coverage applies only to the original owner and is non-transferable.

Download the Extended Warranty Policy

Repair Warranty

Raven warranties repairs for 12 months from the previous date of the last repair return.

Labor

Labor will not be charged for items returned within 12 months from the previous date of last repair return.

Exceptions:

• Customer Damage – if an item is sent in for repair which has damage caused by the customer.
• Customer Request – if an item is returned with no actual failure and is returned for updates, evaluation, preventative maintenance, etc.
• No Failure Found – if an item is sent in for repair which passes all testing and no failure is found.

Parts

No charge for any failing part which was replaced within 12 months from the previous date of last repair return. Customer will be charged for any part needing replacement, which was not replaced within the previous 12 months.

Exceptions:

• Customer Damage – if an item is sent in for repair which has damage caused by the customer.
• Customer Request – if an item is sent in for repair which the customer requests the part previously used for any reason other than an actual failure.

Raven Industries will not assume any expense or liability for repairs outside our facility without written consent. Raven Industries is not responsible for damage to any associated equipment or products and will not be liable for loss of profit, labor, or other damages. The obligation of this warranty is in lieu of all other warranties, expressed or implied, and no person or organization is authorized to assume any liability for Raven Industries.

• Corrosion within any cable or component’s electrical connector
• Damages caused by normal wear and tear, misuse, abuse, neglect, accident, improper installation and maintenance are not covered by this warranty.
• Worn/Chafed hoses and cables
• Items in contact with fluids and chemicals including seals and o-rings
• Software downloads and updates
• Tamper-Evident label broken or customer disassembly
• Any customer modification to the original product outside normal calibration and adjustments, without written approval. Intentional modification to cables, failures due to lack of cleaning or preventive maintenance, and any condition, malfunction or damage not resulting from defects in material or workmanship.
• Items in contact with fluids or chemicals, returned without proper cleaning, decontamination and documentation.

Labor Rates

• $170 USD/hour – Charged in half hour (30 minute) increments of $85 USD
• $225 CAD/hour - Charged in half hour (30 minute) increments of $112.50 CAD

Estimate Requests

• $50 USD/$60 CAD per item, regardless of whether or not the repair is approved or completed.
• Estimate fee is not deducted from the repair total.
• Exceptions may be made for multiple items returned on the same RMA. Please contact Raven for consideration.

Minimum fees (not including shipping)

• Estimate only, repair not approved - $50 USD/$60 CAD
• Repair with estimate: $135 USD/$172.50 CAD ($50 USD/$60 CAD estimate fee + $85 USD/$112.50 CAD minimum labor), in addition to any parts needed to complete repair.
• Repair without estimate: $85 USD/$112.50 CAD (minimum labor), in addition to any parts needed to complete repair.
• No Failure Found: $85 USD/$112.50 CAD diagnostic fee, per item, regardless of warranty status. Estimate fee will not be charged, if originally requested.
• Hawkeye NCVs (fee per NCV):
  • NCV under warranty: no charge for failing NCVs; $25 USD/$30 CAD fee for No Failure Found
  • NCV not under warranty: $25 USD/$30 CAD fee regardless of test result

Shipping

Customer is responsible for all shipping fees, with the exception of products repaired under warranty. Raven will pay return shipping on products repaired under warranty. Products will not be accepted or shipped COD.

Repair Courtesy Notification

Estimate Request

If a repair estimate is requested, Raven will contact the customer with the approximate total cost of the repair, including parts and labor. Every effort will be made to provide an accurate total cost. Estimates do not include return shipping or any possible surcharges.

If the item returned has an estimate in which only the minimum fee (see criteria above) will be charged, in addition to return shipping, no contact will be made, and the item will be return shipped.

Not Cost Effect to Repair

A product is considered cost effective to repair if the total cost of the repair is less than 75% of the list price of a new unit. Raven will contact the customer if the total cost of the repair, including parts and labor, exceeds this amount. No repairs will be completed on items, exceeding this amount, without customer approval. If repair approval is denied and requested to be returned “as is” or scrapped in-house, the customer will be charged the minimum $85 USD/$112.50 CAD labor diagnostic fee. If an estimate is requested, the customer will only be charged the $50 USD/$60 CAD estimate fee and not the labor diagnostic fee. The customer is responsible for shipping fees if the product is requested to be returned.

Product Not Repairable

Infrequently, products returned may not be able to be repaired for various reasons. Raven will communicate to the customer if the item returned is non-repairable. In these instances, the customer has the option of having Raven scrap the unit or have the unit returned. The customer will be charged the minimum $85 USD/$112.50 CAD labor diagnostic fee. If an estimate was requested, the customer will only be charged the $50 USD/$60 CAD estimate fee and not the labor diagnostic fee. The customer is responsible for shipping fees if the product is requested to be returned.

Raven Dealers

• Purchase Order
• Credit Card – Visa, MasterCard, American Express or Discover accepted

Non-Raven Dealers

• Credit Card – Visa, MasterCard, American Express or Discover accepted

COD (Collect On Delivery)

• Raven will neither accept nor ship any product COD

Effective August 1, 2015 we no longer accept checks, money orders, or any payment method other than a major credit card.

Raven partners with industry-leading global repair facilities to help ensure a quick turn on your Raven product. Repair center technicians are factory-trained and use Raven OEM replacement parts. Please contact authorized repair centers directly before returning products to their location for repairs to ensure the Repair Center can repair the item being returned. Any item which is sent to an Authorized Repair Center partner in which they cannot repair, will be forwarded to Raven at customer expense. Contact the Authorized Repair Center with any questions related to returns or repairs sent direct to them, do not contact Raven.

Important: Invoicing and billing for repairs done at Raven Authorized Repair Centers will be done directly by the location of the work performed. Do not submit payment to Raven for work done at these locations. Payments must be made directly to the location of the work performed.

Canada - Farmtronics

• 380 Henderson Dr, Regina, SK S4N 5W9
  Ph (800) 667-8001

International

• Authorized Repair Centers
• Repairs should always be returned to the Primary Repair Center listed. Option 1 or 2 may be used if there are specific reasons why the Primary Repair Center cannot be used. Please contact the Authorized Repair Center before shipping any product to them.