Understanding The Equipment Repair Process
Guidelines to help determine which DFE products are repairable and covered under warranty.
From time to time DFE equipment may require refurbishment or repair. If a product should fail due to a manufacturing defect during the first 5 years of ownership, it will be eligible for repair under warranty coverage. If the equipment should fail due to abuse, misuse, accident or neglect, it will still be eligible for repair but at the customer’s expense.
Refurbishment services are also available for products subject to roller surface and bearing wear such as the Tension Roll® and Narrow Web transducer.
Initiating the repair/refurbishment process for DFE equipment involves three steps:
1. Qualify repair eligibility
2. Request an MRA
3. Ship the equipment to DFE
To qualify equipment for repair eligibility, contact the DFE repair department and provide them with your serial number and model number. You may also consult the chart below if you already know your model number and manufacturing date.
If the product is eligible for repair, an MRA will be issued. Follow the instructions on the MRA to ship the equipment back to DFE. It’s important that the equipment be packed well to prevent equipment from being physically damaged during transit.
Once DFE has received the equipment it will be evaluated to determine the failure mode. After evaluation, a repair disposition will be provided that describes the status of the equipment and associated repair cost, if applicable.
If the equipment is covered under warranty, it will be repaired and shipped back to the customer at DFE’s expense. If equipment is not covered under warranty, an evaluation fee of $150 will be assessed for each product received. The evaluation fee will be waived if the customer elects to repair the equipment, or purchase a replacement unit.
The following list of products are currently eligible for repair –
| LOAD CELLS & IDLER ROLLS | MANUFACTURE DATE | EXCEPTIONS |
| Model C0 | March 13, 2001 or later | |
| Model C1 | March 13, 2001 or later | |
| Model C2 | March 13, 2001 or later | Custom-engineered couplings |
| Model F – Vertical Force | October 1, 2014 or later | |
| Model F – Horizontal Force | October 1, 2010 or later | |
| Model LT | November 26, 1996 or later | |
| Model NW0 | September 7, 2010 or later | |
| Model NW1 | September 7, 2010 or later | |
| Model NW2 | January 1, 2011 or later | |
| Model RFA | March 29, 2001 or later | |
| Model STR1 | September 7, 2010 or later | |
| Model STR2 | January 1, 2011 or later | |
| Model TR0 / TR1 | September 7, 2010 or later | |
| Model TR2 | January 1, 2011 or later | |
| Model TW | August 1, 2023 or later | |
| Model VNW | April 3, 2002 or later | |
| Model IR – Idler Roll | September 7, 2010 or later | |
| TENSION & TORQUE CONTROLLERS | MANUFACTURE DATE | EXCEPTIONS |
| SW5 – SteadyWeb 5 | June 10, 2011 or later | NET option not repairable |
| SW6 – SteadyWeb 6 | November 7, 2018 or later | |
| EW – EasyWeb | November 21, 2013 or later | |
| TENSION AMPLIFIERS | MANUFACTURE DATE | EXCEPTIONS |
| TA1 | August 4, 2020 or later | |
| TA500-EIP | February 16, 2021 or later | |
| TA500-ECAT | February 1, 2024 or later | |
| TI17C | January 1, 2018 or later | |
| TI18C | January 1, 2018 or later | |
| TI22C – iAmp2 | November 6, 2008 or later | |
| TENSION INDICATORS | MANUFACTURE DATE | EXCEPTIONS |
| 1100TV – TrueView 1100 | October 15, 2020 or later | |
| TI23 – TrueView | January 1, 2018 or later | |
| TI24 – TrueView | January 1, 2018 or later | |
| TI25 – EasyView | January 1, 2018 or later | |
| TI31 – TriView | October 27, 2016 or later |
To schedule a repair evaluation for an eligible product, please contact the Equipment Repairs Dept to request an MRA –
E-mail: [email protected]
Phone: 603.332.6150 – Press 280