Submit your RMA form through the portal. Once approved, you will receive an email confirmation with the portal login password.
Support Reference Library
Documentation
Guides and service references for navigating the RADWAG USA Service Portal, understanding service status updates, and preparing equipment service requests.
RadwagUSA Service Portal: User Guide
The RadwagUSA Service Portal streamlines the equipment service process by providing a centralized place to submit service requests, track repair status, and access important service documentation.
This guide explains how to navigate the portal and what to expect at each stage of the service process. As a RADWAG USA customer, using the portal correctly helps your equipment receive timely service while keeping you informed throughout the repair journey.
Email notifications are sent at key milestones, but it remains your responsibility to check the portal status page regularly for updates.
Service Process Timeline / Status Definition
Your equipment has arrived at our warehouse and has been recorded by the service team.
A technician diagnoses the device and documents findings for the final Service Report. If a quote is required, it will be available through the portal for your review and approval.
Repairs are complete and a detailed service report becomes available in the portal.
Your repaired device has been released to the carrier, with tracking information posted to the status page.
NOTE: If parts must be ordered, a lead time of 6-8 weeks may apply. Any such delays will be reflected on your status page, making regular checks important for staying informed about your repair timeline.
User Responsibilities
Most service requests follow the standard process, but certain situations require additional attention. Understanding these responsibilities helps ensure a smooth service experience.
Status Monitoring
After receiving your login credentials, it becomes your responsibility to regularly check the service status through the portal. Email notifications are limited to specific status changes only.
Parts Availability
Our service department may not always have all spare parts in stock. When components must be ordered from our headquarters in Poland, expect a lead time of 6-8 weeks. These delays will be documented on your status page.
Out-of-Warranty Devices
If your device is out of warranty or has damage not covered, such as misuse, corrosion, or water exposure, a downloadable service quote may appear on your status page. To authorize service, email helpdesk@radwagusa.com with the quote number.
By understanding these responsibilities, you can better navigate the service process and ensure your equipment receives the attention it needs. The portal provides transparency throughout the repair journey, but requires your active participation for optimal results.
Service Procedures
Review these procedures before sending a unit to RADWAG USA for service.
Before Shipping
Prior to sending the unit, please ensure that all items and accessories are removed and packed inside the original box. To prevent further damage during transportation, make sure the unit is securely packed with protective inserts. If you do not have the original box and protective inserts, please contact us via email at helpdesk@radwagusa.com. We can provide an official quote for a replacement box and inserts at a cost of $50.00 plus shipping.
Warranty Exclusions
Damages caused by negligence, accidents, misuse, exposure to radioactive or corrosive materials, foreign objects entering the product, or unauthorized service/modifications by individuals other than RadwagUSA, LLC are not covered.
Data Backup
Please back up any stored data before sending the product for service. Radwag is not responsible for any data loss during the service process.
Technical Analysis
After examining the unit, RadwagUSA will contact you via phone or email to provide a technical analysis. By sending your product to RadwagUSA for service, you agree to the terms and conditions outlined in these procedures.
Warranty Disclaimer
Warranty service is subject to Radwag USA policy. Shipping and service fees may apply.
Important Notice
XA and MYA units must be shipped on a pallet for optimal safety. Shipping the device without securely placing and strapping it on a pallet can potentially cause harm to the device and result in additional damages during transportation, which may void the warranty.