In the RMA (Return Merchandise Authorization), repairs and checks of delivered assemblies and devices are carried out. Both warranty transactions are carried out as well as paid repairs. The repair is carried out up to the component plane. Purchased modules and devices, e.g. coin changers are forwarded to the manufacturer for repair processing. Customer complaints are recognized and guided further.
Additional services are also offered to the customer, e.g. read and submit money from KarL moneycard reader. For all current articles, repair fees are fixed and communicated to the customer so that the customer is informed in advance of any costs incurred and the bureaucratic costs of the individual cost estimates are withdrawn.
Individual customer requirements such as load indications, additional processing, marking and QSV requirements are coordinated with the customer.
Close collaboration with support and development departments and quality assurance is carried out to ensure that the fault causes are analyzed and the products and production processes are improved.
To contact our RMA department please use the e-mail address: rma@garz-fricke.com
Normally, the products can be repaired for at least 5 years after sale. It also depends on the product (for example, due to the use of customized parts) and can be obtained from the RMA department.
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The warranty period for repairs is 12 months.
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It depends on the product and the detected error.
Repair flat rates are defined for all common products that can be requested from the RMA department.
The fee for a device check incl. software update are 46.50 EUR, which are at least, if no error is detected or the device settings have been adjusted by the customer.
If the defect is covered by the warranty, Garz & Fricke will cover the repair costs.
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Please contact your distributor, he will take care of the repair process. Garz & Fricke can only repair devices for customers who have bought the products directly from us.
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Pack the product carefully and enclose a detailed description of the problem. Write the RMA number on the outside of the box and send it to the address:
Garz & Fricke GmbH
Schlachthofstrasse 20
D-21079 Hamburg
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The warranty period is according to our terms and conditions 12 months from the date of delivery, unless a longer warranty period has been contractually agreed.
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The standard repair turnaround time is 10 working days + shipping time. The shipping time abroad may be affected by national holidays, customs clearance, etc.
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Please contact the RMA department by e-mail: rma@garz-fricke.com or by phone: +49 40 79 18 99 42 and tell us the serial number of the product. (These can be found on the rating plate for standard products on the back of the device). There you may receive an RMA number.
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