Product Service & Repair

We work hard to ensure that our products are durable and dependable, but sometimes they may need to be repaired. Our goal is to repair your product quickly and correctly the first time, and our technicians make every effort to ensure your product is repaired properly.

In order to reduce repair time and costs, please provide as much detailed information as possible regarding the reason for your return. When creating an RMA (Return Material Authorization) additional information, including pictures or video associated with the failure, can be emailed to ATDProductService@ravenind.com. Please reference the RMA number of the repair in the subject line of any correspondence.

If the technician cannot find or duplicate a failure with the item, your product will be cleaned, updated (software and hardware when applicable) and returned. Many times another component in your system will be at fault. Please let us know if you do not want software updated on items sent for repair.

There are a number of products that we are no longer able to repair, primarily due to the age of the product. Please reference this list, before requesting a Return Material Authorization. An RMA will not be issued for products on the Non-Repairable and Limited Repair Products list.

To ensure the best experience when sending a product in for service or repair, be sure to use the following steps.

Return Material Authorization (RMA)

  • A Raven-provided RMA must accompany all returned product, including returns sent to authorized repair centers in North America.
  • Returns received without a valid RMA may be returned at customer expense.
  • Ensure RMA number is clearly visible on outside of packaging.

Raven Dealers

  • Create RMA in My account
  • Print and enclose RMA form with return

Non-Raven Dealers

  • Contact the Raven Dealer the product was purchased through for returns
  • Warranty returns must go through the dealer the product was purchased from
  • Request an RMA# directly from Raven

Return Material Authorization - Certificate of Decontamination

 

User Data & Information

Every effort will be made to retain files, calibration settings, and other types of information during the repair process. There are certain instances when retaining this information is not possible, due to the type of repair performed. Before returning product for repair:

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

Items for Warranty Consideration

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

  • 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.

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.

Items Not Covered Under Warranty

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.

  • 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.

Repair Pricing

Labor Rates

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

Estimate Requests

  • $50 USD/$60 CND 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 CND
  • Repair with estimate:
  • $135 USD ($50 estimate fee + $85 minimum labor), in addition to any parts needed to complete repair.
  • $172.50 CND ($60 estimate fee + $112.50 minimum labor)
  • Repair without estimate:
  • $85 USD/$112.50 CND (minimum labor), in addition to any parts needed to complete repair.
  • No Failure Found:
  • $85 USD/$112.50 CND 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 CND labor fee, to offset technician time needed to determine the cost-effectiveness of the repair. No estimate fee will be charged, if an estimate was originally requested. 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 & Limited Repair Products list.

Payment Methods

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.

Authorized Repair Centers

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 for questions related to returns or repairs done at their facility. 

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 locations

  • 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: Field Computers, 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 location

  • 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. 

AgEagle RMA Processes

NOTE: The following return processes apply only to AgEagle products and not Raven products.

Repair Returns - Warranty and Non-Warranty

  • All repair returns must go through the dealer the products were originally purchased from.
  • All repair returns must include the following components: RX60 flying wing, ground telemetry dongle, Taranis controller and the sensor/camera. By having all the critical components we are ensure that everything is functioning properly before we ship it back to the customer.
  • Dealer shall create Repair RMA located in My Account. AgEagle wing serial number must be documented in RMA.
  • A Raven-provided RMA must accompany all returned products.
  • A completed Return Material Authorization – Certificate of Decontamination form must be completed and included with all returns, regardless of whether the product has had chemical contact.
  • Returns received without a valid RMA may be returned at customer expense.
  • Ensure RMA number is clearly visible on outside of packaging.
  • All returns must be packaged according to the AgEagle Return Repackaging Instructions
  • Shipping damage will not be covered under warranty and Customer is responsible for any shipping damage which occurs in transit to the AgEagle facility. Customer would need to work directly with shipper (UPS, FedEx, USPS, etc.) for any claims due to shipping damage not caused by improper return packaging.
  • Ship all repair returns directly to:
    AgEagle Aerial Systems Inc.
    RMA#: 
    117 S 4th Street
    Neodesha, KS 66757
  • For questions regarding status of AgEagle repair returns, contact AgEagle directly at +1 (620) 325-6363. Do not contact AgEagle for assistance creating RMAs or for technical support.

Credit/Return to Stock Returns 

  • All returns must go through the dealer the products were originally purchased from.
  • Dealer shall request Credit RMA located in My Account. AgEagle wing serial number must be documented in RMA.
  • A Raven-provided RMA must accompany all returned products.
  • A completed Return Material Authorization – Certificate of Decontamination form must be completed and included with all returns, regardless of whether the product has had chemical contact.
  • Returns received without a valid RMA may be returned at customer expense.
  • Ensure RMA number is clearly visible on outside of packaging.
  • All returns must be packaged according to the AgEagle Return Repackaging Instructions
  • Shipping damage will not be covered under warranty and Customer is responsible for any shipping damage which occurs in transit to the Raven facility. Customer would need to work directly with shipper (UPS, FedEx, USPS, etc.) for any claims due to shipping damage not caused by improper return packaging.
  • Ship all Credit/Return to Stock returns directly to:
    Raven Industries, Inc.
    RMA#: 
    1101 W Algonquin St
    Sioux Falls, SD 57104

Raven Recycling Program

  • Raven’s recycling services provide an easy way to recycle agricultural electronics. For more information on this program, or to recycle an item, please contact RavenRecycling@greenstreamintl.com