Swing Catalyst Support Center

Balance Plate Warranty and ESA

The Swing Catalyst Balance Plate comes with a 1 year Warranty that covers recalibration and repair of defects caused by normal use. To ensure your Balance Plate remains 100% functional and performs optimally for the rest of its lifetime we recommend that you sign up for an Extended Service Agreement (ESA) before your 1 year warranty expires.

 

ESA Pricing

Introduction

Terms

Request RMA for Recalibration or Repairs

Shipping

 

What does it cost and where do I sign up?

Please contact the distributor in your region for pricing and signing up.

https://www.swingcatalyst.com/contact-us

Please note there is an extra fee to sign up after your existing warranty or ESA has expired. See What Happens if I Don’t Sign Up or Renew?


Introduction

Why Do I Need an ESA?

The Balance Plate consists of 2048 highly accurate pressure sensors. Due to the nature of this technology the sensor readings may change slightly over time, depending on use. It may therefore be necessary to recalibrate the Balance Plate to restore the sensor accuracy.

As long as you have a valid ESA we will make sure your Balance Plate is 100% functional and performs optimally for the rest of its lifetime. This includes recalibration, repair of defects and replacement of worn out parts caused by normal use. We will even replace the entire Balance Plate if necessary.

How Does it Work?

If you need to send in the Balance Plate for repairs or recalibration you must first request a Return Merchandise Authorization (RMA). If the RMA is approved we will instruct you how to ship the Balance Plate to our service center for inspection. If the service is covered by the warranty and ESA terms, we will cover all expenses related to workmanship and materials. We will also replace your logo mat with a brand new one for free. Normally the Balance Plate is returned within 2 weeks.

Read more about shipping.

What Happens If I Don’t Sign Up or Renew?

If your warranty or ESA expire before you sign up for an ESA or renew the ESA there is an extra fee to sign up for / renew the ESA. Please contact the distributor in your region for pricing and signing up.

https://www.swingcatalyst.com/contact-us

If your plate is not covered by an ESA, please refer to Recalibration and Repairs Not Covered by an ESA. Repairs can be quite expensive, so having a valid ESA is a cost-effective and predictable way to ensure your Balance Plate is performing optimally for the rest of its lifetime.

 

Terms

Installation

Please refer to the Balance Plate Setup Guide.

Use & Care

  1. Store the plate in a safe, clean and dry environment away from direct sunlight. Direct sunlight and extreme temperatures may affect the data readings and possibly cause damage to the device.

  2. To ensure the accuracy and longevity of the sensor, do not place any heavy objects on the Balance Plate for an extended period of time.

  3. Always keep the Balance Plate clean and free of debris and dirt. You may clean the Balance Plate with a soft brush and a non-acidic, non-corrosive cleaner such as Windex.

  4. We recommend to wash the logo mat in a washing machine every two weeks. This will extend the lifetime of your mats.

Keep the Packaging

Please keep the original packaging for the Balance Plate. In the event of re-calibration, service and repair you will need the original packaging to safely return the Balance Plate to our service center.

Warranty

Initial Force AS warrants that the equipment will be free of any defect in materials or workmanship for the period of one (1) year. Warranty begins from the date of purchase. The warranty is extended to customers and applies to all Balance Plates purchased, installed, and used for the purpose as originally designed. The above warranties cover only defects arising under normal use and do not include malfunctions or failures resulting from misuse, abuse, neglect, alteration, problems with electrical power, usage not in accordance with product instructions, acts of nature, or improper installation or repairs made by anyone other than Initial Force AS or an Initial Force AS authorized third-party service provider. Initial Force AS reserves the right to substitute functionally equivalent new or serviceable used parts.

Support

If you have any problems or questions on how to get started, we will do our best to help get you started.

  1. Find help in our Help Center
  2. Contact the distributor in your region

 

Request an RMA for Recalibration or Repairs

Before you ship the Balance Plate to our service center you must obtain a Return Material Authorization (RMA) number. 

Balance Plate is covered by an ESA

  • Request an RMA number
  • If the RMA is approved we will explain how to proceed
  • We will normally return your Balance Plate within 2 weeks 

Balance Plate is not covered by an ESA

If your ESA has expired or the problem is not covered by the ESA terms, we will offer recalibration and repair services. Please note that we cannot estimate the costs of a repair or recalibration before we have inspected the Balance Plate at our service center and the customer covers the cost of shipping both ways.

  • Request an RMA number
  • If the RMA is approved we will explain how to proceed
  • When our service center receives the Balance Plate they will investigate the problem and provide an estimated cost for workmanship, parts and return shipping
  • If you do not accept this cost you will still need to pay for the inspection and cover the shipping costs


Shipping

Before shipping the Balance Plate to our service center you must obtain a Return Material Authorization (RMA) number.

You are responsible for the Balance Plate's condition when it arrives at our service center.

We therefore recommend to reuse the original packaging when shipping the Balance Plate to our service center. If you do not have the original packaging we recommend that you use a solid box, add lots of padding and mark the box with "Fragile" on all sides. Take photos of the Balance Plate and the packaging in case the plate is damaged or lost during shipping. You are responsible for the shipping insurance and any local taxes.

Example of Balance Plate packaging:

The plate is suspended in hard foam inside the cardboard box, and styrofoam is also put on top to protect the plate. If you are to ship without the original box, please try to ship in cardboard with similar protection.

 

Please note that if you live in a country outside the US you will need to familiarize yourself with the procedures and documentation requirements for service and repair shipments in your own country (requirements varies from country to country). It is your responsibility to ensure the shipment meets all local requirements.

Instructions

  • Request an RMA number
  • Print the RMA approval and include it with the shipment
  • Write the RMA number on the outside of the package
  • Use sufficient padding and protection, reuse original packaging if possible
  • When shipping abroad, contact your local customs authority about the procedures. Use our proforma invoice invoice template when appropriate and make sure to declare the reason for export as “service and repairs”.
  • Insurance is your responsibility
  • Make sure you get a tracking number for the package and provide us with the tracking number
  • If you have any questions, please contact us first to avoid costly mistakes

Proforma Invoice Template

When shipping from outside the US you need to include a proforma invoice to declare the goods as being temporarily exported to another country to avoid toll fees in customs. We provide a template for your convenience, but we recommend that you contact your local customs authority and familiarize yourself with the procedures and documentation requirements.

Typically, at least 3 signed copies should be included.

Shipping Cost Examples

These prices are only intended for example purposes. Actual pricing will vary depending on your location, shipping courier and shipping method. Examples include shipping costs both ways.

Service Center

USA

UK, Europe

Thailand, Asia

Australia

North America

USD 76

EUR 306

USD 550

USD 710

   FedEx Ground

UPS Expedited

UPS Expedited

UPS Expedited

Balance Plate weight: 28.7 lbs / 13 kg
Balance Plate dimensions: 41.3 x 22.8 x 3.5 inches / 105 x 58 x 9 cm


Service Centers

North America

SensorEdge / Swing Catalyst Service Center

140 Littleton Rd., Suite 220, Parsippany, NJ 07054

USA

 

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