Invacare In-House Service Repair - Policies and Procedures
Effective:February 16, 2015
In order for us to provide quality and timely repairs, Invacare Technical Services has instituted the following policies and procedures. These policies strive towards improving services offered and they will help us improve our overall turnaround time for warranty and non-warranty repairs.
1. All repairs have specific variable lead times which are measured daily. Lead times are calculated when your product reaches our Returns facility and is staged in a First In First Out (FIFO) rotation. Although we strive to keep our lead times as short as possible, parts shortages and intake volume will play a factor.
2. All repairs must be shipped back in the original packaging to ensure the product integrity. Invacare packaging is designed to ensure the product ships safely allowing Invacare to issue a repair warranty. If the repair is not shipped in the original packaging, Invacare Service Repair will provide new packaging and the customer will be charged accordingly.
3. All repairs require an RMA (Return Merchandise Authorization). Non-warranty repairs may be express shipped and expedited for a $25.00 charge. Customer must identify the expedited repair as a "Z1-Rush". "Z1-Rush" units will be moved to the front of the FIFO rotation. All "Z1-Rush" repairs must be received Next Day Air or Second Day Air to qualify as a "Z1-Rush". Outbound units will be express shipped. Any "Z1-Rush" warranty repair requires preapproval by Invacare Tech Phone Support at 800-832-4707.
4. Customers must reply within 30 days of a request for approval on estimated repairs. After 60 days and multiple attempts to reach the customer are unsuccessful, the unit will be shipped back to the customer un-repaired and the customer will be charged the $60.00 estimate fee.
List of Services Offered by Invacare Service Repair Ohio
| Consumer and Rehab power wheelchairs | Respiratory |
| Mechanical repairs - call for quote | HomeFill® repairs |
| Electronic repairs | HomeFill pump repair |
Custom Manual
Mechanical repairs
Manual wheelchairs
Mechanical repairs
Warranty Repairs:
All warrantied units shall be repaired per the product's applicable warranty terms. If there are any non-warranty related repairs, the charges will be communicated to the customer in advance for approval. All approved non-warranty charges will be invoiced based on the customer's non-contract or contract pricing, as applicable (see fee schedule for charges). A customer declining a non-warranty estimate must decline in writing on the Itemized Repair Statement quoting the estimate.
Non-Warranty Repairs / Estimates:
All non-warranty related charges will be invoiced to the customer based on non-contract or contract pricing, as applicable. There is a flat evaluation fee of $60 for all non-warranty related repairs which will be waived upon Invacare Service Repair's approval to repair. Customers must approve or decline the Invacare Service Repair's Itemized Repair Statement within 30 days. If a customer declines to have the unit repaired or does not respond to the Itemized Repair Statement within 30 days, they will be given the option to have the item shipped back at their expense at a cost of $60.00 or scrapped at their expense at a cost of $60.00.
| Generic Estimates for Non-Warranty Repairs (Parts and Labor) | |
| Concentrator estimate | $100.00 |
| HomeFill estimate | $350.00 |
| Joystick estimate | $250.00 |
| Control module estimate | $300.00 |
| Seating control module estimate | $300.00 |
| Electronic accessories estimate | $200.00 |
| NOTE: All minimum repair pricing is MSRP minus all applicable discounts. | |
| *Manual wheelchairs | Parts + labor or flat rate |
| *Scooters | Parts + labor or flat rate |
| *Power wheelchairs | Parts + labor or flat rate |
Repair Warranty
All repairs carry a six (6) month warranty on workmanship and parts. HomeFill pump repairs carry a one (1) year warranty on workmanship and parts with no hour limit on workmanship and parts.
Fee Schedules for Repairs
Incoming repairs not requiring an exact estimate will automatically be repaired and invoiced, unless an exact estimate is requested up front and it is coded as such on the RMA. If the repair exceeds the generic estimate amount quoted by a customer service representative, the customer will be contacted with the exact charge for the repair and no evaluation fees will applied unless the repair is denied. No Problem Found (NPF) units are also subject to an Evaluation fee of $60 (on all repairs) for bench time to diagnose the unit.
Repairs that are not approved or are found to be beyond repair, will be handled as follows:
1. Non-repaired item will be shipped back to the customer and the evaluation fee will apply.2. Non-repaired units scrapped by Invacare Service Repair will carry an environmental disposal fee.
| Invacare Service Repair Minimum Fee Schedule | |
| Evaluation fee (waived if repair is authorized) | $60.00 NET |
| Z1-RUSH repair (non-warranty repairs only) | $25.00 NET |
| Repair labor rate | $16.50 per 1/4 hour NET |
| Supplies (shop supplies apply to non-warranty repairs only) | $2.00 NET |
| Disposal fee | $60.00 NET |
| Minimum repair fee | $30.00 NET |
| HomeFill pump repair (includes pump service, new drive system, and coupler) | $500.00 NET |
| NOTE: The above pricing is straight NET- no additional discounts apply towards these fees. | |