Looking for detailed information regarding our repair process? You’ve found it!
Step 1: Getting your machine to us
Click “Schedule Service” to be directed to our service request form. Enter your information and click “Submit”. You will be redirected to a confirmation page, which will also be emailed to the address provided. Click the printer icon on the confirmation page to be directed to our UPS shipping label page. Once again, enter the necessary information and click “Process Shipment”. Please note to enter the weight as a whole number only, no letters or decimals. Not sure of the weight? Enter your best guess.
Package your machine and bring it to a UPS drop off location. Don’t forget to bring your UPS shipping label! Please use a box large enough to fit your machine, accessories, and packing material such as bubble wrap. If you do not have packaging materials, you can purchase them at your nearest UPS Ground drop off location. Be sure to include main accessories such as humidifier (without water), power cord, battery, etc. Please, do not send disposable supplies such as mask, tubing, cannula, etc.
Step 2: The Repair
Once we receive your machine, we will log it into our computer tracking system and send you an email advising that we have received your machine. Next, we will schedule your machine for an evaluation, usually within 1 week. Once completed, we will email you a detailed evaluation along with an estimate for repair.
If approved, we will email an invoice for the total repair cost and return shipping. There will be a link to make a secure payment. Once paid, we will complete the repair and return the machine to you, usually within 3 business days, depending on current work volume and parts availability.
If declined, we will email an invoice for our bench fee of $35 (commercial customers only), plus the return shipping of $15 – $40, depending on the size, weight, and destination. If you would like to scrap and recycle your machine, these fees are waived and there will be no cost to you.
Step 3: The Return
Once the repair has been completed and your machine has passed all of the post-repair testing parameters, we will package your unit and ship it back to you via UPS Ground. Once shipped, you will receive an email containing a copy of the paid invoice along with the UPS tracking number. Expedited shipping is available upon request for an extra charge.
The ASP Warranty:
Altra Service Professionals, Inc. offers an industry leading warranty for our medical equipment repairs. All of our repair work comes with a full one (1) year warranty (90 days for Portable Concentrators) for the parts replaced and the associated labor. Warranty excludes filters, preventive maintenance, & physical damage. Events that void our warranty include, but not limited to, tobacco related residue and smell, water damage, infestations, excess dust buildup as a result of missing or incorrect filters, and improper use.