How do I send my unit in for repair? How much is it? Where do I send it?
Please contact technical support via phone or email before sending your unit in for repair. If they determine that the unit needs repair, they will provide you with an RMA number, packing instructions and a shipping address.
Where do I send it? For most of our products, all repairs are done at our service facility in Plymouth, MN. Since these are specialty machines, not just any electronics repair shop is authorized to repair them. Our repair techs are specially trained to service our units.
How much does it cost? If your unit is within the one year warranty, repairs will be performed according to the terms of that warranty agreement. This usually means that parts, labor and return shipping are covered by Primera. If your Primera CD/DVD or desktop label printer product is beyond its limited warranty period (Out of Warranty) or is not covered by an Extended Warranty and it needs to be serviced, Primera’s depot repair facility in the USA will be pleased to repair it on a flat fee basis. Please refer to the flat fee rate table for details and exclusions. Payment for nonwarranty RMAs can be made on www.primerastore.com.
How long does it take? Once we receive the unit, we will do any necessary testing and repairs and then send it back to you within 7-10 days of when we receive it. On many occasions the repair time can be less than this. You may choose to pay to upgrade your return shipping to overnight shipping if you wish to expedite your service. We do not provide rush repairs services for a fee to any of our customers. All customers are treated equally. Units are serviced in the order that they arrive at our service facility.
Can I get a Loaner? Primera does not provide loaner units to customers.
Can I buy Parts? Primera does not sell or send out individual parts for products within warranty. (Installing a part yourself voids the warranty) If your product is out of warranty, contact tech support for proper part identification and the appropriate part number. You can then purchase that part from sales. There are no refunds on parts if they do not fix the problem.
How do I package the unit? It is best to use the original box and foam/cardboard supports. If you do not have the box, package the unit in a box large enough to leave space on all sizes. Do not use packing peanuts as filler material since the unit will settle to the bottom of the box. Bubble wrap, wrapped in alternating directions would probably work best. Contact tech support to purchase a box and packing materials.
How do I prepare the unit shipping? To prevent damage to internal components during shipping, movable items must be properly secured before packaging. For many units this simply means securing the print carriage and/or robot arm with masking tape and removing or wrapping separate components such as disc bins or applicator label guides. See article 414806 for unit specific instructions.
How do I ship the unit? You are responsible for shipping the unit to us. We recommend you take it to a courier service, such as FedEx or UPS, rather than the United States Postal Service or Canada Post. If you do send it through a postal service, we strongly recommend you get a tracking number for the shipment. Insurance is recommended.
Exchange RMAs (31/32). You may be eligible for an exchange RMA if your product failed within 30 days of your purchase date. Proof of purchase will be required. If you qualify, you have two options:
- Exchange Upon Receipt - 31 (Fast) Ship the defective unit to us. Once we receive it we will send you a replacement via overnight shipping. This method does not require a credit card.
- Cross Ship Exchange - 32 (Faster). We will immediately ship you a replacement product via overnight shipping. If the RMA is created be fore 2p.m. you will receive a replacement the next day. In order to ship out the replacement unit without first getting the defective one back we need to secure it on a credit card with a temporary authorization of funds for half the retail value of the unit. This is not a charge but it will reduce the available balance. As soon as you return the defective unit we will remove the authorization on your card and it will not appear on your statement.
Credit/Refund RMA - 06. If you ordered the wrong product or are returning the product we will set up an RMA for credit or refund. Once we receive the unit we will begin the credit process. Once the unit has been received you will receive a credit within 7-10 days. Proof of purchase will be required.
90 day warranty RMA - 39. If you recently had your product repaired and it failed again for any reason within 90 days of the original RMA, you are eligible for a free expedited repair including shipping both to the service facility and back to you.
