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 –

Model C0March 13, 2001 or later 
Model C1March 13, 2001 or later 
Model C2March 13, 2001 or laterCustom-engineered couplings
Model F – Vertical ForceOctober 1, 2014 or later 
Model F – Horizontal ForceOctober 1, 2010 or later 
Model LTNovember 26, 1996 or later 
Model NW0September 7, 2010 or later 
Model NW1September 7, 2010 or later 
Model NW2January 1, 2011 or later 
Model RFAMarch 29, 2001 or later 
Model STR1September 7, 2010 or later 
Model STR2January 1, 2011 or later 
Model TR0September 7, 2010 or later 
Model TR2January 1, 2011 or later 
Model TWAugust 1, 2023 or later 
Model VNWApril 3, 2002 or later 
Model IR – Idler RollSeptember 7, 2010 or later 
SW5 – SteadyWeb 5June 10, 2011 or laterNET option not repairable
SW6 – SteadyWeb 6November 7, 2018 or later 
TA1August 4, 2020 or later 
TA500-EIPFebruary 16, 2021 or later 
TA500-ECATFebruary 1, 2024 or later 
TI17CJanuary 1, 2018 or later 
TI18CJanuary 1, 2018 or later 
TI22C – iAmp2November 6, 2008 or later 
1100TV – TruView 1100October 15, 2020 or later 
TI23 – TrueViewJanuary 1, 2018 or later 
TI24 – TrueViewJanuary 1, 2018 or later 
TI25 – EasyViewJanuary 1, 2018 or later 
TI31 -TriViewOctober 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