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GSA Contract #
GS35F0670V

 

Customer Service & Support
We're Here to Support You Long After the Sale


DRS TACTICAL SYSTEMS CUSTOMER SERVICE

Hours: 8:00 a.m.-5:00 p.m. M-F, EST
Phone: 321-727-3672
Fax: 321-727-9860
Email: custservice@drs-ts.com

UK Phone: 011 44 (0) 1252 730519
UK Fax: 0 11 44 (0) 1252 730522
UK Email: helpdesk@drs-tsl.com


MAINTENANCE, WARRANTY, RETURNS & RECYCLING

DRS Tactical Systems offers a variety of maintenance contracts and support options beyond the standard warranty period. Our dedicated Customer Service Department provides a range of options, from maintenance only to post-design services and support, as well as the resolution of technology insertion and obsolescence issues associated with rugged COTS-based hardware and product recycling.

Customers requiring assistance with warranties, returns or recycling should follow the procedures listed below:


RETURN MATERIAL AUTHORIZATION

How do I return a DRS product?

You can request a Return Material Authorization (RMA) number by contacting DRS directly at 1.321.727.3672, extension 3076. We have RMA coordinators available from 8a.m. to 5 p.m. Eastern Time, Monday through Friday, to assign RMA numbers, track repair status and price repairs once they are completed.

What information do I need?

If it is determined that your product needs to be returned for replacement or repair, a customer service representative will give you an RMA number. An RMA number is required to return any product to DRS, regardless of the reason for the return. The following information is required when returning DRS products:

  • Serial number
  • Date of purchase
  • Your ship-to address and any special shipping requirements
  • Specific and detailed description of the problem

Note: DRS reserves the right to charge a No Fault Found (NFF) fee for any unit returned for repair that is found to be fully operational.


RECYCLING

DRS Tactical Systems, Inc. is pleased to offer you the opportunity to recycle the following products free of charge to our customers:

  • ARMOR X10 Rugged Tablet PC
  • ARMOR C12 Ruggedized Convertible Notebook
  • Legacy tablet computers (Hammerhead product line)
  • Batteries

Customers requiring assistance with recycling of tablet computers and batteries should call 888-872-1100. Please follow the following process for recycling of the above listed products:

  • Customer must weight the products being shipped back to DRS for recycling
  • Provide DRS with weight of products to be returned
  • DRS will mail the customer a prepaid UPS shipping label to attach to the package
  • Mail the package to:
    DRS Global Customer Service
    Recycling and Disposal Program
    100 North Babcock Street
    Melbourne, Fl 32935

DRS will properly recycle the products at no charge to the customer. Products returned to the DRS facility will be processed for recycling in compliance with all local, state and federal disposal laws.


HOW DO I SHIP THE PRODUCT?

Back up all data on your unit to an external source. Pack the unit in its original shipping carton if possible. If the original shipping materials are not available, then pack the unit in a shipping carton large enough to accommodate both the unit and at least 6 x 11 inches (15 cm) of packing material on all sides of the unit. Be sure to indicate clearly the RMA number on the outside of every shipping carton. This expedites the processing of your return at our repair facility. Finally, ship the unit pre-paid and insured to avoid liability for loss or damage.

In addition, please include any additional written or printed information that might help our repair department diagnose the problem. We also recommend enclosing a packing list with your RMA number inside the shipping container.

  • Returns should be sent to the following address:
    Attn.: Customer Service
    DRS Tactical Systems, Inc.
    100 North Babcock Street
    Melbourne, FL 32935 USA


HOW WILL DRS PROCESS MY RETURN?

What DRS will do:

For warranty repairs, we will repair or replace the defective part and return the unit to you per the terms of your warranty coverage.

What you need to do:
Contact our Customer Service Department to obtain an RMA number. When the RMA number is issued to you, return only the defective part to DRS; do not return working parts unless specifically requested to do so. You will need a Purchase Order Number so that we may invoice you after repairs are completed.


WARRANTY

What if the product fails after the warranty has expired?
We will evaluate the product and provide an estimate of the repair cost for your approval.

Hours: 8:00 a.m.-5:00 p.m. ET, M-F
Phone:321.727.3672, ext. 3076
Fax: 321.727.9860
Email: custservice@drs-ts.com

UK Phone: 011 44 (0) 1252 730519
UK Fax: 0 11 44 (0) 1252 730522
UK Email: helpdesk@drs-tsl.com

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