Customer Service

Returning Units to IS&S for Repair, Upgrade, or Recertification

To send a unit into IS&S for repair, upgrade, or recertification:

No RMA number is needed. If you are a new customer for IS&S please scroll down to our New Customer Set Up Process.

  • Package the unit to prevent damage and include the following documentation:
    • Purchase Order
    • Ship to Address
    • Contact name (including phone, fax, and email) of the person who will approve the repair quote*
    • Reason for Return
    • Requested Delivery Date

Send the unit to:

Innovative Solutions & Support
Attention: Customer Service
720 Pennsylvania Drive
Exton, PA 19341

Repairs and Re-certifications are expected to take 15 days to return.
Upgrades and Modifications are expected to take 30 days to return.

*Please note no unit will be shipped to a customer without a repair quote being approved.

Back to Top

Expedites

If you require a unit faster than our standard turn times, an expedite fee of 25% will be applied to the total cost of the unit.

IMPORTANT:

Please note on your paperwork that the unit requires expedite and include a requested delivery date.

Back to Top

New Customer Set Up Process

Any new IS&S customer must follow our set-up process:

  • Contact Chad Hammerly at chammerly@innovative-ss.com or 610-646-9800 ext. 513 and provide the following information:
    • Customer Name
    • Bill to Address
    • Ship to Address
    • Payment Method (C.O.D., Credit Card, or Check/Wire Transfer)
    • Point(s) of Contact for Repair Quotes and Invoicing

All new customers are set up as payment in advance. No unit will ship back to a customer before payment is received.

After a period of successful transactions, a customer may request NET 30 terms with IS&S.

To request NET 30 terms:

  • Contact Chad Hammerly at chammerly@innovative-ss.com or 610-646-9800 ext. 513 and provide the following information:
    • Customer Name
    • Trade References
    • Your Projected Annual Business Volume with IS&S

IS&S will review the information and approve/disapprove the request.

Back to Top

Re-certifications / Bench Tests:

Innovative Solutions & Support can provide re-certifications / bench tests of our equipment and return units with an FAA 8130-3 tag stating the unit was “inspected” for the following fees:

Air Data Display Unit (ADDU)

$500.00*
Integrated Air Data Display Unit (IADDU)
Altimeter
Air Speed Indicator
Analog Interface Unit (AIU)
Altitude Alerter
Air Data Sensor (ADS)
Air Data Module (ADM)
Auxiliary Control Panel (ACP)
Digital Control Panel (DCP)
Flat Panel Display

$1000.00*
Digital Air Data Computer(DADC)
Data Concentrator Unit (DCU)

If you have something not listed above please contact IS&S for pricing and details.

Price includes only re-certification / bench test. Any additional repairs required will be an additional cost and will be quoted to the customer.

Units can be recertified as “new” if specifically requested by the customer if the unit has 0 hours in service and total hours on the unit can be verified to be less than 50 hours.

IS&S can recertify a unit as new if specifically requested by the customer and if the unit has greater than 50 hours with no time in service but additional information will be required. Contact IS&S Customer Service for additional details.

*Does not include shipping cost.

Back to Top

Warranty:

IS&S warrants all repairs performed by IS&S for a period up to 180 days.

IS&S will not honor warranty on any unit where a tamper proof seal has been broken unless previously authorized by IS&S.

Back to Top

Technical Support:

Innovative Solutions & Support offers technical support for all products.

Contact Maurey Freifelder by phone at 610-646-9800 ext. 605 (office) or 484-354-7202 (mobile) or email at mfreifelder@innovative-ss.com

Services include:

  • On-site support of installations/modifications/retrofits
  • Troubleshooting (via phone or on-site)
  • Supplying technical data

Please note that fees can be associated with some technical support. Please contact IS&S for details.

Back to Top