Repair/Service Policy

In-House Repairs

To set up an appointment for service, use our PSR Service Information Form or call/text us at (580) 634-5708.

Phoco Services offers a free estimate/diagnostic service for first-time customers. This process, which takes 15 to 30 minutes, determines the overall condition of your unit and identifies necessary repairs.

If we repaired your unit, it is under warranty for one year after the repair is completed. We require a copy of the sales receipt, but no deposit is needed, and Phoco Services will cover the repair costs.

However, all non-warranty repairs require a $60.00 non-refundable deposit/evaluation fee unless stated otherwise.

Additionally, units that have been tampered with or serviced at another shop may be subject to an additional up-front evaluation charge, depending on their condition.

On-Site Service

Phoco Services provides on-site services, starting at a minimum of $120.00 for 2 hours of service. For each additional hour onsite, the cost is $60.00.

On-Site Travel Cost

The cost is estimated at $1.00 per mile plus tolls, on top of the 2-hour minimum service.

  • Lawton: $0.00
  • Cache: $10.00
  • Elgin: $15.00
  • Duncan: $35.00
  • Altus: $49.00
  • Chickasha: $50.00
  • OKC: $80.00
  • Stillwater: $140.00
  • Tulsa: $200.00
  • Wichita Falls: $55.00

Mail-In Repair

First, pack your unit carefully, insure it, and ship it to us using our PSR Service Information Form. Please do not include any remote controls, power cords, interconnecting cables, etc., unless they are necessary for the unit’s operation or part of the fault to be diagnosed and repaired. We recommend using UPS for shipping, as other shipping companies have poor service in this local area.

Moreover, use sturdy boxes—we recommend double-boxing. Please see the packing information below for instructions.

All non-warranty repairs require a $60.00 non-refundable deposit/evaluation fee. You may include payment in the box, call in with a credit card, or we can send you a request for payment.

If your repair is under warranty, we require a copy of the sales receipt. No deposit is needed, and Phoco Services will cover the repair costs and shipping the unit back to you. However, you are responsible for shipping the unit to us.

Additionally, units tampered with or serviced at another shop may be subject to an additional up-front evaluation charge, depending on their condition.

Shipping charges will be added to the cost of the repair.

Furthermore, if you decline an estimate, you are responsible for the evaluation fees and the return shipping charges.

We normally ship units back with a signature required unless you specify otherwise. We will not use an account other than our own for shipping. Please do not include shipping labels, account numbers, or ask us to use your shipping account.

Packing Information

When packing your unit for shipment, use the original box and packaging if possible.

If you don’t have the original box and packing material, use small bubble wrap for shock absorption. Wrap multiple layers that are at least 3 inches thick on all sides. Fit it tightly in a strong box using extra packing material if necessary.

Ensure the unit is positioned in the center of the box to withstand a drop on its corner, edge, or surface. If someone else is packing, observe and instruct them to follow the exact procedure, as shipping companies refuse to pay damage claims if the unit doesn’t meet their packing standards.

If we determine your unit is packed poorly or the box is in poor condition, we will repack your unit for the return trip at an additional charge of $75.00 to cover the costs of the box, material, and labor.

Please use small bubble wrap to wrap your item. We do not recommend using Styrofoam peanuts. Use peanuts only as extra filling after bubble wrapping.

Warranty Repairs

If your unit is covered by the warranty, you must provide a copy of your proof of purchase.

We warranty the parts we replace and the service we perform for 365 days from the date of service. Failures caused by misuse or abuse are excluded. If there is a problem with the repaired unit within the warranty period, you must return it to us for evaluation. Shipping costs are not covered under our warranty. Repairs unrelated to the original problem are not covered by the warranty and will be billed separately. We have been in business for over 20 years with many satisfied customers, servicing many top brands, and have excellent relationships with all the manufacturers we provide service for.

Warranty units checked on our test bench and found to have no problem will be subject to a $60.00 evaluation charge for time spent testing and evaluating. Additionally, units claimed as warranty that are checked on our test bench and found to have no problem will incur return shipping costs in addition to the $60.00 evaluation fee.

Payment

You can make payment for completed items in person, online via the link in the invoice, or over the phone with a credit card. Any authorized chargeable repairs will be invoiced at retail prices, with authorized dealers granted a discount from retail prices. By paying via credit or debit card, you authorize Phoco Services to charge for products and services rendered. This authorization includes all charges shown on each invoice that are due. By using an accepted card, you agree that products and services rendered are non-revocable charges when paid by credit or debit cards. Any invoice not paid within 30 days from the invoice date will be considered abandoned property and disposed of as we see fit.

How Long Will It Take?

The time for repairs depends on several factors. We operate on a first-come, first-serve basis and parts availability. Units under warranty are handled with the highest priority. We typically check out in-warranty units within 10 business days after receipt. The length of time in service also depends on the number of units we have in service at any given time, parts availability, nature of the problem, and so on. We will address each repair as soon as possible.

Legacy product repairs will take the longest.

Repair Service

Book your product repair service by filling out the booking form.

Book Service Request