Customer Help and Support Center

What is a Service RMA # and how do I obtain one?

RMA stands for Return Merchandise Authorization. The RMA number represents your equipment in our database and will be the reference you provide to us for future inquiries. This step must be completed before you ship your equipment to us.

RMA generation is a self service that you complete on our website at https://www.ajvs.com/rma-create.

Once the form is filled out online, you could click the "Generate RMA & Print Packing Slip" button at the bottom of the page. At this stage you could attach the packing slip to your package and send the equipment to us for evaluation.

After evaluation each service RMA must be authorized through our website to proceed. Please do not initiate service on your account if you are not able to submit payment or provide your AJVS account credentials to one of your purchasing representatives. Once an RMA is initiated we cannot change the account it is linked to.

How can I request a repair estimate?

Requesting a repair estimate online is quick and convenient. You could proceed from our home page by clicking the "Request A Repair Estimate" under the search bar on the top right side of our page, or follow this direct link: https://www.ajvs.com/rma-estimate-request

We will email your service estimate as quickly as possible. Most requests are handled within 24 hours.

What is the status of my repair?

The easiest way to see the current status of your RMA is by logging in and going to our RMA page at https://www.ajvs.com/rma-view. From here, you could see the current stage of your repair. You could then click the "View" button in the details column to see more information and images.

Please contact our service team at service@ajvs.com with any additional questions or requests.

How do I authorize a service quote?

To authorize us to proceed forward please follow these quick and easy steps using our website. We are unable to proceed with repair work until online authorization is completed.

1. Log into our website with the account that made the RMA at: https://www.ajvs.com/new/rma_view.php
2. In the details column for your RMA click the "View" button.
3. Under the documents and test reports section of this page click on the "Authorize Quotation" button.
4. Upon clicking confirm on the popup you will be brought to the shopping cart. Click the "Check Out" button.
5. Verify all of the billing/shipping details on this page and then click the "Confirm Order" button at the bottom.

All shipping and payment options available to you will be presented on the checkout screen. Please reserve use of the comment box for notes pertaining to your equipment. We are unable to use the comment box for shipping or payment instructions. Upon completion of checkout you will be given a confirmation number and an invoice will be generated.

What is the turnaround time for my repair?

Turnaround times may vary depending on the type of equipment, the condition of it, and our current workload/scheduling. All service estimates that we send include an up to date lead time estimate. You could also contact our service or customer service team for further information.

Rush service is also available upon request for urgent situations.

How can I change my shipping address?

You could change the shipping addresses on your account at https://www.ajvs.com/address-book

Please note that you cannot change the shipping address for an already processed order in this manner. Please contact customer service as soon as possible for assistance. Once the package leaves our facility we cannot reroute it.

How do I scrap my equipment or have it returned unrepaired?

Please follow the below steps to initiate the process:

1. Log in on our website with the RMA holding account at https://www.ajvs.com/rma-view.
2. Click the "View" button in the details column for your RMA.
3. Scroll down to the "Documents and Test Reports" section.
4. Click the "Scrap Equipment" or "Return Unrepaired" button beneath the documents table.

We will then reach out to you regarding any associated fees and steps you would take to close the RMA.