Timing & Synchronization Systems Warranty & Repair
Overview
Most Microsemi products come standard with a 12-month return-to-factory warranty. Some products are sold with a longer warranty as standard. Customers may purchase a Microsemi Services Extended Warranty Contract at the time of purchase, before the standard warranty express, or after the standard warranty expires (additional fees may apply to purchases after standard expiration). For detailed information on the warranty period for your products or to verify coverage under an Extended Warranty Contract, contact the Customer Assistance Center.In-Warranty Repair
Contact Technical Support for assistanceOut-of-Warranty Issues
Return for repair for a charge, or under coverage of an Extended Warranty Contract, is the main solution for out-of-warranty product issues.However, customers may purchase a new unit for prompt shipment. We accept Mastercard, Visa, as well as purchase orders. For new unit orders, we will use our best efforts to prioritize these units for emergency shipment, but units may not always be immediately available.
Also, a Rapid Replacement Contract from Microsemi Time & Frequency Services can be purchased with your initial order or after (within 4 years of product purchase). Services and Support will work with you to determine the type and quantity of spares required to support your installed base and then warehouse them for you in regional locations. A spare can be dispatched within 24 or 48 hours to a freight forwarder. The spare arrives with a pre-paid return waybill enabling you to send your failed unit back to the Services and Support warehouse. Services and Support will replenish the warehouse stock to ensure continuous availability of parts. This program lets you efficiently budget spares costs for the entire year and avoids the administrative time and expense of individual purchase orders and payments.
For information on arranging a Rapid Replacement Contract, contact ftd.contracts@microsemi.com.
To Return Products for Repair or Replacement
In order to return a product for repair or replacement, you must first request a Return Materials Authorization (RMA) number. To obtain an RMA number, select the Request a Repair link below. Complete and submit the required information. A Microsoft Word version of the form is also available at this link if you prefer to submit your request via e-mail.Upon receipt of your request, our Repair Administration Department will provide an RMA number and the address to which the equipment should be returned. At that time we will verify whether the unit is under warranty. If the warranty has expired, we will advise a purchase order is required, and quote a repair price for post-warranty repair. Normal processing time to provide an RMA number is 24 to 48 hours.
In all of the above instances, Microsemi will provide the appropriate return address with the RMA number. Please be certain that the RMA number is visible on the outside of the return shipment.
Request a Repair
Repair Administration Contact Numbers
If you have questions about return shipment, extended warranty coverage, or need assistance with hazardous materials packaging and documentation for shipment of Cesium products, please contact Repair Administration at:USA Toll-Free
1-888-367-7966 (1-888-FOR-SYMM) Option 3
Worldwide
1-408-428-7907 Option 3
Europe, Middle East and Africa
49-700-32886435
RMA FAQ’s
Q: What do I do if I have a failed unit?
A: Defective products can either be repaired or replaced at the option of Microsemi. Products that fail out-of-box (dead on arrival or DOA units) upon initial purchase are advance replaced by Microsemi immediately upon notification to the Customer Assistance Center. Products that were shipped from our factory more than 30 days prior or have already been in use at the customer site are not considered out-of-box failures. All other failures should be handled as a repair.Q: What about advance replacements?
A: Microsemi Time & Frequency Services offers advance replacement services (Rapid Replacement Coverage) for those customers who wish to avoid the expense and administrative time necessary to purchase and maintain spares. Unless you have a Rapid Replacement contract, or otherwise contracted with Microsemi in your product purchase agreement or certain conditions exist, advance replacement units are not typically provided.Q: How long will the repair take?
A: Turnaround time to complete a repair (from date of receipt at the appropriate factory location to date of return shipment to the customer) varies depending on the product and the technology in question. The majority of products can be repaired in less than 30 days. Some products require a longer repair time because their technology demands a longer period to test and burn-in the product following repair to insure it is in proper working condition. In some cases, Microsemi may provide a replacement unit if a repair cannot be completed in a reasonable period of time. (This does not apply to all products and never applies for discontinued products.) We ask permission from all customers before making a replacement where the factory is located in a different country than the return address for the unit.Q: How long is the repair warranty period?
A: Units repaired or replaced typically carry a warranty of ninety (90) days or the expiration of initial factory warranty or applicable service contract term, whichever is longer.Q: What does a repair cost?
A: There is no charge to repair units that fail in warranty and are returned to the factory location for repair. The customer typically pays the freight to return the unit to us and we pay the freight to return the repaired unit to you. Repair prices for out of warranty units vary depending on the unit and your contractual arrangements with us, if any, and the customer typically bears all freight costs. If your product is out of warranty, we’ll provide the repair price to you and request you provide us a purchase order at the time we issue you a Return Materials Authorization (RMA) number. If you have a large installed base of Microsemi products, we’ll be glad to work on a blanket purchase order basis to effect your repairs.Q: Where do I return the failed unit for repair?
A: Microsemi has several factory locations. Our Repair Administration group will provide the appropriate factory address to you when they issue your RMA number.Q: Does my return need special packaging or marking?
