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TECH SUPPORT FAQ

     
When you have a request for a product update or repair, here's the hard-working team who does their best to make that happen in one business day. Members of DMP's Customer Repair Center include (from left): Cory Will, Brian Murphy, Dee Johnson, Carla Parmer, Lance Larkin, and Dean Virden.

Need to Make a Return?

Our Customer Repair Center Makes It Easy

By Dean Virden, Quality Manager

How a company handles returns is a major part of its customers’ experience. We get that — and because we appreciate your business and your time, we’ve tried to make our return process as fast and easy as possible.  

Our goal, for instance, is for all requests for product updates or repairs to be turned around in one business day. Meeting that goal has become a lot easier with our online Customer Repair Center (CRC).

As you may recall, we introduced the CRC about two years ago. Now, compared to those triple carbon-copy Repair Authorization tags we used to use, it’s much easier to submit a Return Material Authorization (RMA) online through our CRC. Here’s why:

It’s faster and ensures accuracy
To help us match the details of your product in our system, you’ll be prompted to enter your serial number. (It’s printed on the small label on your product.) Next, we’ll need a few more details about your return, but it shouldn’t take long — the return form is intuitive and easy to complete with drop-down lists from which you can select the options to confirm your return details.

To make sure we understand what the problem is, we’ve made room for you to give us more details on the exact symptoms the unit is exhibiting or direct us to an issue that didn’t quite match any of the descriptions provided in the drop-down menus. This ensures our accuracy.

It eliminates surprises
Say for instance, your return isn’t under warranty. As you may know, products we manufacture are backed by a three-year warranty, and products we didn’t make will pass through their standard manufacturers’ warranties. The CRC gives us the opportunity to let you know in advance whether your return is under warranty or not and what potential fees there might be. In turn, you can confirm how to proceed.

It eliminates paperwork
For your convenience, we’ve designed the CRC so you don’t need to worry about keeping a “paper trail.” We’ll let you know via e-mail as soon as we receive your completed RMA submittal. And at any time of the day or night, you can log back in to check the status of your returns, along with the purchase order numbers you provided and installation site notes.   

If you haven’t been to our CRC yet, take a look — it’s here on our Dealer Direct services menu. So far, about 80% of our customers have transitioned from our paper tag method to our online portal. The beauty of this system is that we have control over customization, inputs and notifications. To that end, if there’s a function you’d like us to consider adding, let us know!

Should you have to return a product for an update or repair, we’re sorry for any inconvenience. But please know that as long as the necessary components are available (up to five years after product discontinuance), we’ll do our best to finish our work quickly and accurately and get it out the door, on its way back to you. In that regard, we’ll return your orders free of charge by UPS Ground on all in-warranty items, and for all items, you can select faster service if you need it.

If you have any questions related to product repair or update, please e-mail us at customerreturn@dmp.com.



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