How do I Set Up to have Device Repaired?
After you have called the PRC Service Department and they have tried troubleshooting your device with you but have been unsuccessful, the technician will set up a Call Number for the repair.
Please call service with the following information:
1. Serial number of the device and a full description of the problem you are having with the unit.
2. Shipping address =Where you will need the unit returned to after repaired.
3. A contact name and phone number.
4. Method of Payment: If the device is not under warranty, is the user covered by a funding source? If not, we will need to know the name and phone number of who we should contact with the repair estimate.
5. Loaner information: If the device is under warranty or extended warranty with the platinum package, we can send a loaner at no charge. Any damage to the loaner will not be covered by your warranty or extended warranty plan.
Loaners for funding clients: If you are covered by a funding source, we will need to receive the paperwork and the device before the loaner can be shipped.
Loaners for devices not covered by a warranty or funding source: If the device is non-warranty or covered by extended warranty - gold, there will be a cost for a loaner.
Due to a limited number of service loaners, PRC loaners ship within a maximum of 5 working days, earlier if units are in stock.
Devices loaned through the PRC warranty program are intended to enable continued communication while the client's device is being serviced. Some accessories and/or any custom components may not be available on service loaners. PRC will make every effort to match the loan device to the client's original configuration.
When you receive your service loaner, use the box and the FedEx Billable Stamp (sent with Warranty and Extended Warranty Devices Only) to return your device to PRC service.
When you receive your repaired device, pack the loaner in the box and use the FedEx billable stamp received with your repaired device as your label. Use the information on the Loaner Return Instructions to call FedEx and request a pickup. Return the loaner promptly.
The customer or facility requesting a loan device through the PRC warranty/loan program will be responsible for any repair or replacement costs resulting from damage, loss, or theft of the loaned equipment.
Damage caused by abuse or failure to return a loaner to PRC in a timely manner may result in loaner privileges being revoked.
Make a Back Up Copy of your Customization/Vocabulary:
If your device is still operable, make a back up copy of your vocabulary using the appropriate method for your device's software (MTI, USB or Secure Digital). A Service Technician will TRY to save your vocabulary before repairing your device, although it is not always possible.
The Service Technician may need to run an ECO Recovery CD to correct the problem you are experiencing in your ECO. If this is the case, all third party software will be removed and Windows will be reset to default.
Shipping the device to us:
PRC will cover shipping cost back for the repair of your device if the unit is still covered under warranty or extended warranty - platinum.
You will be responsible for the shipping cost if the unit is not under warranty, if the repair is covered by a funding source, or if the device is covered under extended warranty - gold. We recommend you use a method of shipping that will give you a tracking number such as FedEx, UPS, or Certified Mail
Our Shipping Address is:
PRC
1022 Heyl Rd
Wooster, OH 44691
***Please return the main unit only unless instructed by the technician and write the Call Number that you are given on the outside of the box. This will help our receiving department get the package to the correct department.
To receive a call number, please call our service line with the previously stated information. Have your device on hand for troubleshooting purposes. 1-800-262-1990.