Repair Policies

AMS Controls offers two levels of repair service to Customers, as well as a refurbished unit program (SWAP). In either case, customers must contact Technical Support to receive a Service Order (SVO) number before shipping any items to AMS Controls. Items received without a SVO printed clearly on the outside of the shipping container could experience delays in service. The Repair department cannot process items until a Technical Support Specialist has been in communication with the customer and issued a SVO number.

Payment Methods

All repairs, including warranty repairs, must be accompanied by either a Purchase Order or credit card payment. To issue a Purchase Order, a potential customer must have a Credit Application processed by the AMS Accounting Department. Credit card orders must include the following information:

  • Credit card type (Visa, Mastercard, American Express)
  • Credit card number
  • Name (First and last name appearing on card)
  • Expiration date (mm/yy)
  • Direct contact information for the cardholder (phone or email)

Required Information for Service Orders (SVO)

Whether calling Technical Support or submitting a request via e-mail, the following information is required to to complete a Repair Authorization form before a SVO can be issued for any product repair, including warranty issues:

  • Model
  • Serial number
  • Purchase Order or credit card information
  • Problem description (please include as much detail as possible)
  • Billing method (Open PO, Not to Exceed, Evaluation) – Warranty claims are treated as evaluations until a warranty determination is made by the Repair Department.
  • Service level (Standard or Priority)

Billing methods and service levels are explained in greater detail below.

Please be sure Technical Support is aware of a contact name (first and last including phone number and/or e-mail address), as well as the company name and shipping address.

Encoder Repairs

All AMS Controls encoders are rebuilt by the Repair Department. This allows us to charge a standard rate and ensures greater reliability for repaired units. The price for an encoder repair/rebuild is based on the model:

  • N256 – $360.00
  • N500 – $420.00
  • N1000 – $480.00
  • N2000 – $540.00
  • S1000 – $600.00
  • S2000 – $680.00

The “N” designation in the encoder model describes the “new” version of encoder hardware. The body of the encoder is physically shorter than the old design, but all other physical aspects are the same. Older encoders without the “N” model designation will be updated to the new version during the rebuild at no additional cost.

N-type encoder repairs typically have a 1 -2 business day turnaround time. Due to the tighter tolerances required, S-type encoder repairs typically have a 4-5 business day turnaround time.

Controller Repairs

Repairs may be requested as:

  • Evaluation – Evaluation fees are 2 hours x the Repair service level requested by the customer. After the unit has been checked by the Repair Department, a technician will call the customer with an estimate for the repair total. The Evaluation fee will be applied to the total repair cost. In some cases, evaluation time will exceed 2 hours (older units, extensive damage, etc.). The customer will be updated with the new estimate for evaluation time and asked for permission to continue the evaluation.
  • Open PO – The customer understands repairs must be made and authorizes all parts and labor required to service the unit back to working order (AMS Controls will contact customers when repair costs exceed $2,000.00).
  • Not to Exceed – The customer requests a specific repair cost for parts and labor. If the total for the repair is estimated to exceed this amount, AMS Controls will contact the customer for permission or further instructions.

Controller repairs are charged at a minimum of 2 hours plus parts and shipping. Any repair item may be deemed non-repairable. The minimum charge of 2 hours will apply even if an item is deemed non-repairable.

Repair Service Levels

The following pricing applies to modern versions of our controllers. Legacy controllers may not be repairable and have different repair labor rates, depending on model and serial number. Please contact us at support@amscontrols.com for more information. Include your controller model and serial number in your email for the most accurate information.

Standard

  • $125 per hour labor rate
  • Customer charged for parts and labor
  • Typical 3-6 business week turnaround
  • Customer pays for shipping
  • $25 surcharge for non-UPS domestic shipments and $50 surcharge for non-UPS international shipments. (See AMS shipping policy.)

Priority

  • $175 per hour labor rate
  • Customer charged for parts and labor
  • Typical 1 week turnaround
  • Customer pays for shipping
  • $25 surcharge for non-UPS domestic shipments and $50 surcharge for non-UPS international shipments. (See AMS shipping policy.)

Legacy Standard

  • $175 per hour labor rate
  • Customer charged for parts and labor
  • Typical 3-6 week turnaround
  • Customer pays for shipping
  • $25 surcharge for non-UPS domestic shipments and $50 surcharge for non-UPS international shipments. (See AMS shipping policy.)

