Control Solutions LLC (CSLLC) has established the following RMA procedure to provide customers with the best possible support and shortest repair turnaround time. This procedure applies to products both in and out of warranty.
1. Establish a Profile
All customers must establish a profile in Control Solutions' repair system before an RMA (Return Material Authorization) can be issued. When contacting Control Solutions to request an RMA for the first time, please provide the following information:
- Customer Name
- Ship-to Address, Contact Name, Phone Number
- Bill-to Address, Contact Name, and Phone Number |
2. Request an RMA (Return Material Authorization)
Contact Repair Services and request an RMA number when a unit or assembly fails and repair is required. Requests for an RMA number are generally handled immediately. After normal business hours, on holidays or weekends, call the number shown below and leave your name, company and telephone number and the call will normally be returned on the next business day. Do not return the item until you have received an RMA number. Note: Unused RMA numbers expire 30 days after they are issued.
| - By Telephone, call |
630.806.7062 , Press 3 For Technical Support |
| - By FAX, dial |
630.806.8917 |
| - By Email, contact |
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
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3. Package Product(s) For Return and Repair
Package the authorized units using commercially acceptable material and packing methods. Multiple items for a single RMA should be packaged in the same box. Please do not include items for multiple RMAs in the same box. Insert a Packing List in the package that includes the following information: RMA#, each item being returned with a full description of the defect or malfunction and whether it is a Line Reject or Field Return. Please download and print a Control Solutions Packing List Form or complete your own.
 CSLLC Packing List Form |
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4. Ship Package to CSLLC
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Mail your return using a traceable ground shipping method. Control Solutions recommends using United Parcel Service (UPS), Federal Express, DHL, or other reputable freight companies. Label the package to the address given on the right and include the RMA number. It is the customers' responsibility to track shipments to CSLLC. If there is any dispute with regards to quantity and/or types of products sent to CSLLC for repair, the data regarding such within our Product Tracking System shall prevail.
CSLLC Mailing Label
Freight Payment Policy: The customer pays and arranges for all inbound in-warranty and out of warranty shipments to Control Solutions. Control Solutions is not responsible for damage during this shipment. It is recommended that the shipment is insured. Return freight from Control Solutions will be surface/ground freight unless specifically requested by the customer. If special requirements and/or expedited shipment are required this will be added to any repair expenses.
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| CSLLC Mailing Address: |
Control Solutions LLC
Attn: Repair Services RMA # ______
2620 White Oak Circle
Aurora, IL 60502-9111
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5. CSLLC Receives and Repairs Product(s)
- CSLLC will inspect the RMA shipment when it arrives. If it is damaged CSLLC will notify the customer immediately. It will be the customer’s responsibility to immediately initiate a claims inspection as most freight forwarders generally require the sending company to make arrangements for claims. CSLLC will provide assistance, as necessary, to process the freight claim.
- Upon receipt of the defective unit(s), CSLLC will inspect, diagnose and, if under warranty, repair or replace (at CSLLC’s sole discretion) the unit(s). If defective units are out of warranty, repair charges may apply. When units are repaired they are restored to the manufacturer’s original operating specifications.
- CSLLC reserves the right to refuse repair based on the presence of hazardous substances. If the customer wishes to have the units in question returned, it is at the customers' expense.
- CSLLC will impose an up charge for the removal of post-factory installed devices attached to a product that impede the repair of the product. Examples of such devices include labels, mounting brackets, fasteners, and tape.
- CSLLC makes no guarantees regarding the period of time between when CSLLC receives the returned unit(s), and when it leaves CSLLC in shipment back to the customer’s ship-to location, however, CSLLC strives to maintain an average repair interval of ten (10) business days (excluding holidays).
- Refer to the CSLLC RMA number in all inquiries or correspondence with CSLLC.
6. Additional Information
Upgrade Policy: It is CSLLC’s policy to perform hardware and software upgrades to the latest revision level (where applicable and practical) free of charge for in-warranty product returns - unless the upgrade is due to a customer requested change like a custom feature or parameter change. Please call CSLLC for the current cost of Out Of Warranty upgrades. Handheld Programmer software upgrades are always free of charge however the customer is expected to pay for inbound and return freight. Any upgrades made in conjunction with a repair will not incur an additional upgrade charge, however repair charges may apply.
Expedited Factory Repair Service: CSLLC provides a 48-hour rush service to expedite repair of specific unit(s). Rush unit(s) will be prioritized and will be guaranteed to ship on the second business day after notification is provided to CSLLC and returned components/unit(s) have been received. If an item is part of a previous shipment CSLLC received, contact CSLLC to locate the item and attempt to process it as a “Rush”. An Expedite fee will be assessed per unit in addition to customary repair charges. CSLLC will only guarantee up to three (3) Rush units per customer per day.
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