Key takeaways
- A clear fault description and nameplate photos often save more time than anything else you can do.
- Say whether the unit failed suddenly or gradually, and what happened just before.
- Pack boards in anti-static bags, then in a rigid box with cushioning on every side.
- Label the unit and keep a note of what you sent, including serial numbers.
When a module fails, the natural instinct is to get it out of the machine and into a box as fast as possible. That’s right: speed matters. But five minutes spent on the right details before you send it can save days once it arrives. The repair engineer starts from what you tell them, and a good description points straight at the likely cause.
This guide covers what to include, what to note before you remove the unit, and how to pack electronics so the repair doesn’t start with transit damage.
Before you remove the unit
If the machine is still in front of you, take a minute to record what you can see. Once the unit is out, some of this is lost.
- Error codes and indicator lights. Photograph the display or the LEDs on the unit and the controller. Many drives and PLCs store a fault history; if you can read it, note the most recent entries.
- What happened just before. A power cut, a lightning storm, a motor change, a wiring modification, water ingress, a new program download. Events like these often explain the failure.
- Sudden or gradual? A unit that died instantly with a bang points somewhere different from one that has been tripping intermittently for weeks.
- Connections. Photograph the cables and connectors before you unplug them. This helps you refit the unit correctly, and helps the engineer if the fault might be in what the unit connects to.
What to send with it
Put a printed sheet inside the box and email the same details. Include:
- Your contact details: a name, a phone number and an email address for the person who knows about the fault.
- Make, model and serial number, copied from the nameplate, plus a clear photo of the nameplate itself.
- The fault description: what the unit does or doesn’t do, error codes, and whether the failure was sudden or gradual.
- The application: what the unit drives or controls, and roughly how hard it works. A servo drive on a heavily loaded axis lives a different life from one on a light conveyor.
- Anything already tried: fuses replaced, parameters reset, a spare unit tested in the same slot. If a spare worked in the same position, that’s useful confirmation that the fault is in the unit.
- Accessories you’re sending: cables, keypads, memory cards or brackets. List them so they come back with the unit.
- Your order reference, if your organisation needs it on our paperwork.
If you need the unit back by a particular date, say so up front. It helps everyone plan, and if the date isn’t realistic you’ll hear about it early.
Remove what we don’t need, keep what we do
Remove anything that doesn’t belong to the unit and that you need to keep, such as site-specific cables or mounting rails. Keep anything that carries configuration: if a drive has a removable keypad or memory module holding its parameters, ask whether it should travel with the unit. Programs and parameters are your data. Back them up before sending if you can, because a repair may involve replacing parts that store settings.
How to pack electronics safely
Most transit damage comes from three things: static, impact and loose parts.
Static
Circuit boards and exposed electronics can be damaged by electrostatic discharge you can’t feel. Handle boards by their edges, avoid touching components and connector pins, and put the board in an anti-static (ESD) bag before anything else. Ordinary plastic bubble wrap and polythene bags can generate static, so they belong outside the ESD bag, not in contact with the board.
Enclosed units such as drives in a metal case are less sensitive, but an ESD bag or wrap is still good practice for anything with exposed connectors.
Impact
- Use a rigid box that is larger than the unit on every side.
- Put at least 5 cm of cushioning (foam, air pillows or crumpled paper) all round, including underneath and on top.
- Heavy units such as large drives or power supplies should not be able to move inside the box. If you shake it gently and feel movement, add more packing.
- For very heavy equipment, use a crate or ask us about collection.
Loose parts
Remove or secure anything that can come loose, like keypads, fans and plug-in modules. Tape small accessories in a labelled bag to the inside of the box rather than leaving them loose.
Moisture
If the unit has been exposed to water or condensation, say so on the sheet. Don’t power it up to “check” it: switching on a wet unit can turn a repairable fault into a much bigger one.
Label and record
Label the box clearly with your organisation’s name and the delivery address. Keep a note of what you sent: the model, serial number, accessories, courier and docket number. When the unit arrives, we record its condition on receipt, so if anything was damaged in transit it is noted before work starts.
What happens next
Once the unit arrives, it is inspected and tested to find the fault. You then receive a report and a written quotation covering the work, parts, turnaround and warranty. Nothing is repaired until you approve. If the unit can’t be repaired economically, you’ll be told plainly, so you can decide on replacement with the facts in front of you.
A good description, a well-packed box and a clear contact name make all of that faster. When you’re ready, send us the details, and we’ll reply with how to get the unit to us.
General guidance based on common engineering practice. Always follow the equipment manufacturer’s instructions and your site’s safety procedures.