FAQ
Questions
We accept ACH and Credit Card payments.
Visit our website and click on “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.
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.
With TotalCare, you can begin coverage today and have any device currently damaged serviced under time and material.
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.
Shipping costs are the responsibility of the customer.
Under TotalCare, priority phone support for the handheld is included.
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.
Yes, TotalCare includes accidental damage- limited by abuse.
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.
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.
The initial repair/ sales 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.
USS would be happy to recycle your unused equipment and offer a credit on your account if applicable.