Customer Service

PHONE

1-800-398-1921 (Toll Free US Only)
+1-952-935-5515 (All Others)

ADDRESS

5251 W 73rd St, Suite A Edina, MN 55439

Request support

If you need assistance with a ReconRobotics® product that you own, please read the following instructions to open a new RMA (Return Material Authorization) ticket. If repair service is needed, we will arrange for shipment of your equipment to our U.S. repair facility in Minnesota. Standard turnaround time for repair is under one week after receipt.

RMA PROCESS

When you contact Customer Service via phone or email, we will require some basic information to open the RMA. Please gather as much as you can from the following list before requesting support:

1

Problem Description

2

Customer Agency

3

Contact Information

4

Serial Numbers

If your issue cannot be resolved remotely, ReconRobotics® can provide loaner equipment for Recon Scout® kits (robots and OCUs), Command Monitoring Stations, and SearchStick Poles.

If your issue is not covered under warranty or by an extended service plan, we will provide a not-to-exceed (NTE) repair cost estimate. After repairs are complete, you will be invoiced for the actual cost of repairs up to this estimate.

Our Pledge

  1. Easy access: You can always contact a human directly by phone or email.
  2. Real customer service: The person who answers the phone has authority to solve your problem.
  3. Zero downtime: Loaner units are available when you report the problem.
  4. Proactive resolution: After you inform us of a problem, we don’t rest until it has been resolved.
  5. Open communication: You will receive transparent and honest information through all stages of a repair.
  6. No “lemons:” If one of your robots or OCUs is repaired because of a warranty issue and the same issue happens again within the one-year service warranty period, we will replace your equipment free of charge.
  7. Fast turnaround: Once repairs are approved, your repaired equipment will be shipped back within one business week.
  8. Quality assurance: You will receive a follow-up call to ensure that the problem has been resolved.
  9. WOW: We want you to be 100% satisfied with your ReconRobotics® equipment.
  10. Provide support for Legacy Products as long as parts remain available.

Limitations of Liability and Warranty

Your exclusive remedy for the breach of the Manufacturer’s Warranty shall be for ReconRobotics® to repair or replace the product. Under no circumstances will ReconRobotics® have liability for user’s unauthorized use, or modification or intentional misuse, of the product under this agreement. Unauthorized use includes use after user activity that voids that user’s license to operate the product and any applicable EULAs. If any applicable jurisdiction limits or otherwise restricts the voidability of a license, then, in the case of unauthorized use or modification, or intentional misuse, the user’s license will be limited to the greatest extent permitted by law.

Under no circumstances shall ReconRobotics®, its affiliates, suppliers, resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in contract, warranty, negligence, strict liability, or any other theory of liability: (1) third party claims for damages; (2) loss, damage, or disclosure of data; (3) special, incidental, punitive, indirect, or consequential damages. In no case shall the total liability of ReconRobotics®, its affiliates, suppliers, resellers, or service providers for damages from any cause stemming from any theory of liability exceed the amounts paid by you to ReconRobotics® over the prior twelve (12) month period. For any jurisdiction that limits the limit or exclusion of liability by contract, this provision shall be interpreted to provide the greatest limitation on liability permitted by law. In no case shall the total liability of ReconRobotics®, its affiliates, suppliers, resellers, or service providers for damages from any cause exceed the amount of actual direct damages, not to exceed the amount the user paid for the product.

TO THE EXTENT PERMITTED BY LAW, EXCEPT AS EXPRESSLY PROVIDED IN THE MANUFACTURER’S WARRANTY, RECONROBOTICS® DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER STATUTORY, EXPRESS OR IMPLIED, INCLUDING: (A) ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE; AND (B) ANY WARRANTY ARISING OUT OF COURSE OF DEALING, USAGE, OR TRADE. RECONROBOTICS® AND ITS AFFILIATES, SUPPLIERS, RESELLERS, AND SERVICE PROVIDERS DO NOT WARRANT, EXCEPT AS EXPRESSLY PROVIDED IN ITS MANUFACTURER’S WARRANTY, THAT THE PRODUCT, PRODUCT ACCESSORIES, OR ANY PORTION OF THE PRODUCT, OR ANY MATERIALS, WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS.

IF SUCH WARRANTIES CANNOT BE DISCLAIMED, RECONROBOTICS® LIMITS THE DURATION AND REMEDIES OF SUCH WARRANTIES TO THE DURATION OF THIS EXPRESS WARRANTY AND, AT RECONROBOTIC’S OPTION, THE REPAIR OR REPLACEMENT SERVICES PROVIDED IN THE MANUFACTURER’S WARRANTY.