Service and Repair Information

Freedom Scientific offers service and repair of all our hardware products. Freedom Scientific is the only authorized service center in the U.S. This area describes US/Domestic service, repair and warranty information. International customers please access International Support in the Related Links navigation area for information.

Domestic customers in need of service or repair should call us first at 727-803-8600, 8:30 AM to 7 PM EST.

During that first phone call several things will occur. We will listen to your detailed description of your problem and will try to solve it for you immediately. However, if we cannot, we will issue an RMA number for you to send your unit to us for repair. If you need to schedule a Flat Rate Repair, an Upgrade, or a service or repair under your Product Maintenance Agreement (PMA), you will likewise be issued an RMA number that will travel with your hardware unit throughout the service and repair process.

Also in that first phone call you will be asked to supply us with your product's Serial Number, information on your PMA, and proof of purchase date information for Manufacturer's Warranty covered repairs.

We will also discuss any payment arrangements that need to be determined for the service work and/or shipping. If you own a PMA most repairs and servicing will be of no cost to you. If your PMA is under the name of an agency, we will need their contact information. If your unit is under a Manufacturer's Warranty we will discuss those details. If an agency will be paying for your repair or service, you will be requested to contact the agency and have them send us an authorized purchase order referring your RMA number for the service work. We also accept most major credit cards and checks as payment. Additionally, all of our repairs are covered by a Repair Warranty.

Shipping methods and payment of shipping will also be discussed with the Technical Support Team. There are many options based on the type of repair, warranty, maintenance agreement, and your shipping preference.

Once all the details of your service or repair work have been addressed through that first phone call, you can then send your unit to us with your RMA number clearly marked on the outside of your original product box. Please also make note of this RMA number on the inside of the box as well. And when corresponding with us by phone or email, please assist us by referencing your RMA number right at the beginning.

Please send the unit to:
Freedom Scientific Blind/Low Vision Group
Repair Department
11860 31st Court North
St. Petersburg, FL 33716-1805
Service Department Phone number: (727) 803-8600 then press 6

Additional answers to your problem may be addressed here in our Product Specific Technical Support section, or by contacting us by using this Technical Support form .

Glossary of Common Terms:

RMA number: A number that is assigned by the Technical Support Department when it is determined that a unit will need to be sent to us for repair. This number will assist us in tracking your unit from the time it is received at our facility until the time it is returned back to you.

You may use the following link to submit a request for an RMA number to our Technical Support department via email for any Freedom Scientific hardware product.

RMA form for the FS products

If you would prefer to speak to our RMA department directly to request your RMA number, Please call our technical support hotline at (727) 803-8600 and press option #8

Flat Rate Repair: A flat rate repair consists of returning the unit to the manufacturers original specifications, repairing and/or replacing defective parts when necessary. Performing hardware and/or software modifications when required. The flat rate repair does not include the replacement of Braille cells on display units.

Flat Rate Repairs Prices

Upgrade: Consists of an upgrade to the units firmware, software, or features.

Product Maintenance Agreement (PMA): The PMA offers hardware owners an annual contract entitling them to receive unit software updates and unit repairs, including parts and labor, for twelve-months. The customer pays only for shipping their unit to Freedom Scientific in Florida. The PMA service contract does not cover repairs or replacement due to damage from liquid, accidents, fire, negligence, Act 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. Please review the product specific pricing for more information or call Freedom Scientific.

Serial Number: A unique number assigned to a unit at the time of assembly.

Manufacturer's Warranty: Warranties vary depending on the manufacturer of the product and related components. Please contact the Hardware Technical Support Team for specific warranty information. The warranty does not cover repairs or replacement due to damage from liquid, accidents, fire, negligence, Act 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, however 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 this 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, Act 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 Engineers for assistance.