World-Class Service and Support

MTS support team members provide Repair and Return/Replacement parts services

Repair and Return/Replacement
Customers may call our help desk to receive a Return Material Authorization Number (RMA) for return/repair/replacement parts services. Authorized customers must receive a RMA, and provide their contact/shipping information from our 24x7x365 Help Desk for each part to be returned/replaced. Upon receipt of RMA, MTS will ship a “like-for-like” replacement part that is fully warranted for one (1) year. Email confirmation is issued to the customer for each RMA upon assignment and each shipment is confirmed by email with mode of shipment and waybill information. Emergency shipments are Federal Express, UPS, DHL overnight airfreight, or counter-to-counter for pickup, dependent upon customer requirements, location and size/weight of the shipment. All shipments are prepared in anti-static packaging and properly marked with RMA for easy identification upon receipt by the customer.

Routine Replacements
MTS will provide unlimited Repair & Return/Replacement (R/R) services to support the systems identified in this proposal, consisting of all functions required to restore all failed Line Replaceable Unit (LRU) components and end items to serviceable operating condition. MTS will provide routine replacement of failed LRU’s utilizing our stock and our partner repair facilities. This support consists of the repair or replacement of electronic circuit packs, major subassemblies, modules, printed circuit boards and other repairable/replaceable items.

The MTS Operations Center is fully staffed during normal duty hours and maintains on-call standby coverage to handle emergency orders during all non-duty hours. All items shipped from the MTS Operations Center, or a partner facility, are shipped by traceable means. MTS is responsible for shipment of repaired/replacement items back to the site. Replacement items will operate the same as new items and MTS will return repaired/replacement items to the Customer within 20 days of receipt of the faulty part. (On average, MTS replaces non-emergency items back to the customer within five (5) calendar days).

Emergency Replacements
MTS will provide emergency replenishment services as requested/needed. Emergency replacement consists of like-for-like replacement for items shipped within 24 hours of a verbal replacement requests from the designated customer site representative. To meet our Customer’s high-priority, short lead time emergency requirements, and replacement is available 24x7x365. In response to any emergency repair/replacement request, an item is shipped via overnight delivery. The confirmation of shipment and receipt is coordinated with the MTS Depot Facility via electronic mail, fax, telephone message or written correspondence.  Emergency parts delivery will be planned for delivery within 24 hours business hours. An expedited shipping charge of $175.00 will apply to emergency replacement part processing.  Emergency parts delivery shall be within 24 hours.

Material Only Orders (MOO’s)
MTS Inc. Customer Support Services offers extended Material Only Orders to support your telephony needs.  These orders are intended to provide rapid replacement equipment, as well as, spare equipment needed to ensure reliable performance.  We offer a standard one year warranty on all equipment sold; including both Refurbished “Like New” items and “New” Condition items.

 

Our Customer Support Team strives to provide a wide range of telephony equipment and specializes in locating hard to find items at the lowest price possible.

Benefits of Purchasing Equipment using the MOO method:

• Quick Turn Around on Ordered Materials
• Competitive Pricing and Availability
• Ability to provide a wide range of products and product lines in both New and Refurbished Condition
• Warranty support with the ability to arrange a 24 hour advance replacement on failed equipment
• Easy payment options via Credit Card or by an Invoiced Purchase Order.
• Material Only Orders quotes are available quickly to the Customer
• Provide reliable equipment

MTS provides maintenance support plans that ensures the peace of mind that comes from integrated, state-of-the-art security and professional expertise.