All AML manufactured products are backed by lifetime, toll-free technical support.
For technical assistance, customers should contact the AML Technical Support Team at:
AML Technical Support Tel: 877-842-3990
Fax: 817-685-6232
E-mail:
Technical Support Hours (M-F) 8:00 am - 5:00 pm CST
Guaranteed Turnaround on Repairs = Peace of Mind
For those customers who want the peace of mind that comes with guaranteed turnaround on warranty
repairs, AML also offers Extended Warranty agreements for AML manufactured products, as well as
Maintenance Agreements for selected AML products no longer under warranty.
An Extended Warranty Plus may be purchased for eligible
products, as denoted on the product warranty chart below. An Extended Warranty Plus REPLACES the
standard limited warranty, and provides for the following additional benefits.
Additional warranty term, depending on the product (see chart below).
Covers the failure of internal components as a result of normal wear and tear.
Covers failure of external components regardless of fault. Generally this includes the case, LCD displays, keypads, overlays, lenses, and exposed connectors. Note :
This does not include the replacement of internal components as a
result of abuse or excessive wear and tear. Printed circuit boards, scan engines, and other electronic
assemblies are not covered if they are physically damaged.
Covers firmware upgrades
Four (4) business-day turnaround, excluding time in transit, when RMA number is properly marked on the outside of the box.
Standard return freight (UPS ground) included.
The Extended Warranty Plus may be purchased anytime during the term of the standard limited warranty.
The Extended Warranty Plus is not an extension of the standard warranty, but instead replaces it. The
start date of the Extended Warranty is the start date of the original warranty. Note that the Extended Warranty Plus does not cover products that have been subjected to improper installation, or that have
been modified or used for purposes other than what they were intended.
An Extended Warranty may be purchased for eligible products, as denoted on the product warranty chart below. An Extended Warranty REPLACES the standard limited warranty, and provides for the following additional benefits.
Additional warranty term, depending on the product (see chart below).
Covers failures as a result of normal wear and tear (not abuse).
Covers firmware upgrades.
Four (4) business-day turnaround, excluding time in transit, when RMA number is properly marked on the outside of the box.
Standard return freight (UPS ground) included.
The Extended Warranty may be purchased anytime during the term of the standard limited warranty. The
Extended Warranty is not an extension of the standard warranty, but instead replaces it. The start date
of the Extended Warranty is the start date of the original warranty. Note that the Extended Warranty
does not cover products that have been subjected to misuse, neglect, improper installation, or that have
been modified or used for purposes other than what they were intended.
A Maintenance Agreement may be purchased for products whose warranty has expired, and that are eligible as denoted on the product warranty chart below. An AML Maintenance Agreement provides for the following:
AML will repair any and all product defects as long as the unit is repairable, and, in the opinion of AML, has not been subjected to abuse or negligence. The Maintenance Agreement does not cover product replacement.
Preventative maintenance/service performed once annually at customer’s discretion.
Four (4) business-day turnaround, excluding time in transit, when RMA number is properly marked on the outside of the box.
Standard return freight (UPS ground) included.
Prior to the expiration of the initial term, a Maintenance Agreement may be renewed annually.
Maintenance Agreements may be purchased anytime after the expiration of the standard limited warranty. However, before the activation of a maintenance agreement, the product must be returned and inspected to ensure the product is in good working order and free from defects. This process is subject to a $35 inspection fee as well as flat-rate repair charges incurred to repair the unit, if required. The customer will be contacted after the inspection and prior to performing any repair activities.
The CARE Plan
(Critical Advanced Response Exchange) provides additional security to those customers with mission critical requirements that need next-business-day response to their service needs. It includes all the coverage of an Extended Warranty Plus, in addition to providing for a replacement unit shipped overnight upon request.
The CARE Plan for AML Decoders works as follows:
When a spare device is required, the user can log onto the AML website and select SUPPORT, then select Request CARE. Complete the on-line form and select Submit.
Requests may also be phoned in by calling 1-877-842-3990.
AML will ship the spare unit to the designated location, via overnight service.
The user should return the defective unit to AML by using the packaging materials the replacement unit was shipped in, along with the UPS return label supplied.
Important Notes and Restrictions (Decoder CARE PLAN):
1. CARE plan is available for North American end users only.
2. Requests for CARE plan exchanges must be received by 4:00 p.m. central time.
3. CARE Plan covers overnight freight charges to deliver spare to designated site, and surface freight charges to return defective unit to AML.
4. AML is not responsible for performance of freight carrier. Overnight shipments to Canada or Mexico will likely not arrive next-business-day.
AML products, out of warranty and not covered by a Maintenance Contract, and returned for repair will be
charged the flat rate repair fee in affect at that time. At AML's discretion, units deemed "no problem found" or requiring only minor cosmetic repairs, may be billed at a reduced minimum repair charge. Units
charged the minimum repair fee that are returned within 30 days, should be returned with all related
components (including, but not limited to, cables, power supplies, etc). If AML determines a repair is
then necessary, the minimum repair fee will be applied to the repair charge.
To return a product for out-of-warranty repairs, call our Repair Department at 877-842-3990 during business hours (8:00 AM - 5:00 PM Central) to obtain a Returned Materials Authorization number (RMA) or Request RMA Number. Return the product, shipping prepaid, with the RMA number marked on the top of the box, to:
American Microsystems, LTD,
2190 Regal Parkway
Euless, TX 76040.
Attn: RMA Department
Failure to obtain an RMA number may result in a processing fee. AML will repair the product and return it
via ground service within the continental United States. Shipping upgrades are to be paid by the customer.
