Frequently asked questions

How do I send back parts for exchange or repair?

You may use UPS, USPS or any other method. Our mailing address is Micro-Comm, 15895 S. Pflumm Road, Olathe KS 66062. Note the customer is responsible for shipping cost unless other arrangements have been made.

Do I need to insure the parts I’m shipping back?

Typically, no. Just keep your receipt or other record you might have proving that you did indeed ship it.

Can you give me UPS tracking information?

Yes. Call our service department and we’ll give you the current location provided to us by United Parcel Service.

Do I need approval to send parts back?

We highly recommend calling our service department before blindly sending parts back, it will save headaches down the road. We will issue an RMA (Return Parts Authorization) number that you will need to write on the outside of the shipping box. You may also put a copy of the original packing slip (when you received parts) inside the box you’re sending back.

Your computer prices seem high. Why?

While we do use reputable, name brand computers, there is an added cost for a variety of things including set up, coping of files and testing. The cost also covers incidental things such as unforeseen issues that may arise after the computer has been delivered, as well as support to insure the computer is going to operate as expected.

You’re a long way from here. How can you offer quality service?

For nearly 50 years, Micro-Comm has proven that we quite adequately provide service, repair and troubleshooting from our location in Olathe KS. First, our best service technicians are available by phone during the day, and on call after hours and weekends as well. In most cases we can have the parts you need at your location the next business day. Of course, if a service trip is required we’ll have someone there in short order.

I need to add new equipment or would like to make a change to what we have. Who do I call?

First, call our service department at 913-390-4500. We’ll make sure the call gets routed to the proper folks.

What’s a Service Contract?

A service contract will provide you parts free of charge for an annual fee, and somewhat mirrors your original factory warranty. Besides the annual fee, your only expenses will be shipping on returned parts; and if a service trip is required, you will pay a reduced amount for those costs. So why is a service contract so good? For example, if your service contract amount is say $2,200 and even just one PLC has to be replaced in that year, you will pay only the $2,200 even if your years’ worth of parts is well over that. And in the event of a lightning strike, unlike insurance companies, we’ve don’t ask questions. We’ll send you new parts and you send the broken parts back to us. Done. If you have more questions about a service contract call us at 913-390-4500.

Does a service contract include spare parts?

Sorry, no. Again, we can get replacement parts to you usually the next business day.

Do I even need spare parts?

Many customers do purchase spare parts such as radios, power supplies and transducers. In those cases, the customer installs the parts as needed and calls us for a replacement. Under a service contract we cover spare parts just like those in the field. It’s totally your call if you want to purchase spare parts- it can certainly save time.

Why did I get charged for a software change?

When the system was first installed, it was made operational under the original set of specifications. Years after the fact, we understand that your operational needs change and unfortunately some of them can be quite complicated. We do charge a nominal amount to cover our time and other expenses for these types of things.

Why did I get charged for a computer problem?

Typically, we only charge for computer service when that problem has been caused by a third party. A good example is an internet provider blindly making a change to their service and ‘breaking’ your web page. Or say Microsoft provides an update that breaks a third-party software and we have to make it work. It is economically unfeasible for us, or anyone else to cover fixes or repairs caused by others. Good news- we do not charge for most of the computer calls we get.

Your equipment is proprietary. Why should be invest in it?

There is a school of thought out there that you should invest in non proprietary equipment. Non proprietary is thought to mean that the equipment is available anywhere, through many outlets, and anyone can program/work on it. Sounds good right? Think about this- still, only one company makes that equipment. And if you’re having problems with ‘non proprietary’ equipment, who do you call? The last person that worked on it? The sales rep? Who has the up to date drawings and software in it? Hopefully that last person gave you copies of all that. For nearly half a century, Micro-Comm has proudly manufactured our own equipment that is tailored for the water and wastewater market. Yes, we’ve worked out all the bugs and provide outstanding service along with it. Some even better news? Our equipment is designed to integrate to ‘non proprietary’ equipment and we do it all the time. In fact, the Micro-Comm line is the only one that speaks all of the most commonly used protocols right out of the box. We’re the whole package- manufacturing, sales and service, which means one phone call when you need something. Feel free to call us any time to discuss this topic more.

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