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Repairs & Diagnostic Charges

This article explains how repair requests are handled, when diagnostic charges apply, and the steps team members should follow when customers request equipment repairs.

Repairs & Diagnostic Charges

This repair process helps ensure equipment issues are evaluated properly and that customers receive a clear estimate before any repair work is performed.

What This Means for Our Team Members

Some product issues may require inspection or repair by Whip Mix technicians.

Repair requests must go through the RMA process so the product can be evaluated before any work is performed.

Repairs are billed on time and materials, and customers must approve the repair estimate before work begins.

 

What To Do

If a customer requests a repair:

  1. Ask the customer to describe the issue with the equipment.
  2. Confirm the product information and purchase details if available.
  3. Request an RMA through Customer Service so the equipment can be returned for evaluation.
      4.   Inform the customer that the product will be inspected and a diagnostic report

            and repair estimate will be provided.

      5.   Once the estimate is approved, repair work may begin.

The product must be returned following the RMA instructions provided by Customer Service.

 

Important Things to Remember

Repairs are handled on a time and materials basis.

  • Diagnostic services are billed at $125 per hour.
  • Material and replacement part costs may apply.
  • A diagnostic report and repair quote will be provided after evaluation.
  • Written approval from the customer is required before repairs begin.
  • Payment must be received before repaired items are returned to the customer.
  • Depending on availability, loaner equipment may be provided while repairs are being completed.
  • Warranty coverage may apply if the issue is determined to be a defect in material or workmanship.

 

When to Escalate

Escalate the request if:

  • The repair request involves an older or discontinued product
  • Replacement parts may no longer be available
  • The customer disputes diagnostic or repair charges
  • The issue may involve a warranty concern
Reference

For the full legal policy, see Whip Mix Terms & Conditions of Sale (Effective December 1, 2025).

For a quick overview of all sales policies, see Terms & Conditions of Sale (Effective 12/1/25).