What are accepted forms of payment?

We accept payment by ACH and all major credit cards.

How do I process my equipment for repair?

Visit our Repairs page to start a repair. The submission of this form initiates the repair process. You will receive your RMA confirmation in a follow up email with instructions on how and where to ship your service request. There is no need to contact USS once you have received your RMA confirmation email. If an order is sent in without an RMA, it risks being returned un-repaired to the return address provided.

Can we pay per incident rather than put our device under TotalCare?

The TotalCare agreement guarantees the cost to maintain the utility’s equipment for the term of the contract, it also guarantees 6 day turn-around, access to supplies, and technical support of the handheld software. Outside of TotalCare, a repair can cost on average 2.5x more than the cost of TotalCare maintenance for that same unit. We also do not guarantee turnaround on non-contract repairs. For Time and Material accounts, the delivery of batteries, antennas, etc will be 3-4 weeks. We recommend TotalCare for the support of the utility’s equipment, but we will provide support under either service model.

Our Itron Maintenance coverage ended 12/31/21 resulting in our Utility being without support since the beginning of the year. How does this lapse of coverage impact my ability to obtain warranty coverage through TotalCare.

With TotalCare, you can begin coverage today and have any device currently damaged serviced under Time and Material.

What is the expected turnaround time on repairs

TotalCare repairs are guaranteed in 6 business days. Repair turnaround is not guaranteed for Time & Material repairs but on average experience a 2-3 week lead time.

Who is responsible for shipping costs?

Shipping costs are the responsibility of the customer.

Does USS offer technical support?

Under TotalCare, priority phone support for the handheld is included.

Do you require an annual preventative maintenance check with TotalCare?

No, it is unnecessary to send metering hardware in for an evaluation when the device is functional. The only PM measure we recommend is to replace the main battery every two years. Any hardware fault that occurs when that recommendation is met indicates the handheld needs to be sent in for service.

Is accidental damage included in TotalCare?

Yes, TotalCare coverage includes accidental damage; limited by abuse.

Are accessories included with TotalCare?

No, supplies and accessories (hand straps, batteries, stylus, clips, antennas, etc.) are not included in the TotalCare repair event. USS does however guarantee access for TotalCare customers needing to purchase new supplies. Please visit our online store (UtilitySupport.com/shop) to purchase any supplies or accessories you need.

Does USS offer loaner equipment during repairs?

Loaner equipment is not necessary as TotalCare offers expedited 6 day turnaround. USS recommends that our customers purchase spare inventory if the Time & Material 2 week turnaround is not adequate for their requirements.

Does USS provide terms?

The initial repair or service event is required to be prepaid. Following this prepayment the customer will be granted Net30 terms. Invoices paid after Net30 days are subjected to a 1.5% per month late fee and run the risk of terms being revoked.

Does USS recycle used equipment?

USS would be happy to recycle your unused equipment and offer USS Credit on your account if applicable.