Service Inquiry & FAQs
If you have questions about your instrument and require technical support, check the Frequently Asked Questions here below. If you cannot find an answer to your question, please fill out the Request a Call Form for a call-back or contact Customer Support at 800-874-5274.
Please note Technical Support is available from 8:30am to 7:00pm (ET).
Frequently Asked Questions
What is an RMA?
An RMA is a Return Material Authorization. It is required before shipping any instrument to Marco for repair. Every Item with a serial number requires its own individual RMA number. The RMA is a number that tracks your repair through the repair process and should be written clearly on the outside of the shipping container.
Can I have a service tech come to my office?
Marco does provide on-site service, but not all repairs can be done on-site. Please contact Customer Support for that determination.
What should I do after I receive an RMA?
Once the RMA is issued, you will ship the instrument to the following address:
- Marco Ophthalmic
- 11825 Central Parkway
- Jacksonville Florida 32224
What should I send with my instrument?
Only the equipment requiring repair needs to be sent to Marco. Please do not include accessories, such as power cords, data cables, remote controls, printers, etc. Anything extra sent to the factory in error will be sent back upon completion of the repair.
How long will my repair take?
For non-warranty repairs, typical turnaround time to receive a repair estimate is 3-5 business days after receipt of the instrument at Marco. Once the estimate has been approved and sent back to Marco, the completion time for a normal repair is 1-3 business days.
For warranty repairs, typical turnaround time is approximately 3-5 business days after receipt of the instrument at Marco. Upon completion of the repair, the instrument will be shipped back.
Will I hear from Marco during my repair?
Yes, for warranty repairs, an e-mail will be sent stating the instrument has been received and again when the repair is complete and ready to be shipped back. You will not normally be contacted otherwise, unless further information is required.
For non-warranty repairs, an e-mail will be sent stating the instrument has been received. A repair estimate is prepared and sent to you for approval. Once the repair estimate is approved an e-mail will be sent stating the repair is complete and ready to ship back.
Who pays for shipping?
The customer is responsible for all shipping charges unless covered by an extended warranty or Marco Vault Protection Plan.
Can you tell me more about a loaner?
There is a fee associated with loaner equipment unless there is an extended warranty or Marco Vault Protection Plan in place. Loaners are a courtesy and while we try to always have loaners available for everyone, it is not always possible. You will be informed of availability at the time you request an RMA. We require a loaner agreement to be completed and signed prior to shipping the loaner.
Where can I find more information on a product?
If you need more information on Marco Products please click on the Products tab at the top of the home screen.