All orders should be forwarded to: Direct Turbine Controls. Attn: Service Department 88 Portland Ave, Suite J Bergenfield, NJ 07621
Standard turnaround time at Direct Turbine’s facility is 3-5 business days from receipt of your item.
For rush service, please indicate Emergency Service on the box & paperwork when you ship the boards to us. Your boards will be repaired and shipped the same, or next, business day.
For even quicker service, please view Direct Turbine’s Advance Exchange service option.
Standard terms for new customers are credit card payments using MasterCard, VISA, or American Express, unless credit terms are approved prior to your order.
Normal credit terms are Net 30 and require a completed and approved Direct Turbine credit application. Your credit application can be processed much faster if you provide names of vendors who will give credit references over the phone.
Direct Turbine will normally ship your order back to you by UPS / FedEx and the same service level in which it was received. You will be charged the actual shipping charges for the type of service you select. Direct Turbine will also honor requests for expedited return shipping and add any charges for this service to your invoice. Direct Turbine uses UPS for all domestic shipping and DHL for international unless you request another carrier when your order is placed.
All orders are subject to a handling charge and necessary insurance charges, which are included in the shipping cost on your invoice. Circuit boards are costly to replace and all orders from Direct Turbine will be insured for replacement value. Direct Turbine suggests that you also insure all orders on their way to our facility.
Direct Turbine charges a flat rate for repairs on each individual circuit board. The charge covers any parts and labor required to repair the board.
The repair price is usually around 35% of the cost of purchasing a new board. Up-to-date pricing information is always available upon request If you have questions concerning repair pricing, please contact us before sending the board for repair. Boards that are missing components or have cosmetic damage upon receipt at Direct Turbine may incur additional charges, above the flat rate, to replace these components.
You may contact the Direct Turbine Technical Hotline at 877-382-8721 between the hours of 9:00am and 5:00pm EST Monday through Friday. The Direct Turbine technical supervisor for the OEM you need assistance on can help you pinpoint the specific board in your system that may be causing your problem(s).
Please note: Technical assistance is provided as a courtesy to our customers, and does not replace the need for your own qualified technician to diagnose the machine. Direct Turbine is not responsible for boards ordered that do not resolve all of the problems.
Direct Turbine will normally repair, and return to you, the same circuit board(s) that you send to us for repair. In some cases, your board may be exchanged with an identical one from our inventory in order to expedite the repair process.
If your board is unrepairable, you may also have the option to replace that board by purchasing one from of our inventory of surplus boards (additional charges will apply).
Direct Turbine’s Advance Exchange program can provide you with a replacement circuit board by the next morning. For boards not available through our exchange program, emergency rush repair service is also available.
Call your Direct Turbine Customer Service Representative for more details on these programs.
Direct Turbine offers a warranty on each repaired board for one full year from the date of repair. Each board is labeled with a serial number and barcode indicating the date of repair. Please do not remove this sticker from the board, as this will void the warranty. All boards must be sent back to Direct Turbine for any necessary warranty repairs.
Each repaired board is placed in an anti-static bag and wrapped in cushioning bubble-wrap material, then placed in an individual anti-static certified storage box. A label describing the board is attached to the outside of the box. These boxes make for easy transport between parts room and the field, and help to prevent damage to the board. It also makes for a very professional appearance to your customers and allows for easy handling and storage within your parts room. On multiple-board orders, these individual boxes are shipped inside one or more master cartons containing all boards from that order.
Direct Turbine makes every effort to repair all boards that are sent to us. Occasionally, we receive a board that cannot be repaired. Any unrepairable boards can be returned to you, or disposed of by Direct Turbine. There is no charge for the repair work if the board is determined to be unrepairable. If you choose to have an unrepairable board returned to you, you will only be charged for the shipping & handling costs.
The following are common reasons for a board to be unrepairable:
– board is warped, cracked or burnt beyond repair
– board is damaged by liquid spill or moisture
– parts are not produced or available to repair the board
– highly unreliable for system use