Instrument Repair and Calibration
In most cases, ORTEC can offer a fixed repair price. This helps mitigate unpleasant surprises and streamlines the process of repair. In the event that your instrument should require additional parts or services beyond what it is normally covered under the initial fixed repair price, we will issue a revised quote. Under this fixed repair scheme, you will be able to assess in advance whether the repair is worthwhile and necessary, or if other options are more viable.
Instrument Upgrades
When you buy an ORTEC instrument, you are making an investment. As such, instrumentation upgrades help you maintain the latest specifications and operational readiness of your instrumentation. As with repairs, ORTEC offers various fixed upgrade prices, you can assess in advance whether the upgrade investment is worthwhile relative to the needs of your application and your operations.
Process to Send Your instrument for Repair, Calibration, or Upgrade
1. Issuance of a Return Authorization Number (RA #)
Before you send your instrument to ORTEC for repair, calibration, or upgrade, a Return Authorization Number needs to be issued and assigned to your case. This number connects your instrument with an information file and expedites handling once it arrives at our site.
To obtain an RA#, please follow these steps:
1.1. Contact the Global Service Center nearest you:
You will be assigned a Customer Support Coordinator you may contact to follow-up regarding your case status.
1.2. Fill out the appropriate form:
It is very important to fill out this form in as much detail as possible detailing the problem you are experiencing with your instrument. This helps the service technicians in identifying the root cause(s) and resolving the issues you are experiencing.
1.3. Return of Request Authorization Form
Return the filled out form to your Customer Support Coordinator with a copy to ortec.service@ametek.com
1.4. RA# Issuance
After you have submitted and we have received your Return Authorization form, your Customer Support coordinator will send you the following:
- The Return Authorization Number for your case (RA#)
- Documentation with shipping and packaging instructions
1.5. Warranty Verification
If your instrument is out-of-warranty, your Customer Support Coordinator will send you a quote for the repair together with the rest of the documentation in step 1.4. You must provide a purchase order in order for us to proceed. The RA# should be included in the purchase order to expedite handling and to identify that the purchase order is for an out-of-warranty repair.
Please note that without a purchase order work on the repair of your out-of-warranty equipment will not be started. Thus, failure to include the purchase order will delay repair work.
If you are sending your instrument for repair within warranty, your Customer Support Coordinator will verify the warranty information and check with you that the correct return shipping address is reflected in the Return Authorization form you submitted.
2. Instrument Packaging
2.1. Detector Packaging
- The detector must be returned in the original wooden shipping crate in which it was received from the manufacturer. If you do not have the original wooden shipping crate, please contact ortec.sales@ametek.com and a wooden shipping crate can be purchased and sent to you. The cost of the wooden shipping crate will be billed to you.
- The RA# must be clearly marked on the outside of the wooden shipping crate. The RA# should be used on all paperwork that accompanies the detector and on any correspondence concerning the detector. In addition, the RA# should be referenced when calling to inquire about the status of the repair. The detector should be warmed up to room temperature before being packed in the crate.
2.2. Electronics and Portable Radiation Identifiers Packaging
- The instrument must be returned in the original crate, case or box in which it was received from the manufacturer. If you do not have the original crate, case or box the instrument originally came in, please contact your Customer Support Coordinator and an appropriate crate, box or case will be purchased and sent to you. The cost of the crate, box or case purchased together with any applicable shipping charges will be billed to you.
- If you decide to use another type of packaging for sending us your instrument, the packaging should be made from a sturdy material. It should be larger than the equipment on all sides to allow for at least four inches of rubber foam padding or instapack around the equipment.
- The RA# must be clearly marked on the outside of the box in which the instrument is shipped. The RA# should be used on all paperwork that accompanies the instrument and on any correspondence concerning the instrument. In addition, the RA# should be always referenced when calling to inquire about the status of the repair.
- Please use rubber foam padding or insta-pack only. Do not use plastic peanuts, shredded paper, foam wrap or Styrofoam padding.
- Electronic components (circuit boards, etc.) should be placed in an anti-static shielding bag, prior to shipping.
3. Instrument Shipping
- We do not accept collect shipments. All instruments should be shipped prepaid by the customer to our facility.
- When shipping to us, you may wish to insure the shipment for the replacement value of the equipment. We are not responsible for items that are lost in shipment or damaged during transit.
- Please ship your instrument to the address for the appropriate Service Center using the following matrix
3.1. For shipment to the U.S. Service Center from inside the U.S.:
Advanced Measurement Technology
ATTN: RA# (the one assigned to your case)
801 South Illinois Avenue
Oak Ridge, TN 37830
After shipping, please send shipment details to
ortec.service@ametek.com for tracking purposes.
3.2. For shipment to the U.S. Service Center from outside the U.S.:
A commercial invoice must be included with the shipment to the repair facility. Failure to include this information will delay repair work. The commercial invoice must contain the following information:
- Return Authorization Number (RA#)
- Model Number
- Serial Number
- Detailed Description of the Item being returned
- Reason for Return
- Detailed Description of Problem
- Value for Customs
- Contact Name and Telephone/Fax Numbers
- End User Name, Address, and Telephone Number
- Ship goods under HS Code: 9801.10.0000
- Ship to:
AMETEK-AMT
ATTN: RA# (the one assigned to your case)
801 South Illinois Avenue
Oak Ridge, TN 37830
C/O USA Cargo Services
1343 Terrell Mill Road, Suite 200
Marietta, GA 30067 USA
Telephone: 770.980.4226
Contact: Mike McCauley
Email: mike@usacargo.com
- Airport of destination is Atlanta, GA, U.S.A.
To ensure proper customs clearance, please alert
mike@usacargo.com at USA Cargo Services and
ortec.service@ametek.com at the Global Service Center with tracking information for your shipment.
3.3. For shipment to the U.K. Service Center:
AMETEK-AMT
Unit 1, Millars Business Centre
Fishponds Close
Wokingham
RG41 2TZ
After shipping, please send shipment details to
ortec.ukservice@ametek.com for tracking purposes.
3.4. For shipment To the China Service Center:
Advanced Measurement Technology
AMETEK Inc., Beijing Rep. Office
Western Section, 2nd Floor, B10, Jing Dong Fang Bldg.
No.10, Jiu Xian Qiao Road
Chao Yang District
Beijing 100015, P.R. China
Before shipping, please call 86-10-85262111 ext. 47 or 34.
After shipping, please send shipment details to
amt.ortec.china@ametek.com for tracking purposes.
4. Work Completion and Instrument Return
Upon completion of the work, your Customer Support coordinator will contact you to notify you and to coordinate with you the return shipping of your instrumentation.