Lab calibration equipment: tips for service without the headache

How can you have the best experience when arranging for repair or calibration services for lab calibration equipment and other instruments? We asked three experts–-Anne Cobb, Stephanie May and Darcy Melton--from the Fluke Service Center in Everett, Washington and we are presenting their best tips in this post.

How to initiate a service request for calibration equipment

To get started with a service request, use the online tool to create a Return Material Authorization (RMA). Using this tool enables you to select the model and then see and select the levels of service that are available for it. You can use the tool to see pricing and options before committing to a quote or confirming the RMA. Get cost information, create a purchase order, then get back into the tool and finish the RMA process. If you initiate a service request for a calibration and you know that you will also need repairs, it can save time to note both of those requests when generating the RMA.

You can log into the tool at any time to learn the status of your lab calibration equipment in the service process, saving you a telephone inquiry. You’ll also receive shipping notices.

If you are a repeat customer, you can return to the online tool year after year and copy a past order, another time saver. You can also view your service history.

It’s easy to get started with the online tool. To learn more about using the online RMA tool, including a Getting Started Guide and Quick Start Video, visit the Calibration and Repair Services web page. 

What to do if you can’t open an online RMA request

There are a few exceptions where the online tool is not the best solution. These include replacement orders, which are items close to end of life where it might be more economical for you to replace your lab calibration equipment rather than pay for service. There are also a few models not loaded into the system. In either of these cases, call our service representative directly at +1 (877) 355-3225 and we will get you the help you need right away.

Shipping your unit(s) to Fluke for service

Getting your calibration equipment serviced can be a time of uncertainty. In addition to time without your unit available to your lab, there is also the concern that comes with packing and shipping a unit and waiting for it to return safely. Fortunately, our service team has some tips to make this process fast and easy, getting your precious equipment back to you in great working condition as soon as possible.

• Include a copy of the service confirmation pdf with your order.
  When you obtain your RMA, the Fluke system sends an automatic email with a pdf file attached as confirmation of your service order. The pdf includes your order, address, model serial number, and services you chose. It’s not required, but it can make things a little easier and faster for the service technicians if you include a copy of this document when you ship your order to us. We can use a combination of model and serial number, company and search history to find something but as you can imagine, that takes time.
   
• Create the purchase order before shipping your unit(s).
  If we have a purchase order we can begin servicing your equipment as soon as it arrives.
   
• Read your confirmation and double-check to the “ship to” address.
  The confirmation pdf includes an address in the top left corner that specifies where to ship your unit(s). Many times, especially for repeat customers, the address for one type of service might be different than for another, so it’s important to read the ship-to address and not just copy and paste from another order. If you ship to the wrong address, we could lose a day or even more to locate the unit and ship it to the correct address.
   
• Only include accessories that will be required for the service.
  ​Please only ship accessories that will be required for the service you have chosen. This information is included on your confirmation pdf. Sending extra accessories creates churn as our technicians have to document receipt of them and sort through them to find what they need to do the service.

What about Gold customers?

If your equipment is covered by a Gold service contract, you will be contacting a technical assistance representative who will verify your contract and do the work to get you the RMA. You won’t be using the online RMA tool because the technical assistance rep will do that for you. Still, you need to make sure you receive the correct paperwork so that everything lines up. Sending in last year’s RMA, for example, can create a delay in the process.

Getting your unit(s) back

Make sure the information on your purchase order is up to date, in case we need to perform a credit check. We typically pay the cost to ship your unit(s) back to you.

Of course we’ll clean your unit(s) and perform a final quality check before shipping.

That’s it! Only a few easy steps – if you follow them you can save hours or even days and get your equipment back as quickly as possible.

Learn More

Online RMA request tool
Calibration and Repair Services

Contact information

Call 877-355-3225 for service questions about Fluke Calibration large calibrators.

Call 888-993-5853 for service questions about Fluke handheld products.

Questions about other Fluke Calibration products and services? Visit our Contact Us page to find contact information for many Fluke Calibration global sites. Or call the Customer Care Center at +1 (877) 355-3225 or send email to [email protected].