It’s important to have your equipment up and running, and we want to minimize your downtime. We have an RMA process for Genfare repairs, warranty repairs, and returns. You should follow the processes outlined below to ensure the request is processed accurately and efficiently.
How to submit a Genfare repairs request
Submitting an RMA request for your Genfare parts is simple. Follow these steps:
- Download and complete the repairs Excel template. Be sure to save the file.
- Complete the brief repair intake form and upload the completed repairs Excel template to initiate the repair authorization. Once you’ve completed the form, you’ll immediately receive an RMA number via email.
- Ship your parts using the RMA number provided by email in response to the form.
For Warranty requests, please be prepared to provide serial numbers for all applicable materials. We have a Serial Number Lookup Tool to help you identify where part serial numbers are located on common parts.
For all non-warranty repairs, we will need a customer authorization on file. This authorization can be provided in two formats:
- PDF copy of a Purchase Order, OR
- A signed copy of the RMA document
The pricing for materials eligible for a Flat Rate repair will be provided in advance. Please note that an evaluation fee will be assessed for all items billed as Time & Material (T&M) repairs. This evaluation fee will be deducted from the final repair amount when the repair is completed. We require all Flat Rate repairs and T&M Evaluation fees to be authorized in advance. If Genfare doesn’t have the proper documentation on file prior to receiving the shipment, the shipment may be rejected by our receiving department.
How to prepare shipment for repairs
Please include the following materials in your shipment to Genfare to ensure a quick and accurate repair:
- Printed copy of the RMA request
- Printed copy of your Purchase Order or signed RMA paperwork
- Please write the RMA/Warranty/Return Order Number clearly and prominently on the outside of the box, as suggested below
Please use the following ship to addresses:
Standard repairs
Genfare
Attn: Repairs
[RMA #]
800 Arthur Avenue
Elk Grove Village, IL 60007
Warranty repairs
Genfare
Attn: Warranty
[Warranty RMA #]
800 Arthur Avenue
Elk Grove Village, IL 60007
Returns
Genfare
Attn: Returns
[Return Order #]
800 Arthur Avenue
Elk Grove Village, IL 60007
When the shipment is received, it will be checked for accuracy against the repair order. If additional clarification is needed, we’ll contact you.
How to update Purchase Orders
Occasionally, once a T&M repair order has been evaluated, we may need you to provide an updated Purchase Order (PO) or signed copy of the updated RMA document. If an updated authorization is required, a Genfare representative will contact you to provide updated pricing.
Please return an updated PO or a signed copy of the updated RMA as quickly as possible to complete your repair efficiently. If we are unable to receive an updated authorization for an extended period of time, the unrepaired item may be returned.
The Genfare Aftermarket team is here to help! If you have questions, call us directly at 847-871-1231 or contact us online.
Frequently asked questions: Genfare repairs
Can I expedite a repair?
You can expedite your repair order for an additional fee of 25% of the final repair cost, with a minimum fee of $40. Expedited requests are prioritized in the order that they are received.
How do I check the status of a repair?
You will receive automated notifications throughout the repair process. With these notifications, you’re always aware of where your equipment is and when it’s shipped back. If you need a status update outside of these notifications, contact your Customer Care partner.
How will my repaired part be returned?
All outgoing shipments from Genfare are shipped via FedEx, unless otherwise requested and authorized.