Service and Repair Information

Freedom Scientific offers service and repair of its hardware products. It is the only authorized service center in the United States. This page describes service, repair, and warranty information for U.S. customers.

International customers are supported by their local dealer or distributor. Use our Dealer Locator to find the dealer serving your area.

Contacting Freedom Scientific

Please call Freedom Scientific Technical Support at (727) 803-8600, Monday-Friday between 8:30 AM and 7:00 PM ET, for assistance in troubleshooting any problems with your Freedom Scientific hardware product. You may also request help by completing the Technical Support contact form.

If your problem cannot be resolved, the technical support specialist will discuss warranty and repair, return shipping, and payment options. If you own a PMA, most repairs and servicing will be done at no cost to you.

If it is necessary to return your unit, you will be issued a Return Materials Authorization (RMA) number for tracking purposes. The RMA number must be referenced on the outside of the package containing your returned unit. Please also make a note of the RMA number and place it inside the package with your unit. The unit or its accessory will then be exchanged or repaired as needed. (Note: You can also request an RMA number by completing an RMA number request form.)

Please ship the unit to:

VFO
Repair Department
8420 Sunstate Street
Tampa, FL 33634

To check the status of your repair, call 800-444-4443, and press 4.

Repair Options

Flat Rate Repair

A flat rate repair consists of returning a unit to the manufacturer's original specifications, repairing or replacing defective parts when necessary, and performing hardware or firmware modifications when required. Flat rate repair pricing does not include the cost of shipping the unit to Freedom Scientific or additional costs due to replacement of certain parts such as braille cells. You will be contacted if any repair is more than the flat rate price. Visit the Flat Rate Repairs page for a list of prices.

Upgrade

An upgrade consists of upgrading the unit's firmware, software, or features.

Product Maintenance Agreement (PMA)

A PMA offers hardware owners an annual contract entitling them to receive unit updates and repairs, including parts and labor, for 12 months. The customer pays only for shipping the unit to Freedom Scientific in Florida. The PMA service contract does not cover repairs or replacement due to damage from liquid, accidents, fire, negligence, acts of God, or any use not in conformance with that unit's operating instructions provided by the Company. The PMA service contract does not cover any repairs or replacement due to modifications or parts not authorized or supplied by the Company. PMA prices and services vary per hardware unit.

If the PMA is under the name of an agency, please provide their contact information. If an agency is paying for your repair or service, you need to contact the agency and have them provide an authorized Purchase Order that references your RMA number for the service work. If your unit is under a Manufacturer's Warranty, we will discuss those details. We accept most major credit cards and checks as payment. There are many options for shipping arrangements based on the type of repair, warranty, maintenance agreement, and your shipping preference.

Warranty Descriptions

Manufacturer's Warranty

Warranties vary depending on the manufacturer of the product and related components. Please contact the Freedom Scientific for specific warranty information. The warranty does not cover repairs or replacement due to damage from liquid, accidents, fire, negligence, acts of God, or any use not in conformance with that unit's operating instructions provided by the Company. The warranty does not cover any repairs or replacement due to modifications or parts not authorized or supplied by the Company.

Repair Warranty

All Freedom Scientific repairs are covered by warranty for 90 days from the date of the original repair. Batteries are under warranty for 1 year. If the battery fails before that time, we will replace it at no charge to you other than the cost of shipping the unit to us. We will ship it back to you free of charge, and no other repairs will be performed at that time.

Serial numbers must correspond to all Repair Warranty covered repairs. The Repair Warranty does not cover repairs or replacement due to damage from liquid, accidents, fire, negligence, acts of God, or any use not in conformance with that unit's operating instructions provided by the Company. The Repair Warranty does not cover any repairs or replacement due to modifications or parts not authorized or supplied by the Company or if the problem is not the original repair complaint. In the case of Braille cells, the Repair Warranty only covers the cells that were repaired or replaced. For more details on any of these points, please ask our technical support specialist for assistance.