A complete listing is provided in this section of the Website. Items are periodically updated to reflect additions of new items and removal of some older items. We will make every effort to provide convenient repair options for you. In addition, some items are offered under our multi-level repair program. You will see both STANDARD and DELUXE offerings on select repair items. This program is designed to address basic repairs and full rebuilds, depending on your needs and budget.
There are some items that are not cost-justifiable to provide repair on. In many instances, the replacement part is sold cheaper than what it costs us to repair. In those instances, we will suggest the correct replacement part for your needs. Additionally, our new closeout parts section provides incredible value and real bargains for many parts.
You can contact a Customer Service Guru by e-mail at email@example.com or by telephone at +1-901-728-6487 or 1-888-7-ATMGurus (1-888-728-6487) toll free in North America and they will generate a sales order for your repair, or visit our online RMA tool and open your own RMA improving your repair turn-around times.
A return material authorization (RMA) will be provided to you, and that is your tracking identification within ATMGurus. You must mark the package with the RMA number, and return to our Memphis facility.
Return RMAs to: Please Note Address Change
21405 B Street
Long Beach, MS 39560 USA
Repairs are typically performed within four (4) to five (5) business days from when it is received in. This can extend out longer in some instances when repair volumes are higher. We do provide an expedited repair option that ensures your repair is moved to the bench right away. In addition, you can request expedited shipping back to your service location.
We have found that flat rate repair is the most efficient way to service components on the bench. We do offer some hourly repair options on our more-complicated devices such as NMD 100 and Fujitsu 510 dispensers. We will contact you and determine estimated costs prior to performing the work via a written estimate.
Our flat rate repairs are designed to be low-cost and efficient. Our new multi-level repair program is now offered on select items. In the event you send in a repair under our STANDARD repair program and it is in need of a full rebuild, we will contact you to give an option of upgrading to our DELUXE repair package. Also, in some instances the dispenser may require a new circuit board. These are not usually covered under our flat rate program or our standard repair. We will contact you in advance if the circuit board is in need of replacement.
If an item is deemed to be un-repairable, we will contact you to decide next steps. We will suggest equivalent replacement part(s), and can offer to scrap or return the unrepaired item(s). There can be a small handling fee for evaluation and/or disposal.
We hear this often. Unfortunately, in many instances it is the cassette that is the root cause of the problem. And, when you swap cassettes out in the field, you may be causing the problem to resurface. On Triton TDM mechanisms, our policy requires that the cassettes are returned with the mechanism when it is sent in for service. This allows us to look at both the mechanism and the cassettes. In the TDM, the pick mechanism is located inside the cassette. This is a critical component that requires evaluation just like the mechanism itself. Therefore we require cassette(s) and dispenser to be returned together. If you are using multiple cassettes for swapping, those should be included as well. On other mechanisms, we prefer that the cassettes are returned as well. It greatly increases our ability to diagnose and repair correctly.
Most keypads are not serviceable. This is in part due to the requirements set forth by Visa and PCI. We replace the batteries in the keypads, and reset the tamper indicator. The circuitry is "potted" meaning it is encased in a material that does not allow it to be serviced, as mandated. If your keypad has the tamper seals broken, we are required to dispose of it. We will notify you in advance if the keypad cannot be repaired. For brands other than Triton, we ask that they be sent to the OEM for repair.
In some instances your mechanism will require additional repairs outside what we provide under our "standard" program. If this occurs we will contact you first and provide an estimate of additional cost, or provide the option of upgrading to the "deluxe" package. You can approve and we will perform the additional work, or you can decline the repair and we will send it back to you.
ATMGurus ATM Repairs Parts