Client Care Center
Just A Call Away
Our commitment at General Dynamics Itronix is to provide you, our client, with both the products and support services necessary for success in your enterprise. The GD-Itronix Client Care Center strives to consistently provide world-class service and continues to make improvements thanks to the valuable input and ideas from our customer base. To provide the wide range of services we offer, we've deployed a substantial worldwide customer support organization.
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Returning General Dynamics Itronix products for return or repair involves three steps:
- Obtaining a return authorization
- Packaging the product
- Shipping the product
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Step 1: Obtaining a return authorization
Contact our Client Care Center (CCC) number 800-638-9270, Opt 2 for technical service support 5am to 5pm Pacific, Monday through Friday (excluding holidays) for:
- Troubleshooting hardware and RMA creation
- Status updates on orders or service repair
- Shipping information or prepaid labels
- Delivery confirmation
*** Please have your equipment serial number available ***
Alternatively, you may e-mail us at ccc@gd-itronix.com or enter your service request at https://ebusiness.itronix.com/servenet_us/. icareServeNet, GD-Itronix’ web portal, provides 7x24 access to create RMA’s, check the status of Service Requests, or to search the knowledgebase. This service does require registration for user-id and password, which the CCC can set up when you call.
NOTE: For support and queries in Europe, Middle East and Africa, please Click Here or call +44 (0)24 7671 4800
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Step 2: Packaging the Product
It’s important that your rugged computer equipment be packaged to avoid damage in shipping. Such damage may not be covered and repairs may be delayed. WHERE GD-ITRONIX PACKAGING IS AVAILABLE
If you still have the original packaging material, or you have received a hot swap replacement under our Diamond Service program, use this material to package the computer equipment you are returning for service.
ALTERNATE PACKAGING
If you do not have the original packaging material or box, please pack equipment as follows:
- Completely wrap computer equipment in two layers of 'bubble-wrap' or ½ inch thick foam. (Suitable packing material can be purchased at your local shipping, or office supply store).
- Place the wrapped equipment in a suitable shipping box, using foam or newspaper to center the equipment in the box and prevent both horizontal and vertical movement during shipping.
- Ensure the RMA number is written legibly on the outside of the shipping container.
DO NOT USE FOAM PEANUTS. This material is not anti-static and could damage the electronic components, thereby voiding the warranty.
NOTE: GD-ITRONIX ASSUMES NO LIABILITY FOR LOSS OR DAMAGE IN TRANSIT
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Step 3: Shipping the Product (US only)
- To ship product or hardware in for service, ship to:
GENERAL DYNAMICS SERVICE CENTER
ATTN: RMA # (______________)
250 S. Milpitas Blvd
Milpitas, CA 95035 NOTE: RMA number is assigned when you contact us in first section above
- To call the GD-Itronix preferred carrier for pickup:
Call FedEx at 1-800-463-3339  Do not add insurance
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