Aurora provides cost-effective, timely equipment repair via Aurora's RMA procedures.
Maximize Product Performance, While Lowering Maintenance Costs
Before sending any equipment to Aurora for repair, please send an email to AuroraRMA@pace.com or
call +1 408 809 3250 to request a Return Material Authorization (RMA) number. Obtaining an RMA ensures the repair and replacements are completed in a timely manner, and helps to eliminate any delays due to missing information.
Please provide the following:
- Company name, street address, city, state
- Name of Contact Person and Phone number
- Part or model number; and serial number
- Description of problem(s)
Equipment Damaged During Shipment
Aurora makes every effort to expedite replacement of damaged goods that are the result of shipping damage. We request that you thoroughly inspect all cartons upon delivery, and report any visible damage to the shipping carrier immediately. In the event of concealed damage, please keep the shipping container, packing material and equipment intact. Aurora does not assume responsibility for the filing of claims for damage or loss with the carrier.
After the carrier has inspected the damaged material, contact Aurora's TAC department to obtain a return authorization and make arrangements for additional packing materials, if the original containers are damaged beyond use. After returning the damaged equipment to Aurora and establishing repair costs, including any and all associated freight costs, Aurora will notify you so that these charges may also be included in your claim.
Aurora prepays standard return freight back to our customers for warranty repairs. We invoice return freight back to customers on billable repairs, and the customer is responsible for clearance and insurance of goods (except USA/Canada customs clearance). The customer pays for shipping units to Aurora for both warranty and out-of-warranty repairs. Aurora does not accept inbound shipments that are C.O.D. Special shipping requests may be subject to additional charge. Aurora requests that you pack units in the original shipping containers, if possible. If the original containers are not available or not in good condition, please pack the units in such a way as to prevent electrostatic discharge and physical damage while in transit. Caution: Do not use Styrofoam chips (peanuts) as a filler in the pack-out boxes or shipping boxes. Use of Styrofoam chips will void the warranty.
Aurora repairs all manufactured products. Returned parts must be accompanied by the RMA number. The standard repair turn-around time for currently supported Aurora products is thirty (30) working days, which begins upon receipt of defective parts. Repair turn-around for Manufacturing Discontinued units is subject to parts availability. In all instances, Aurora will provide a defined turn-around time and fixed cost to repair the product, once the root cause has been determined. Prior to repairing a unit, Aurora will notify you of the expected turn-around time and fixed cost to repair, and request authorization for the repair.
Advanced Replacement Unit Exchange
Aurora offers advanced replacement unit exchange. In the event of a critical failure, and if a spare unit is not available in your spares inventory, you may elect to receive an advance replacement unit before sending the defective or damaged unit to Aurora, subject to availability. Aurora makes no guarantee that the unit requested will be available for advance replacement or in its repair stock inventory at the time of the request. We highly recommend that you always purchase and maintain proper stocks in your spares inventory; advance replacement units should not be considered a replacement for spares.