Your FARO® device is a precision tool. Sending it to a FARO service center for periodic re-certification, calibration, cleaning, service, and repair enhances its performance and accuracy. Here are some frequently asked questions about sending in your FARO device for service.
How to Schedule Service or Repairs
We’ve introduced a new way to schedule your service or certification for your FARO® equipment – our new FARONow! customer service portal. FARONow! personalizes your experience and allows you to:
Ready to access your portal account?
Can companies other than FARO certify or repair FARO devices?
FARO has not authorized companies other than those owned and operated by FARO to perform services and repairs or to obtain FARO parts. Any repairs performed, or attempted to be performed, by a company other than FARO will void your warranty and could cause your device to operate improperly. Click this link for details.
Where are FARO Service Centers located?
What are the hours of operation?
Which devices are serviced at each service location?
For your convenience, this link provides a list of FARO regional service centers, their hours or operation, and they devices they service.
CAUTION: Please do not ship or bring your FARO device to a service center without first contacting FARO Support to file a service request. Support Agents can provide an RMA, instructions, and tell you when and where to send or take your FARO device. Click this link for details.
How long will it take to service my device?
The completion time estimates to service your FARO® device depend on the geographic region of the service center, the device type and model, the device condition, as well as the type of service needed. When you contact FARO Support to get your authorization (RMA) to send your device to the service center, the Agent provides an initial time estimate for general servicing and certification. When your device is received at the FARO service center, technicians access the device condition. If the device condition requires additional repairs, an Agent will contact you to discuss these repairs and provide a new estimate for service completion.
We suggest that you plan service during a time when your work load is not overly demanding, as we do not offer expedited service. But for unplanned service or repairs, Agents can put notes in your request to indicate your special needs and we will do our best to accommodate you.
What if my device needs to be repaired?
If your device needs to be repaired, you receive documentation that provides details about the repairs and costs (if applicable). A Support Agent contacts you to get your approval to start the repairs, to arrange a method of payment (if needed), and to give you a new time estimate. Click this link for details.
Replacement parts used for all (in-warranty and out-of-warranty) repairs may be new, refurbished, or contain refurbished materials. All replacement parts are guaranteed to meet FARO specifications and quality standards.
FARO may choose to replace an in-warranty product rather than repair. Replacement products will be of equal or newer age and of equal or better specification.
FARO warranties all repairs (parts and labor) for a period of 90 days. If a failure occurs within this timeframe FARO will cover the following:
- Repairs of the device if related to previous service. If not related to the previous service, evaluation and calibration fees are waived but the customer is responsible for parts and labor.
- Shipping charges to and from FARO.*
* Shipping charges exclude custom brokerage fees, duties, taxes, and VAT.
Can I get a loaner while my device is being serviced?
FARO has several warranty plans that offer different benefits depending on the geographic region where you purchased your FARO device. Depending on which warranty plan you have, your warranty benefits may include a loaner FARO device when your device needs repair only or when it needs both repair and calibration. You must have an up-to-date warranty to qualify for a loaner. Please refer to your warranty plan for details. If you cannot find your warranty plan, you can log into FARONOW to see the warranty plan name and expiration date. Click here for details about FARONOW.
FARO will provide units of equal or newer age and of equal or better functionality for all loaner obligations. If your organization has a specific loaner need that requires an older model unit, please alert our customer support agent and they’ll do their best to provide a solution.
Along with eliminating downtime, many times loaners provide the opportunity to experience the most current FARO technology. Contact your FARO Sales Representative for additional information on warranties, loaner programs, and available trade in and/or upgrade offers.
- Return of Defective Parts or Components after FARO Factory Service
- Compensation, Calibration, and Certification Standards for FARO Devices
- Self-Help Portal - Your FARO Account, Product Licenses, Warranties, and Support Cases
- Warranty Plan Benefits for the FARO Software Warranty
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