 |
| Home > Repair Operations > F.A.Q. |
|
| FREQUENTLY ASKED QUESTIONS |
|
| If your question is not addressed below, please call Customer Service at: 800-224-4712, or use our Inquiries & Quotes Form. |
|
...and our favorite question:
|
|
Where are you located?
Our manufacturing plant and motor repair facilities are located in Boston, Massachusetts. We also have offices in South Carolina, Cleveland, Ohio and Los Angeles. Depending on the problem, the work is performed at those locations as well.
Google Maps: Potomac Electric Boston, MA
What is your warranty?
All repairs on servo motors, pumps, spindles, and servo drive amplifiers carry a one year limited warranty. We understand that you might not use your newly refurbished servo motor or servo drive amplifier after receiving it back from Potomac Electric, so our warranty is flexible and will usually cover this.
|
|
| to top |
|
My Machine is down and I need a repair right away, What is your turnaround time?
Our standard turn-around time for repair is two weeks. The Expedite Service will ensure your motor is repaired right away and returned to you within a few days (normally 2-3). This service is 25% more than a regular repair cost to cover overtime and rush charges.
|
|
| to top |
|
Do you charge an Evaluation fee?
Yes, the evaluation fee is $85. However this charge is discounted if you choose to have your servo motor or drive amplifier repaired or purchase a new motor from Potomac Electric.
The reason for this fee is to pay for the technicians time as they spend 1-2 hours disassembling and testing the unit. Other companies might advertise an evaluation fee, but build it into the cost later on. With Potomac Electric you will always know the truth up front; there are no hidden fees. |
|
| to top |
|
How much will the repair cost me?
The cost of parts varies with complexity and size. Although we have a few set prices for some servo motors and drive amplifiers, these prices may vary with the cost of materials or availability of parts. Please keep in mind that Potomac Electric always has a fair price for service and a quality of service that you deserve.
To find out the cost to repair your servo motor, drive amplifier or other part, please contact our sales department by phone at (617) 364-0400 or Request a Quote Online.
|
|
| to top |
|
Does Potomac Electric have expertise in my particular equipment?
In the area of motors and other mechanical parts, we are fortunate to have the full support from our Manufacturing Division, Design Engineering, and Machine Shop. You can view the partial list of brands Potomac Electric has refurbished over the years. We are always learning! But we do not walk on water and sometimes can not repair the unit. In those cases, Technical Support will assist you in finding the solution, including making you a substitution. In the area of Servoamplifiers, Variable Speed Drives and Power Supplies, please ask Technical Support. If we have developed documentation for the product the answer is, "send the unit in." If it is a proprietary part we will refer you to the original manufacturer. |
|
| to top |
|
What is your quality system?
Both the Repair Operations and Manufacturing Division follow ISO9001 standards. Although not certified, we update and maintain an ISO Quality System. We maintain records of product serial numbers to make it easier to determine the history of repairs. |
|
| to top |
|
We would like to visit your Company.
Potential customers are always welcome! We will show you how we work! |
|
| to top |
|
How do I send repairs to Potomac Electric and how do I pay for it?
You should send the equipment to:
POTOMAC ELECTRIC CORPORATION
One Westinghouse Plaza
Boston, MA 02136 USA
Important Notes: Please pay attention to packaging. Equipment is sick, and going to get treatment! It does not help to kill it by poor packaging. We see a lot of good parts get destroyed by negligent packing. Often equipment comes to us after other people tried to repair it but gave up. Parts come in disassembled and often damaged. Try to avoid this situation.
Step 1-
You can send the unit without receiving an RMA (Return Authorization Number) but for your benefit it is better to get it. That way we know it is coming and you have a way to follow up with your order. You can use our Inquiries & Quotes Form, or call customer service at 800-224-4712, Extension 14.
Step 2-
Include paper work with the unit you are sending: Company information and contact information. If possible include a purchase order if you already know the amount, or an $85 evaluation fee. The purchase order, tax certificate and credit information can be sent later and do not need to be included in the box. You can fill out our Inquiries & Quotes Form on line, or send your standard info via fax or e-mail. 90% of our business is NET 30, but you are welcome to use a Credit Card. Customers overseas are required to transfer money electronically prior to our shipping the product to them.
Step 3-
After your equipment arrives, evaluation is done and customer service will notify you. You approve the repair (unless you already have a price). If there are any problems or delays with your order, customer service should contact you. |
|
| to top |
|
