OUR SERVICE & REPAIR POLICIES

On Site Service Agreement: Let Binding Products help you protect the investment that you made in your equipment, and keep your equipment up and running through its On Site Service Agreement (the “Agreement”). The Agreement covers labor, travel expenses, and most parts. The Agreement does not cover PC Boards, motors, and wearables (like belts, pins, etc.) beyond the period during which these are covered by the manufacturer's warranty. Turnaround time to have a Technician visit your premises is generally within 24 to 48 hours of the time that the problem is reported to us, provided that the problem cannot be fixed first by telephone trouble shooting by a Technician. Choose from our 1 Year Annually Renewable, 3, and 5 Year Agreements. Purchasing coverage up front for longer periods of time provide you with the best bang for your buck.
 
Mail In Service Agreement (MISA): On smaller less expensive equipment, consider our Mail In Service Agreement (the “MISA”). The MISA covers labor, and parts associated with repairing your equipment. The MISA does not cover PC Boards, motors, and wearables (like belts, pins, etc.) beyond the period during which these are covered by the manufacturer's warranty. When you have a problem with equipment covered by a MISA, call us and ask to speak with a Technician. The Technician will first make an effort to trouble shoot the problem by phone. If it cannot be fixed by phone, then you will need to package the equipment in a manner that prevents damage and return it to us freight prepaid. After we repair the equipment within a reasonable period of time, we will return it to you.  
 
What to Expect When You Call for Service: When you call Binding Products Service Department and speak with a Technician, you should be prepared to provide them with the machine’s serial number, location, and a description of the problem. The Technician who responds to your call will first make an effort to troubleshoot the problem with the equipment by phone. 
 
If the troubleshooting does not lead to the equipment operating properly and the equipment is covered by a MISA: Then the Technician will make arrangements for an RMA Number (Return Merchandise Authorization Number) to be issued to you so you can return the equipment.  You are responsible for packaging the equipment in a manner that prevents damage and returning the equipment to us freight prepaid. The RMA Number must appear on the shipping label of the equipment when you return it. We will advise you upon our receipt of the equipment, then repair the equipment within a reasonable period of time and return it to you.
 
If the troubleshooting does not lead to the equipment operating properly and the equipment is covered by an On Site Service Agreement: Then the Technician will make arrangements for a Service Technician to be dispatched to your premises to make the repair on site. Turnaround time to have a Technician visit your premises is generally within 24 to 48 hours of the time that the problem is reported to us. 
 
If the troubleshooting does not lead to the equipment operating properly and the equipment is NOT covered by a MISA NOR an On Site Service Agreement: Then, provided that you consent, the Technician will make arrangements for a Service Technician to be dispatched to your premises to diagnose the problem, and make the repair on site. This is recommended if the equipment is large and cannot be returned by FEDEX or UPS, or if the repair is time sensitive or of an emergency nature. Binding Products provides repair services on your premises anywhere in the US. Charges for this service consist of a charge for labor, travel, and possibly parts. There may be more than one visit to your site—the first visit is sometimes to diagnose the problem if it cannot be diagnosed properly by phone, then subsequent visit(s) are to fix the problem(s). You are responsible for all charges connected with all visits. 
 
The Binding Products Service Technician can often estimate over the phone for you the cost of the service visit before they arrive based on their assessment of what is required to fix the problem. The Technician can provide you with our current hourly rate for labor and travel, as well as parts so that you can prepay for the site visit. The Technician will come to your premises at a time that fits your requirements, which is generally within 24-48 hours of the time that you place and prepay for the service call.
 
If the repair is not of an emergency nature or the equipment is small and can be returned by FEDEX or UPS, then you can always return the equipment to us. The Technician will make arrangements for an RMA Number (Return Merchandise Authorization Number) to be issued to you so you can return the equipment.  You are responsible for packaging the equipment in a manner that prevents damage and returning the equipment to us freight prepaid. The RMA Number must appear on the shipping label of the equipment when you return it. We will advise you upon our receipt of the equipment. After we diagnose the problem, we will phone you with our estimate to repair the equipment. Provided that you prepay for the repair, we will then repair the equipment within a reasonable period of time and return it to you.