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Technical Support and Informational Resources

Repair/Return Procedures |  International Return Procedures

For service or technical support:

Product Documentation

Product spec sheets, manuals, and hook-up diagrams can be found on our Documentation and Downloads page.

Questions and Answers

The answers to many questions about our equipment may be found in our Frequently Asked Questions (FAQ's) pages, or by posting your questions and finding answers in our web-based Discussion Forum.

Your local dealer can also help with many questions.

Application assistance

For application-related questions, you can also check the Applications section of our site.

Equipment Return/Repair Procedures

Important: Our repair statistics show that a large percentage of units returned for service do not, in fact, require any service. Therefore, we advise you to please double-check the following list of common, user-solvable sources of difficulty before contacting Kantronics about returning your unit for service. An RMA (Return Merchandise Authorization) number must be requested and received, and included with the unit on the outside of the package returned for repair. If a unit is received without and RMA number, the shipment will be denied.

Problem Check-List:

If encountering difficulty in getting the Kantronics equipment to "talk" to your computer, please perform at least the following limited checks before calling or writing:

  • Carefully check the wiring connections between the computer serial (RS-232) port and the Kantronics equipment. Port pinout information is available on this website.
  • If the cables were purchased from a third-party source, double-check that they conform to the wiring instructions in the manual for your Kantronics product.
  • Verify that the baud rate settings of your terminal program are set correctly.
  • It may be helpful to perform a "Hard Reset" of your Kantronics device. See the product manual for details.

If service or repairs still appear necessary after checking the items listed above, it may be wise to call, fax, e-mail, or write Kantronics to determine if the problems can be solved without returning the unit. You can also check our FAQ's page for common problems and solutions.

Return Procedures

When contacting the service department, have the following information available:

  • The unit name and serial number. (The serial number can usually be found on the bottom of the unit.)
  • The firmware version number.
  • The type of computer or other equipment you are attaching to the Kantronics equipment.
  • The steps that have been taken to determine that the problem is with the Kantronics equipment.
  • If possible, a list of current parameter settings in the unit.

If contacting by other than phone, be sure to include a return fax number, mailing address, and/or e-mail address.

Returns direct to the factory for refund or exchange are strictly regulated. The sales department must approve any return for refund or exchange.

If the unit was recently purchased from one of our authorized dealers, contact that dealer first.

Repair Service Charges

Consult our limited warranty policy for the service provisions offered by Kantronics at no charge. This warranty is considered to be in force only when the customer has submitted a completed warranty registration within ten (10) days of purchase, and when the stipulations of the warranty have been met.

Violations of warranty clauses will automatically void the warranty, and cost of service or repairs will be charged to the owner. Service outside the warranty period will be charged at the cost of parts, labor, and return shipping, at the time of the repair or service. Units sent in for service or repair without prior Return Authorization will be subject to the minimum charge for labor, plus the cost of return shipping and handling.

Repair of DAMAGE to a unit, whether accidental or otherwise, is not covered by any warranty provided by Kantronics, in which case normal repair charges will apply.

Obtain a Return Authorization (RMA) number from the service department. (See contact info above.) Mark the RMA number clearly on the outside of the package.

Repaired units will be returned via UPS (or FedEx) C.O.D. if other payment arrangements have not already been made. C.O.D. charges can be avoided by providing payment information (VISA, MasterCard, or Discover) either at the time of the return authorization request, or included with the unit when it is sent to be repairded.

International Returns

This section applies to international returns only, not domestic returns.

In case of unit problems, first contact the dealer from whom the product was purchased. If a Kantronics product must be returned, please observe the steps outlined below. This will prevent unnecessary difficulties and expense for both the shipper and Kantronics.

All returns must be shipped to the factory at 14830 West 117th Street, Olathe, KS 66062, USA.

The shipper must pay all expenses of returning items to Kantronics. This includes any duty/entry fees, whether the return is for warranty or non-warranty repair. Usually, the best way to return items to us is by mail. However, if using a courier service such as DHL, UPS Expedited, Federal Express, etc., be sure to use DOOR-TO-DOOR service. When using one of these services, a commercial invoice may be required. Please check with the carrier before shipping.

Include in the description of the items on the paperwork (whether postal or courier) the words: "U.S. GOODS RETURNED FOR REPAIR/REPLACEMENT." An additional description of "Data communication equipment" would be helpful. It would also be helpful (but not required) to include the code number 9801.00.1035, which tells U.S. Customs agents that the package contains "U.S. goods returned without improvement/enhancement".

Provide a value for customs purposes. This is usually the value of the item(s) in their current condition. A $0 value is not acceptable for U.S. Customs.

Inside the package, with the item(s), include:

  • A fax number, daytime telephone number, mailing address, and/or e-mail address if available, in case we need to contact you.
  • A correct and full shipping address for return of the equipment.
  • Method of payment to be used for any charges. (If VISA, MasterCard, or Discover, include expiration date, and 3-digit security code located on the back of the card following the credit card number.)
  • A brief description of the problem.
  • A reference to any conversations with Kantronics technical/sales staff about the problem.
  • The Return Authorization number from Kantronics.

For warranty repairs, we will pay the shipping charges to return the item(s) via air parcel post. If you wish return by courier service, include your account number. To be eligible for repair under warranty, we must have a record that you sent your Warranty Registration card and proof of purchase to Kantronics, and the item(s) must still be within the applicable warranty period at the time the return is authorized.

For non-warranty repairs, you must pay the return shipping charges, in addition to applicable repair charges.

Kantronics  •  14830 West 117th Street  •  Olathe, Kansas 66062
Phone (913) 839-1470  •  Fax (913) 839-8231  • 
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