A: Most units should be packaged in accordance with normal commercial practices to prevent damage and marked with the RMA number we issue you. Cesium units require special hazardous materials handling. If you need hazmat packing and documentation assistance, please inform Repair Administration when requesting an RMA number.Q: Will I be charged if the unit is No Trouble Found (NTF)?
A: Because we incur costs to process the RMA and to troubleshoot and test the unit, we do typically charge a minimal fee for an NTF unit. If your unit is NTF and a fee will be assessed you will be notified by Repair Administration.Q: What if I have other questions about repairs or replacements or I need help on-site to effect the repair?
A: Contact our Customer Assistance Center at:USA Toll-Free
1-888-367-7966 (1-888-FOR-SYMM) Option 3
Worldwide
1-408-428-7907 Option 3
Europe, Middle East and Africa
+49-700-32886435
Warranty Notice
Hardware – Microsemi warrants, for a period of twelve (12) months from Microsemi’s date of shipment, the Goods shall be free from defects in design, material, and workmanship under normal use and service, and shall conform to and perform substantially in accordance with Microsemi's published specifications in effect at the time of shipment. Microsemi further warrants that the Goods shall be free and clear of all liens and encumbrances and shall have good and valid title at the time of shipment by Microsemi. This warranty shall survive inspection, acceptance, and payment by Buyer. Microsemi does not warrant that the operation of the Goods shall be uninterrupted or error free or meet Buyer’s intended use or purpose. Microsemi’s warranty does not cover failures caused by acts of God, including electrical or environmental conditions; abuse, negligence, accident, damage in transit; or improper site preparation.
This warranty shall be null and void in the event (i) Buyer or any third party repairs or attempts repair of the Goods without Microsemi’s advance written authorization; or (ii) defects are the result of repairs, modifications, alterations, improper or inadequate maintenance by Buyer or third party; or (iii) damages to said Goods are caused by Buyer or third party-supplied software, interfacing or supplies; or (iv) of improper use (including termination of non-certified third party equipment on Microsemi’s proprietary interfaces and operation outside of the product's specifications) by Buyer or third party; or (v) the Goods are shipped to any country other than that originally specified in the Buyer's purchase order.
Buyer’s sole remedy for a breach of the foregoing Goods warranty, whether express or implied, howsoever arising, shall be as set forth in this Section. Goods not meeting the foregoing warranty during the warranty period shall be repaired or replaced, at Microsemi’s option, upon return of such Goods to Microsemi’s factory; provided, however, that Buyer has first obtained a return materials authorization (“RMA”) number from Microsemi authorizing such return. Buyer may obtain an RMA number by logging onto Microsemi’s website www.Microsemi.com. Buyer shall place the RMA number on the exterior packaging of all returns. Buyer shall be responsible for the shipping costs to ship the Good to Microsemi and Microsemi shall pay for shipping costs to return the repaired or replacement Good to Buyer. Repaired or replaced portion of the Good shall be warranted for the remainder of the unused warranty term or for ninety (90) days from shipment, whichever is longer.
Software Media - Microsemi warrants that the accompanying media shall be free from defects in materials and workmanship under normal use for a period of ninety (90) days from date of shipment. The physical media warranty does not apply to defects arising from misuse, theft, vandalism, fire, water, acts of God or other similar perils. Microsemi shall not be liable for any damages caused by the Buyer's failure to fulfill its responsibilities as stated above. Buyer’s sole and exclusive remedy and Microsemi’s entire liability for a breach of the foregoing warranty shall be for Microsemi, at its option to replace the Software media, or if unable to replace the Software media, then to refund the license fee paid for the Software.
THE FOREGOING WARRANTY SHALL BE THE ONLY WARRANTY WITH RESPECT TO THE SUBJECT MATTER HEREOF AND SHALL BE IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON INFRINGEMENT HOWSOEVER ARISING. WHERE LEGISLATION IMPLIES IN THIS AGREEMENT ANY CONDITION OR WARRANTY AND THAT LEGISLATION VOIDS OR PROHIBITS PROVISIONS IN A CONTRACT WHICH EXCLUDE OR MODIFY THE OPERATION OF THAT CONDITION OR WARRANTY, THE CONDITION OR WARRANTY IS DEEMED TO BE INCLUDED IN THIS AGREEMENT. HOWEVER, MICROSEMI’S LIABILITY FOR BREACH OF THE CONDITION OR WARRNTY WILL BE LIMITED AT MICROSEMI’S OPTION TO REPLACE OR REPAIR THE GOODS. TO THE EXTENT ANY OF THE FOREGOING LIMITED REMEDY FINALLY FAILS ITS ESSENTIAL PURPOSE, MICROSEMI’S TOTAL LIABILITY TO BUYER FOR SUCH BREACH SHALL BE LIMITED TO THE ACTUAL PRICE PAID BY BUYER FOR THE DEFECTIVE GOODS AND SUBJECT TO THE “LIMITATION OF LIABILITY” SECTION (in the full Product Terms and Conditions of Purchase).
NOTE: Microsemi’s GPS positioning products for navigation are an AID TO NAVIGATION only and MUST be used in conjunction with normal navigation practices.