FAQs about Service

FAQs about Service

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• How do I get an RA number?

  There are 3 ways to get an RA number:

  • Call our toll free number: 1.888.822.2461
  • Contact us by email: HomeCareServiceDepartment@ranacaregroup.com
  • Contact us by fax: 1.204.822.3852

  RANA responds to all email and fax inquiries within one working day

• What information does RANA need when I contact them for an RA number?

  • Your company name
  • Type of unit
  • Model number
  • Serial number
  • A description of the problem

• How do I send my equipment to RANA?

  Send the equipment to RANA by the courier of your choice.

  Write the RA number on the top of the box.

  Please note: Customers are resposnsible for frieght costs to RANA.

• What documents should accompany my equipment for service?

  None. Simply remember to write the RA number on the top of the box. However, if you forget, we link all units received for repair to their serial number recorded with the return authorization.

• How long does it take RANA to complete service on the equipment?

  We return your unit within two working days or less from the time we receive it. This includes the time needed for calibration and testing.

• What happens if the equipment I have sent for servicing is not longer covered by a warranty?

  We will determine the cause of the problem and fax you a copy of the repair quote.

• Does RANA contact me with a quote for repair?

  Yes, of the repair is not coverend under warranty. Otherwise, we will repair the unit and return it to you.

• How long does RANA warranty parts that are replaced when a unit is no longer covered by a manufacturer's warranty?

  RANA warrants replacement parts for one year.

• How does RANA return my equipment?

  RANA returns all equipment by Purolator Courier, unless the customer requests an alternate method or courier.

• Do I pay for the return frieght costs?

  The customer is responsible for return freight costs if the equipment is no longer covered by warranty.

  RANA pays for return freight costs if the equipment is still covered by a manufacturer's warranty.

• How do I know what service was performed?

  When RANA returns your repaired equipment, we also send a work order which includes the following:

  • Outcomes of diagnostic testing
  • Repairs performed
  • List of parts replaced

• What happens if the equipment is returned to me, but there are still problems?

  RANA receives fewer than 1% callbacks on equipment we have serviced. However, if there are additional problems we are committed to solving them.

  Contact: Josh Barkley, Home Care Service Team Leader

  Email: josh.barkley@ranacaregroup.com

  Phone: 1-888-822-2461

  Josh will determine if the equipment needs to be returned to RANA for further testing and service. If this happens, RANA will arrange and pay for shipping.

   

• Who do I contact at RANA if I have questions?

  Contact our Home Care Service Department directly. If we cannot answer your questions, we will contact the supplier for more information.

  Phone: 1-888-822-2461