Q: What is Aztec Repair? A: Aztec Repair has been leading the industry in telecommunications repairs for twenty years. We have decades of experience at the managerial level and the best technical and customer support staff available. We remain a force in the industry due to our competitive rates and superior repair work. We have thousands of satisfied customers. Let us put our twenty years to work for you!
Q: What is Aztec’s procedure for sending in repairs? A: You can download a repair form from www.aztecrepair.com and fill it out completely. Please include a detailed description of the problems with your equipment. Follow all instructions and call us with any questions. Make sure you select how you would like your repairs returned to you. If you select nothing, we will ship Fed Ex Ground.
Q: What brand names do you repair? A: The majority of our repairs are to Toshiba, Telrad, and Vodavi products. We also work on most TIE/Nitsuko, Nortel, Avaya, and Comdial equipment. Call for any specifics or with any questions.
Q: Do I need an RA? A: Not necessarily. If you have multiple shipments with us, or if your items are under warranty, you may want to enclose an RA# for your own reference if you would like to check on the status of your order or keep track of multiple ones. Otherwise and RA number is not necessary.
Q: What if my item is under warranty? A: If your item is under a Telrad, Toshiba or Vodavi warranty, it will automatically be entered into our system as such. We do not honor other manufacturer’s warranties. Please write that the item is “Under Warranty” in bold letters on the line item of the Repair Form. If an item is under an Aztec warranty, there will be an Aztec sticker on the item with an effective warranty date. Contact a customer service representative if you have any questions concerning a manufacturer’s warranty. In some cases, both will be present. This will ensure that your items are entered into our computer system under a warranty status. If you write, “Under Warranty” and our research indicates that the item is not, a customer service representative will contact you to see if you want to continue with the repair for the standard out-of-warranty fee.
Q: How long is the warranty on my repair? A: All repaired and sales items, with the exception of voicemails, hard drives and cordless phones, come with a one-year warranty on parts and services we perform, unless otherwise noted. Voicemails, hard drives and cordless phones have a 90 day warranty.
Q: Can I get my items refurbished? A: Out-of-warranty repair items automatically get refurbished. This means we change plastic and repaint if necessary. If an item is in warranty, we will thoroughly clean it for you, but we do not refurbish in-warranty items. You can also send in items to be refurbished only at a cost of $30 per piece, but it must be noted clearly on the Aztec Repair Form.
Q: How long until my repairs are returned to me? A: Our typical turnaround is about seven to ten business days. With certain cordless phones or older merchandise, repair part availability or intensive labor time could delay some items. But most of our customers see their repairs back within two weeks.
Q: Since you charge flat rates, what would be a cost if I sent in a KSU or other merchandise in with extra cards and/or features? A: You would be responsible for all fees on any and all parts we receive. If you do not want a part tested and/or repaired, it must be noted clearly on the repair form you send with the item. Any extra expansion boards or option cards are considered separate items and will be charged accordingly.
Q. Do you refurbish items as well? A: Yes we do. Any out-of-warranty item we repair is refurbished and that cost is absorbed into the repair price. If you would like a refurbish only, please note on the Repair Form. The cost for refurbish only is $30 per piece for most items. On larger or more intricate items, the price is subject to change. Contact customer service for details.
Q: Are all your rates flat? A: No. The vast majority are, but in cases of some Voicemails and some other products, extra repair time and/or part costs could change the final price. For example, our Voicemails are mostly repaired at the quoted cost, but if the motherboard is bad, an additional charge would incur. We will not, however, go above a flat rate without contacting you for your consent first.
Q: How should I ship? A: We use Fed Ex Ground for all of our shipping; you can use any method to ship to us. If you would like to apply any particular return shipping instructions to different providers or express service, please note it on the Repair Order. Otherwise it will ship back to you Fed Ex Ground.
Q: How do I pay? A: There are three ways to pay for your Aztec repairs. They are COD, Credit Card or NET 30. If you are a COD customer, you will be billed upon delivery of your goods. You will receive an e-mail or telephone confirmation when your repairs are shipping. If you check the Credit Card box on the Repair Order, you can either enclose the Card number, or we can contact you for the Credit Card number when we receive your goods. For NET 30 approval you must fill out a credit application and agreement. If approved, you will be a NET 30 customer and will have 30 days to pay your repair bill.
