Support
CUSTOMER SERVICE AND FACTORY ORDER DESK
SteppIR is a small company, but we want to provide you with the best in Customer Service. For placing an order, checking order status, shipping or billing questions, or any problem at all with our company….our Customer Service and Factory Order Desk can be reached at:
1-425-453-1910
For Customer Service and the Order Desk, the email address is: sales@steppir.com
TECHNICAL SUPPORT HOTLINE
If you need advice, clarification, additional information, or experience any problem whatsoever with our products, our Technical Support Hotline can be reached at
1-425-891-6134
For Technical Support, the email address is: support@steppir.com
Before you call technical support, we highly recommend you check out our troubleshooting tips on the website. You can click on the icon below to get to the troubleshooting tips page:
Our Technical Support Hotline accepts messages 24/7… please leave your name, callsign, and phone number and we’ll call you back as soon as we can. We try to return all calls by the next business day whenever possible….most are returned the same day. Our live support hours are Monday thru Friday:
12 pm to 7 pm Eastern 11 am to 6 pm Central 10 am to 5 pm Mountain 9 am to 4 pm Pacific
RETURNING PRODUCTS FOR REPAIR
In the event of a failure of a SteppIR product that cannot be remedied by technical support, there are several options that can be taken to facilitate repair. Our goal is to provide fast and fair support to our customers, so you can focus on far more important things, like working RARE DX! All of the options below are tailored to get you up and running again as soon as possible.
Warranty repair of an existing EHU (Item #04125)
This option is for SteppIR owners that have an EHU within the 2 year warranty period that as been diagnosed to be not working. Under this option, it is a simple process – the customer fills out our online return for repair form and sends the unit back. SteppIR evaluates the unit to be certain that the failure is covered under warranty, repairs the EHU and sends it back to the customer. In the event the failure is deemed as a non-warranty event, we will contact you before proceed with the repair. For warranty repairs, the customer pays freight to get the product to SteppIR, we pay freight back to the customer.
Many customers decide at this point to take advantage of our EHU recondition option for antennas that are still under warranty, Item 01427. This subsidized pricing allows for upgrade to the very latest design updates. Further details are below.
EHU Recondition option for non-warranty EHU”s (Item #04128)
NOTE: We are no longer doing individual repairs on non-warranty EHU’s. Instead, we are subsidizing the cost of a replacement EHU so that the failed EHU can be sent in as a “core”, and once we have the failed unit, we send you a reconditioned unit for $185.00 flat fee per EHU plus shipping. Since repairing an EHU can many times be nearly the same amount (or more) as buying a reconditioned one, this options saves time and money for our customers. In addition, the repaired EHU’s of the past carried a 90 day warranty – these reconditioned units are warranteed for 2 years, just like a new EHU. The reconditioned units are equipped with the new molded proprietary blend EHU housings and new glass filled motor shafts.
Crane Exchange (Item #04131; EHU’s that are within the 2 year warranty period)
Normally, if there is a warranty repair required of an EHU, we would have you send the EHU to SteppIR, repair it at no charge and send that EHU back to you. But sometimes with antennas, it is not that simple – they are usually high in the air and not easily accessible.
That is why we created the “Crane Exchange” program for those customers that are going to rent a crane or lift to access an antenna . The crane exchange allows for renting the crane one time, instead of two. The idea behind this program is that SteppIR sends you a replacement EHU so that when you take the antenna down, the replacement EHU can be installed immediately. The defective EHU is then sent back by the customer to SteppIR.
Because many people forget to send the units back once the antenna is up and running again, we do charge your credit card for each of the replacement EHU’s, and when we receive the “core” units back, we refund your credit card, minus a per EHU handling fee of $25.00 to handle administrative costs for this program. Before issuing credit, we will need to evaluate the EHU’s to determine that the failure is covered under warranty.
Crane Exchange (Item #04132; EHUs that are not under warranty)
The out of warranty crane exchange program is offered for the convenience of customers that require a crane to access their antenna and wish to only rent the crane one time. SteppIR will ship reconditioned EHU’s ahead of time, and the customer will be charged the full refurbished price for each EHU plush shipping. When the defective “core” EHU’s are received, we will refund the difference between the full price of rhe refurbished EHU’s and the $185 EHU recondition option price, less a $25 per EHU handling fee to cover administrative costs for this program.
Controller Swap (Item #04133; Exchange defective original controller for a basic SDA100 controller)
Do you have a defective “original” controller? Send in your controller as a “core”, and we will send you back the latest SDA100 controller for $250.00. Does not include any options for the controller, or a power supply (you can use the power supply from your original controller). This is a good way to upgrade to the latest technology at a greatly reduced cost.
CLICK HERE FOR THE RETURN FOR REPAIR FORM
SteppIR Yahoo Group Forum
A great place for unbiased opinions / information about SteppIR products. The SteppIR Yahoo Group is not a part of SteppIR, but it does have over 3000 SteppIR owners, ready to share just about everything you need to know about real life experiences with SteppIR products. You will need to join the group to get to the major content of the site. Click the link below to get to the SteppIR Yahoo Group:
