Reddwerks’ support team is available 24 hours a day, 7 days a week, 365 days a year. We take pride in the systems and processes we have built, and the dedicated team we have assembled to ensure that each of our customers receive the quickest response and resolution possible. To further guarantee customer satisfaction, we have a clearly defined escalation process that ranges from involving our developers to contacting our executive staff and CEO directly.
To ensure our support is providing the best solutions for our customers, we:
Track and make viewable all calls made by customers
Provide root cause analysis for every issue
Track and report tickets, escalations, and downtime monthly
Develop and implement software that can automatically notify support of suspect events
Offer round the clock support staffed by our dedicated support team
Provide a quick escalation path to back up our support team with project management and development teams, if needed
Schedule Maintenance Requests
When completing customer approved maintenance requests, we follow an internal change-control system to ensure a seamless, stable transition with the least amount of interruptions possible.
We follow any customer-defined, change-control processes, such as documentation and training. In addition, we handle all notifications to specific IT contacts, managers, and floor supervisors.
Skilled Support Staff
Our staff is proficient in most operating systems and a variety of database platforms. We can provide customer-specific scripts for tasks such as optimization, notifications, and disaster recovery. Dedicated and persistent, our support team backs you up with exceptional skill and knowledge, such as:
Strong development background
Experience with network and server administration
Experience supporting high-availability systems and applications
By keeping your existing system running, you don’t have to purchase costly new equipment. The Reddwerks Repair Service Center can help keep your current hardware running at top levels by providing the best service in the industry.
Our Repair Service Center offers the following services:
Inclusive Device Repair — We are the only pick-to-light manufacturer in the United States who repairs and tests third-party devices.
Newly Manufactured Devices — We can replace RTS/FKI, Kingway/CAPs, and many other brands of pick-to-light devices.
Strong Warranties — We provide a six-month warranty on refurbished or repaired devices and a one-year warranty on newly manufactured devices.
Rapid Turnaround — Upon device receipt, we return repaired pick-to-light devices within five business days. Scanners and accessories are returned in no more than two weeks.
Thorough Quality Assurance — Each item is fully cleaned and tested before leaving the Repair Service Center.
Affordable Service and the Best Value — Special pricing is provided for yearly and multi-site contracts. We also offer options for one-time repairs and flat-rate monthly contracts.
Future Proofing — Reddwerks experts will evaluate your system and review possible upgrade paths for the next two years.
Reddwerks Service Center experience and offerings include:
Scanner Repairs: Symbol, Datalogic, Intermec, and many others
Pick-to-Light Modules: We offer Reddwerks, RTS/FKI, and Kingway modules and accessories
Scanner Repairs: We repair Symbol, Datalogic, Intermec, and many others
Scanner Accessories: We can provide cables and base stations
Label Printers: We offer printers and accessories
When completing maintenance requests, we follow an internal, change-control system to ensure a seamless, stable transition with the least amount of interruptions possible. We follow any and all customer-defined, change-control processes, such as notifying specific IT contacts, managers, and floor supervisors.
Complete the information on the online form to request a Return Material Authorization (RMA) number. Print two copies of the form: one for your records and one to include with your hardware.
When Reddwerks receives this information, a Repair Service Center representative will contact you with an RMA number, or to resolve any questions.
Unless you specify dates, Reddwerks Repair Service Center will repair your devices, bill you, and ship your hardware within five business days for pick-to-light devices and two to three weeks for all other devices. If you require special billing or shipping arrangements, please use the special instructions box to indicate your needs. If you request phone authorization, your availability will affect your turnaround time.
Reddwerks will not ship your hardware without a purchase order (PO) or a credit card number.
For POs, please do one of the following:
Include a copy with your shipment
Fax a copy to Reddwerks at (512) 257-0355
Send a copy via email to email@example.com
Sending Devices for Repair
Create a label from the RMA kit by checking the appropriate box. Place the label on the broken or malfunctioning device. When you have the RMA number, write it on both copies of the Repair Order Form. Put one copy in the box with the devices. Maintain the second copy for your records. Write the RMA number on two of the outer sides on the box.
Ship the package to:
1122 S Capital of Texas Hwy, Suite 150
Austin, TX 78746
If you need a free RMA kit, contact the Repair Service Center to request one.
The Reddwerks Service Center is dedicated to keeping your current hardware running at peak performance and providing you with the best service in the industry.
We have over 20 years of experience integrating barcode scanners, printers, controls, print-and-apply, weigh-in motion, and servers. Please contact us if your needs exceed the list below, as we offer most hardware needs in our industry. If you are looking to upgrade or replace any existing hardware, let Reddwerks be your choice.
Print & Apply / Weigh in Motion
Servers / Thin Clients