Contacts and Policy
Due to our products vary significantly from size, weight and complexity, warranty policy and service process can vary correspondently to satisfy customer needs. Policy and process for Medium voltage Perfect Harmony products are different and not applicable here. Please check contract terms and conditions.
Note the damage in detail on the waybill, take pictures on the damage, and notify your local Siemens contact (responsible OM if available) immediately. They’ll file a claim for Transport Damage and advise you of the next step. Please refer to our Terms and Conditions:
Earlier identifying transportation damage will smooth insurance claim. At late stage, please take pictures of the damage prior to removing the product from the box (if possible) and notify your local Siemens contact (responsible OM if available) immediately.
Mechanical damage is not covered by product warranty, but we will assist you to file a claim to carrier or insurance.
Unless you’ve other special agreement, the warranty on a new product is 12 months from the date of installation or 18 months from the shipping date from Siemens to the purchaser, whichever occurs at first. Here is the link to Terms and Conditions:
You are required to complete a Siemens Service Request Form (FIR), and provide a PO with “estimated amount $1500.00” to the Field Service Coordinator. Upon receipt we will contact you regarding the service arrangement. If you do not have an account set up with Siemens, you can pay by credit card. We cannot proceed without a hard copy of a purchase order due to audit requirements.
You are required to complete Siemens Service Request Form (FIR), and provide a PO with “estimated amount $3000.00” to the Field Service Coordinator. Upon receipt we will contact you regarding the service arrangement. If you do not have an account set up with Siemens, you can pay by credit card. We cannot proceed without a hard copy of a purchase order due to Audit requirements. We will send an order to the Siemens office nearest to your equipment’s location to conduct the required service.
Please be prepared for the challenges of time zones and foreign holidays. There may also be local law requirements to take into consideration for some repairs. Your Field Service Coordinator will work with you to minimize delays. Having a dedicated contact onsite will be helpful to the assigned Service Technician or local Siemens office. Please have a contact name ready when you request Service.
Online interactive catalogue on all products:
PDF catalogue downloads for low voltage power distribution and industrial control products:
Repairs and Replacements
If the value of the part is less than $250, please contact your Sales Rep, who will issue an Instant Field Credit for you. Order a new product through regular channels.
If the value of the part is greater than $250, send a completed RMA Request Form to your Warranty Contact. We will either replace the part or repair it free of charge.
No. If a product fails under warranty, Siemens supplies replacements or repairs where applicable. We do not issue credit for a defective product. Please do not order replacements through Order Management before speaking with your Warranty Contact. Your Warranty Contact can also rush a product order for you. Please advise on the RMA Request Form if the part requires to be rushed.
You have three options depending on your product and the options availability:
Exchange: includes rebate on defective product, and full warranty on replacement product.
Rush Repair: for a surcharge, product is repaired within ten days.
Standard Repair: products repaired within 4-6 weeks for plants located abroad, and about 10 days for local plants
Scrapping fees are payable on non-warranty items when they are not repairable due to technical reasons, or when products are repairable but the customer does not want to proceed with a quoted repair. Evaluation fee are payable on non-warranty items when a technician tries to repair an item but it is not economically or technically possible, or the customer decides not to proceed with a quoted repair. You can select to ship back the un-repairable goods at your cost as well.
Authorized Repair Centre for AC Servo Motors - 1FT5,1FT6,1FK6,1FK7,1PH6,1PH7.
ATTN. Mr. Elliot Dobski
2300 Bristol Circle, Unit 4
Oakville, Ontario L6H 6P8
Ph: 416-618-4320 Fax: 905-465-0412
After Hours Emergency: 416-919-5567
You can contact the Customer Interaction Centre at 1-888-303-3353 for any related questions at any time.