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Experiencing technical difficulties?
Rest assured, at Teledyne RDI, there's always someone available to assist you with your technical emergencies.
If you are experiencing a technical difficulty during regular customer service hours (8:00 a.m. - 5:00 p.m., Pacific Time), simply call our main number at +1-858-842-2600 and ask for customer service. Someone will be available to assist you.
However, we understand that technical difficulties can arise at any time. If you are experiencing a true technical emergency after regular business hours, you can call our emergency support line, and a trained Teledyne RDI customer service technician will assist you. Emergency 24/7 customer service: +1-858-842-2700.
If our engineers are unable to resolve your problem over the telephone or via our online troubleshooting service, it may be necessary to return your unit to Teledyne RDI for repair.
Product Repair FAQs
- How do I return a product to Teledyne RDI for repair?
- What is Teledyne RDI's warranty policy?
- How long will it take to repair my instrument?
- Who can I contact to follow up on my repair unit?
- Do you have a program that guarantees me access to a spare unit to avoid potential down time on my project?
1. How do I return a product to Teledyne RDI for repair?
Answer. Prior to shipping equipment for repair to RD Instruments, please contact Teledyne RD Instruments Customer Service Department for a Returns Material Authorization (RMA) Number. Once assigned, this number serves as the tracking number. Please include the RMA Number on the outside and inside of the shipping container(s). Additionally, please include the RMA Number in all future correspondence regarding the returned equipment.
All of the components returned for repair should be sent prepaid to:
- Teledyne RD Instruments
14020 Stowe Drive
Poway, CA, 92064, USA.
Show Airport of Destination "San Diego" on the Air Waybills.
Add "Notify Paxton, Shreve, and Hayes, San Diego Airport.
Telephone Number 619.232.8941, Fax Number 619.232.8976." (Paxton, Shreve and Hayes are the customs brokers who will handle your shipment.)
Important notes: Lithium batteries are considered a hazardous material and must be not be shipped to any Teledyne RDI Office. Please retain all lithium and non-lithium batteries.
Teledyne RD Instruments does not desire to accept ADCPs that have been coated with anti-foulant paints. We ask that this material be removed. In the event that the anti-foulant paint can not be removed and is considered to be suitable for shipping, then we require that a copy of the Material Safety Data Sheet (MSDS) be sent with the ADCP.
Teledyne RD Instruments will not handle any ADCPs coated with anti-foulant paint without a copy of the MSDS for the coated material.
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2. What is Teledyne RDI's warranty policy?
Answer: Teledyne RDI provides a one year warranty on all products sold. Please contact Customer Service if you'd like to see a copy of our full warranty language.
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3. How long will it take to inspect and repair my instrument?
Answer: Once the equipment has been received, an incoming inspection is performed. Generally speaking, the equipment is inspected within 3 - 7 business days after receipt. The customer is then notified of the results of the inspection. The results will include the repair(s) needed, the cost, if any, of the repair(s) and the lead-time needed to make the repair(s). This lead time will depend upon the level or repair required.
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4. Who can I contact to follow up on my repair unit?
Answer: You may contact anyone in our customer service department for assistance.
Tel. +1-858-842-2600 | E-mail: rdifs@teledyne.com
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5. Do you have a service available that guarantees me access to a spare unit to avoid potential down time on my project?
Answer: Yes we do! >>Click here for full details.
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