Customer Service

Phone:
1-866-398-1921 (Toll Free US Only)
+1-952-935-5515 (All Others)

Email: support@reconrobotics.com

U.S. 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 Name
  4. Contact Phone or Email
  5. Serial Numbers (how to find serials)

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 To You

  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.

Warranty Information

Warranty information is available upon request.