Have problem with your radios?
SURE-RESPONSE offers a one-year warranty for its radios. A flat rate repair plan is also available for the second year after the warranty expires. In order to have your request be processed properly, please fill in RMA Request Form and send it to: . One of our specialists will contact you once your request is received.
Return Material Authorization Procedure
Please be aware that you must obtain a return materials authorization (RMA) number in order to submit your request. Returned units without RMA request will cause longer than expected delay.
To request an RMA number, please download the RMA form here and complete it with your best knowledge. An empty RMA form can also be requested from your sales representative. You may fax the finished form to 1-888-530-5676, or e-mail it to: . One of our customer services will contact you and assign you the RMA number.
Once an RMA number has been issued, a confirmation e-mail or fax will be sent to you detailing the RMA number, product and product quantities authorized for return, together with shipping address details and RMA terms and conditions.
Please include a hard copy of the RMA confirmation with the products returned. All returned items should be marked ‘To the Attention of Service Department’ and sent to the address provided in the e-mail or fax confirmation.
The original packaging, including any anti-static and foam wrapping, is preferable to be used on all returned products. If the original product packaging is no longer available, adequate packing should be used to ensure the safe delivery of the returned items. SURE-RESPONSE cannot be held responsible for freight damage that occurs in transit to our location.
Note 1: PLEASE BE AS SPECIFIC AS POSSIBLE WHEN DESCRIBING REASONS OF RETURN
Regular testing procedures cannot identify many intermittent problems. Unless noted in advance, intermittent problems can easily be missed. "Do not work properly", "No TX/RX", "broken", "Will not work" are examples of generic descriptions and of little value of reference.
Please provide as many details as you can in the ‘Description of Issue’ section on the RMA request form to help us to expedite the repair process.
Note 2: In-Warranty products can incur costs through damage, misuse, cosmetic or no problem found.
Instructions for ordering replacement power cords, accessory cables or other accessories can be provided by a Customer Specialist or your representative.
Note 3: YOU ARE RESPONSIBLE FOR FREIGHT EXPENSES AND ANY APPLICABLE IMPORT AND/OR EXPORT DUTIES AND TAXES
For both in-warranty and out-of-warranty repairs, you are responsible to pay for the freight expenses incurred during the RMA procedure, and any applicable import and/or export duties and taxes.
SURE-RESPONSE will only cover the shipping fees for items that are returned within the 1st 30 days of the warranty.
Note 4: ADDITIONAL CHARGES MAY APPLY TO IN WARRANTY ITEMS
In-Warranty products can incur costs through misuse, water damages, and cosmetic damages.
In the event that no hardware problems can be found with the unit, you might be responsible for an hourly labor fee.
As a service provider, we value your support. Our goal is for the best customer service experience. Please help us to process your repairs/claims as quickly as possible by following the above procedure.