Document #10-32813 Rev A; June 07, 2019
Page
5
of 69
Technical Support
Contacting Technical Support
If you encounter a problem with your Watlow controller, review the configuration of inputs, outputs, alarms, limits, etc. to
verify that the selections are consistent with your application. Often that’s all that is needed to resolve an issue.
If the problem persists, e-mail
or call +1 (507) 494-5656 from 7am - 5pm Central Time and
ask for an Application Engineer. Please have the following information available:
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Complete model number
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All configurations
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User’s Guide
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Factory Page
3-Year Product Warranty
The RMA PLUS is warranted by Watlow for a period of 36 months in accordance with the terms and conditions set forth
on Watlow’s website, which may be accessed at www.watlow.com/terms.
Returning a Product
1. Obtain a Return Material Authorization (RMA) Number.
This RMA number is REQUIRED to return a product for any reason.
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If you do not know why the product failed, call +1 (507) 494-5656 to speak to an Application Engineer.
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After discerning the reason for the return, call Watlow Customer Service at +1 (507) 454-5300 for the RMA number.
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When you call, you must provide:
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Your P.O. number
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Ship-to address
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Bill-to address
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Detailed description of the problem
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Any special instructions
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Name and phone number of person returning the product
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Method of return shipment
2. Ship the Return
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Clearly indicate the RMA number on the outside of the carton and on all paperwork returned.
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Ship on a
Freight Prepaid
basis.
3. We will examine the returned product and RMA number to verify the reason for return.
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In cases of manufacturing defect, we will enter a repair order, replacement order or issue credit for material returned.
In cases of customer misuse, we will provide repair costs and request a purchase order to proceed with the repair
work.
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To return products that are not defective, goods must be in new condition, in the original boxes and they must be
returned within 120 days of receipt. A 20 percent restocking charge is applied for all returned stock controls and
accessories.
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If the unit cannot be repaired, you will receive a letter of explanation. and be given the option to have the unit returned
to you at your expense or to have us scrap the unit.
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Watlow reserves the right to charge for no trouble found (NTF) returns.
