Product Service & Repair

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 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

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.

A copy of the original “Proof of Purchase” must be included.

Extended Warranty

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.

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, regardless of warranty status. Estimate fee will not be charged, if originally requested.

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 was 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.

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 suggested list price of a new unit. Raven will contact the customer when the total cost of the repair, including parts and labor, exceed 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 fee. If an estimate was requested, the customer will only be charged the $50 USD/$60 CAD estimate fee and not the $85 USD/$112.50 CAD labor fee. The fee is charged to offset technician time needed to determine the cost-effectiveness of the repair. The customer will be 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. There will be no repair fee incurred in these instances and the customer has the option of having Raven scrap the unit or having the unit returned. If the product is returned, Raven will pay the shipping fee. This will only apply to products not listed on the Non-Repairable and Limited Repair Products list.

Raven Dealers

• Purchase Order
• Credit Card – Visa, MasterCard, and American Express only

Non-Raven Dealers

• Credit Card - Visa, MasterCard, and American Express only

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.

United States - Ag Express

• Grand Island, NE
  308 Claude Rd, Grand Island, NE 68803
  Ph: (308) 381-2905
• Des Moines, IA
  6280 NE 14th St, Des Moines, IA 50313
  Ph: (515) 289-2746
• Sulphur Springs, IN
  106 W Main St, Sulphur Springs, IN 47388
  Ph: (765) 533-4809

Charges for non-warranty repairs sent through Ag Express will be invoiced directly from Ag Express, not Raven.

Only perform non-warranty repairs on the following products: Limited Repairs on Viper Pro, Envizio Pro, and Cruizer displays. Also perform repairs on SCS Consoles, Lightbars, Valves, and Flowmeters.

United States - Ag Enterprise Supply, Inc. 

• Limited repair facility
• 17005 W State Route 904, Cheney, WA 99004
  Ph: 800-782-778

Charges for non-warranty repairs sent through Ag Enterprise Supply will be invoiced directly from Ag Enterprise Supply, not Raven.

Only perform non-warranty repairs on the following products: SCS Consoles, Valves, and Flowmeters. Limited injection repair capabilities.

Canada - Farmtronics

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

International

• 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.