Q.  What does it mean if an item is listed in your repair manual?

A.  Galco has the capabilities to handle the repair of this product.  It may be handled internally or outsourced (90% internal).  Repair pricing is the list price at the time the manual is published.  Galco makes every attempt to honor this pricing and is able to do so approximately 95% of the time.   However, pricing is subject to change and a call should be made to Galco prior to confirming final prices with customers.

Q.  What does it mean if an item is NOT listed in your repair manual?

A.  Galco has not serviced this product previously but has likely repaired similar types of items.  A call should be placed to confirm Galco has not added the item since the last printing of the manual.  If we do not have the item on file, the item will need to be sent for a free 3-5 day evaluation.

Q.  I need to get a repair price prior to sending this unit in; can you quote it?

A.  If the item is a major brand (Allen Bradley*, Reliance*, GE, etc) and is one of Galco's core competencies (Drive, PLC, CNC, etc.) we can often establish a price prior to the item being sent in.  Please call in these situations.  Otherwise, the item will have to be sent in and routed through our normal evaluation process.

* Galco is not an authorized distributor of this manufacturer's products.

Q.  What happens during a repair evaluation?

A.  Galco service coordinators check on the price of replacement, factory repair, other third-party repairs and availability of parts and documentation.  The item is also reviewed by a Galco technician to determine what testing method we will use and approximately how much time the repair is expected to take.  Galco makes every effort to keep repair costs less than 45% of replacement value.  If we need to exceed this level, we will offer both a repair and a replacement quote.

Q.  Should customers send prints and manuals with repairs?

A.  Yes, if a customer has prints and/or manuals on a repair that will be sent for evaluation this will often reduce the time needed to perform the repair.  This will result in a lower price and a faster turnaround for the customer.  Galco will return all prints and manuals sent along with a repair.

Q.  Why do you charge full price if there is no problem found with my item?

A.  Refer to Galco's No Problem Found billing policy.

Q.  Why was I quoted yesterday then told my item is not repairable today?

A.  Galco operates on a flat-rate repair policy.  Under this policy a repair price is established prior to repair troubleshooting.  Once approved, a repair will either be repaired at the quoted price or be determined "beyond capabilities of maintenance" (BCM) in which case the customer will be given the option to have the item returned at no charge or replaced with a new or reconditioned equivalent.

Q.  What causes a repair to be "beyond capabilities of maintenance" (BCM)?

A.  If the item is damaged so badly that a repair cannot be performed or if obsolete or proprietary parts are found to be defective with no viable replacement options, a repair will be BCM'd.

Q.  Does Galco BCM a lot of repairs?

A.  No.  Approximately 4% of repairs are BCM'd.  Keep in mind, it is not in our company's interest to BCM repairs since we will invest time into the item and receive no billing for this investment.

Q.  If the cost of replacement parts are excessive, will Galco BCM the repair?

A.  No.  We will make every effort to offer solutions to customers when parts cost is excessive.  We feel that the customer should be the decision maker when there are still avenues to complete a repair, even if it means requoting a higher repair price.  If the requote is not approved, we will return the item unrepaired with no charge.