Product Service & Repair

Instructions

1. Review Non-Repairable Products: Some products cannot be repaired due to age, lack of replacement parts, or for other reasons. Check the Limited and Non-Repairable Parts list before requesting an RMA. An RMA will not be issued for non-repairable items.

2. Request RMA number: Raven dealers should use the Submit Return (RMA) link in My Account. All other users should use the Non-Dealer RMA Request link below. All returns must include a Raven-provided RMA number.
Important! Returns without a valid RMA may be sent back at customer expense. You will be charged a $25 USD/$30 CAD fee for items returned without an RMA number. 

Raven Dealers - Submit RMA in My Account

Non-Dealers - RMA Number Request

3. Complete and print RMA form: Ensure compliance information on RMA form is completed. Enter contact information at the bottom of the form and include a copy with the return.

At our discretion, returns with chemical contamination or without a completed Return Material Authorization form, including decontamination information may incur an additional fee up to $150 USD/$180 CAD or returned without action. Please reference the Proper Cleaning and Decontamination section for cleaning instructions.

4. Remove extra hardware: Remove all hardware not originally attached to the item, such as mounting brackets, plumbing fittings, cables, or any other item not needed for troubleshooting and repair. Raven is not responsible for extra hardware returned with the product, and repair charges may increase for removing customer-installed hardware.

5. Pack and ship return: Ship to the Raven-assigned repair center. Include a copy of the RMA form with the returned product.
Important! Ensure the RMA number is clearly visible on the outside of the packaging.

Raven Dealers

• Log in and create RMA in My Account > Submit Return (RMA)
• A completed Return Material Authorization – Certificate of Decontamination form must be included with all returns.
• Do not return Credit RMAs until Raven has approved the credit and provided the RMA number. Please allow up to 24 hours for a Credit RMA to be approved.
• Any shipments, including warranty returns, sent to Raven freight collect or with any customs or import fees billed to Raven through a broker.
  • For example, Canada dealers who use Livingston International to return parts to Sioux Falls and bill the charges to Raven will be billed back the administrative fee in addition to the actual charges invoiced to Raven by Livingston.
• Any unauthorized shipments sent on Raven’s freight account will be billed back the administrative fee in addition to the actual charges invoiced to Raven by the carrier.

Non-Raven Dealers

• Request an RMA number directly from Raven for non-warranty returns. 
• Raven will not accept warranty returns from Non-Raven Dealers. Warranty returns must go through the dealer that the product was originally purchased from.
• A completed Return Material Authorization – Certificate of Decontamination form must be included with all returns.
• If claiming a sales tax exemption, a copy of the tax exemption form must be included with the RMA request.

Some products cannot be repaired due to their age. Please check the Limited and Non-Repairable Products List before requesting an RMA. This list is updated frequently.

Limited and Non-Repairable Products List (PDF)

All Raven products fall into three repair categories. Repair categories apply to Raven Repair Centers and Raven Authorized Repair Center partners.

Full Repairs

Full repair services are offered. Some 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. Do not return these items. A $25 USD/$30 CAD fee will be charged for items on this list that are returned.

To ensure safety, all products returned for repair must be cleaned and free of contamination. This includes dirt and debris on cables, nodes, flowmeters, injection pumps, and any other products. At our discretion, products returned dirty, with chemical contamination, or without a completed Return Material Authorization - Certificate of Decontamination form may incur an additional fee up to $150 USD/$180 CAD or returned without action.

Reference Proper Cleaning and Decontamination document for full cleaning instructions.

Proper Cleaning and Decontamination

Raven and Authorized Repair Centers are not responsible for data loss on items returned for repair. During the repair process, a "clean installation" of the latest software is performed. Typically, all data, including job files, calibration settings, and machine profiles, is erased.

Before returning products 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 or if a repair is not completed by Raven or a Raven authorized repair provider. 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

Items Not Eligible for Extended Warranty

• Cables
• Hoses
• Flow meters
• Nozzle control valves (NCV)
• Control and shut-off valves
• Software

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

• Labor is a per hour fee, charged in half-hour increments.

Estimate Requests

• Estimate fee is charged, regardless of whether the repair is approved or completed.
• Estimate fee is not deducted from the repair total.

Minimum fees (not including shipping)

• Estimate fee only, if repair is not approved.
• Repair with estimate: Labor fee and Estimate fee, in addition to any parts needed to complete repair.
• Repair without estimate: Labor fee, in addition to any parts needed to complete repair.
• No Failure Found: half-hour of labor, per item, regardless of warranty status. Estimate fee will not be charged, if originally requested.
• Hawkeye NCVs (fee per NCV):
  • NCV under warranty: NCV Diagnostic fee charged for No Failure Found
  • NCV not under warranty: NCV Diagnostic fee charge, 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 half-hour of labor. If an estimate is requested, the customer will only be charged the 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 half-hour of labor. If an estimate was requested, the customer will only be charged the Estimate fee and not the half-hour of labor. The customer is responsible for shipping fees if the product is requested to be returned.

Raven Dealers

Purchase Order or 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 , Saskatchewan S4N 5W9
(306) 721-6455
1-800-667-8001

Visit Farmtronics.com

International

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. 

Authorized Repair Centers List (PDF)