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The information on this page will give you all the information you need to contact us, send your component in for repair, complete a decontamination form and check the status of your repair real time through our new e-RMA Self Service page.
PRODUCT REPAIR PROCESS:
NON WARRANTY REPAIR
A Brooks Automation repair Specialist will analyze your product and determine the level of repair required. They also will make recommendations for upgrades or suggest preventative maintenance to ensure your product meets our current product performance specifications.
You will then receive an estimate to repair, which will include our analysis, list of parts, and services, recommendations, and associated costs to ensure your product meets our quality standards and specifications.
WARRANTY REPAIR
Before you can return your warranty product for repair service, you must first contact our Technical Support (TS) department to diagnose the problem. You may contact Technical Support online or by calling our TS Center at 1 800-FOR-GUTS (800-367-4887).
Brooks Automation Technical Support Representatives (TSR) will resolve your problem in the shortest period of time, however, you may be required to provide reasonable assistance to our TSR in reaching an end result.
Your product must be installed in order for our TS representative to troubleshoot your product with you. If our TSR determines your product requires repair service, authorization and instructions will be provided for the return of the product to one of our Global Repair facilities. Brooks Automation will then diagnose and service your product at no charge for the warranty period of your product.
SENDING YOUR UNIT IN FOR REPAIR
All material returned for repair services must be returned in accordance with our Decontamination Policy before your product will be received. If your product is returned without the properly completed form it will be refused by our receiving department and returned to you.
Required Information
Please be prepared to provide the following information when requesting a Return Material Authorization (RMA) number:
- Contact info
- Product info
- Nature of problem
- Decontamination Data Sheet
After you complete the form a notification will be sent to you informing you that the information has been submitted and that you will receive a Return Materials Authorization (RMA) number within 24 hours. Once you have received your RMA number and shipping instructions you may return your product under the following conditions:
- The decontamination form for your product has been completed, signed, and faxed to your local repair facility.
- A copy of the decontamination form must also be returned with the product.
- Please ensure the container is properly labeled with the RMA number on the outside of the box, and can be identified by the RMA issued for this return.
- A standard evaluation fee may apply to those items returned for repair analysis only
STATUS YOUR REPAIR
You can get a real time status of your repair through our e-RMA Self Service Web Site 24 x 7.
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REPAIR STATUS
e-RMA
Self Service Web Site 24 x 7
CONTACT US:
Voice: 800-367-4887
1 800-FOR-GUTS
Fax: 978-262-7604
Hours: 8:00 AM - 6:00 PM EST
After hours: Leave voice mail; call returned next business day.
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