Legacy Priority

  • $225 per hour labor rate
  • Customer charged for parts and labor
  • Typical 1-2 week turnaround
  • Customer pays for shipping
  • $25 surcharge for non-UPS domestic shipments and $50 surcharge for non-UPS international shipments. (See AMS shipping policy.)

Dependability and Performance Hardware Upgrades

The Engineering group releases performance and dependability upgrades for hardware in the form of Engineering Change Orders (ECOs). When an ECO is released, it can be applied to a Service Item when that item comes to AMS Controls for repair.

ECOs applied to any Service Item are charged at 50% for labor and 100% for parts. Service items covered by warranty have ECOs applied at no charge to the Customer.

Standard and Priority Repair Warranty

Equipment repaired by AMS Controls is warranted to be free from defects in material or workmanship for a period of ninety (90) days from the date of shipment or the remainder of the original warranty, whichever is longer. Repaired equipment must be installed, operated and serviced in accordance with AMS Controls’ recommendations; used under normal conditions for its intended purposes; and documentation of such installations and maintenance must be provided to AMS Controls for a warranty claim to be valid. AMS Controls reserves the right to void this warranty for any use of its product outside of these terms.

Any request for repair or replacement must be made to the Repair Department of AMS Controls, 12180 Prichard Farm Rd., St. Louis, Missouri 63043. The AMS Controls warranty shall be limited to repair or replacement (at AMS Controls’ discretion) of any part of any equipment that proves to be defective after an examination by the Repair Department or authorized designate. The labor to make repairs or replacement under this warranty shall be furnished by AMS Controls or its authorized representative between the hours of 8:00 am and 4:00 pm CST, Monday through Friday, and is limited to actual repairs or replacement of the warranty item.

Labor and the cost of such labor to inspect and/or determine the origin of the problem involving examination of equipment installed at Customer’s site or systems not furnished or manufactured by AMS Controls is specifically excluded.

This warranty is only applicable to uses for which the equipment was originally installed and only covers original equipment components. This warranty does not cover routine maintenance activities. Malfunctions caused by electrical power variances are specifically excluded from warranty protection. This warranty does not cover the loss of product or other consequential damages resulting from any equipment failure.

THIS IS THE ONLY WARRANTY; THERE IS NO OTHER WARRANTY EITHER EXPRESSED OR IMPLIED.

Legacy Standard and Legacy Priority Repair Warranty

Equipment repaired by AMS Controls is warranted to be free from defects in material or workmanship for a period of thirty (30) days from the date of shipment or the remainder of the original warranty, whichever is longer. Repaired equipment must be installed, operated and serviced in accordance with AMS Controls’ recommendations; used under normal conditions for its intended purposes; and documentation of such installations and maintenance must be provided to AMS Controls for a warranty claim to be valid. AMS Controls reserves the right to void this warranty for any use of its product outside of these terms.

Any request for repair or replacement must be made to the Repair Department of AMS Controls, 12180 Prichard Farm Rd., St. Louis, Missouri 63043. The AMS Controls warranty shall be limited to repair or replacement (at AMS Controls’ discretion) of any part of any equipment that proves to be defective after an examination by the Repair Department or authorized designate. The labor to make repairs or replacement under this warranty shall be furnished by AMS Controls or its authorized representative between the hours of 8:00 am and 4:00 pm CST, Monday through Friday, and is limited to actual repairs or replacement of the warranty item.

Labor and the cost of such labor to inspect and/or determine the origin of the problem involving examination of equipment installed at Customer’s site or systems not furnished or manufactured by AMS Controls is specifically excluded.

This warranty is only applicable to uses for which the equipment was originally installed and only covers original equipment components. This warranty does not cover routine maintenance activities. Malfunctions caused by electrical power variances are specifically excluded from warranty protection. This warranty does not cover the loss of product or other consequential damages resulting from any equipment failure.

THIS IS THE ONLY WARRANTY; THERE IS NO OTHER WARRANTY EITHER EXPRESSED OR IMPLIED.

Abandonment

If a controller is repaired and AMS Controls has made efforts to contact the customer listed on this form without any response from the customer within 90 days of the date of this document, the controller is considered abandoned and becomes the property of AMS Controls.