Bixolon Warranty Claim Procedure
Contacting the Bixolon Service Center:
Eligible customers seeking warranty services for Bixolon products covered under the Limited Warranty can contact a regional Bixolon Authorized Service Center (ASC). A list of service centers is available on the Bixolon website or through a Bixolon dealer.
Getting a RMA or Case# from the Service Center:
The ASC will collect product and customer information from the customer to determine that the case is eligible for a warranty repair. Valid cases will receive a RMA or Case# and customers will receive further directions on shipping the product into the repair depot. An estimated turnaround time to receive back the repaired unit may be provided at this time.
Shipping the Product to the Service Center:
Customers will use proper packaging as specified in the warranty policy when shipping the product to the ASC. The customer burdens the cost of shipping the product into the ASC while Bixolon covers the cost of ground shipping back to the customer. Any upgrade in shipping level is at a premium to the customer.
Checking on Your Case:
The typical turnaround is 2-5 days repair time plus time in transit. To check the status of a warranty case use the RMA or Case# and contact the ASC the unit was sent to. To escalate a case contact Bixolon directly at 858 764 4580 / firstname.lastname@example.org and provide the detail of the case to the Bixolon rep.
Bixolon DOA Claim Procedure
Manufacturer Defect DOA Product Returns:
Upon verification a case number or RMA number is issued to be used to process the return and return instructions provided.
Once the defective printer is received it will be tested and verified DOA and a replacement printer will be shipped back to the customer.
In cases where the products do not exhibit any problems after conventional depot test methods the customer has the burden to provide methods to reproduce the problem. If the problem is not-reproducible in the depot after all efforts, the customer will be invoiced for the ship back cost of unit and test labor.
BIXOLON America Authorized Service Center