LAI Games Support Policy
Hours of Operation for Parts and Support
Our Parts and Support Team are available Monday through Friday from 9:00am – 5:00pm U.S. Central Standard Time (CST), with a break from 12 – 1p for lunch.
Our team can be reached in multiple ways:
Calls will be returned in the order they were received so be sure to leave a message if no one answers. If you do leave a message, we will make every attempt to return all messages the same business day, however, we do ask that you allow up to 24 hours for a return call.
Support Team General Info:
Repair Services Policy
Requests for repairs should start with a call or email to Technical Support (firstname.lastname@example.org) Please do not send in a board until you have spoken with a Technical Support Representative about your problem and have a Return Material Authorization (RMA) issued to track the repair. Working with our team will result in the best outcome on your repair as their guidance will help ensure all issues are resolved on the first shipment.
Out of Warranty Repair Costs
All repairs should begin with troubleshooting by our Support team to ensure we are performing the right repair to the correct items. An RMA# will be issued once this is completed. Various items have a different cost for repair and our Support Team can give an estimate of this after remote troubleshooting is complete. Some items are a flat rate which we can advance replace and some will require an hourly rate work model. You will know which category your item falls under after working with our team. Our hourly repair rate is $95 per hour with a one-hour minimum.
Repair Turnaround Time
We strive to have all repairs turned around as quickly as possible and your Support contact can give you the best estimate based on the situation and your exact repair. All repairs are tested prior to shipment to ensure the item passes all qualifications.
Freight Charges and Damages on Repairs
All shipping charges incurred are the responsibility of the customer for out of warranty repairs. Be sure to let us know if you want to use your company shipping account for a return early in this process to avoid billing issues.
Parts Team General Info:
Orders for parts can be placed in multiple ways:
We always do our best to ship the same day on all orders received prior to our 2pm cut off time.
Any items not in stock upon order can be placed on backorder if you choose. We will do our best to give an ETA which can vary depending on the source of the part. If agreed we will need to know how you want that part shipped once it is available and if you find that you no longer need an item, it is your responsibility to alert us to this prior to shipment or a restocking fee may be incurred. Our restocking fee is 25% of the item price.
Items will be accepted for return to stock under the following circumstances only:
- The part must be returned unused, undamaged, and in original packaging.
- No refund will be issued for freight.
- Our restocking fee is 25% of the item price.
Warranty RMA Shipments
Within the Domestic U.S., we will cover ground shipping on all in-warranty part replacement. If you require the item faster, you are responsible for the difference between ground and your selected shipping option. On any international warranty claims, you are responsible for your shipping costs.
The customer is responsible for returning the defective part or parts to us within 15 days or additional charges may apply. At times we will require a core charge to ensure the return of the defective item, these costs can vary by item. Please ensure proper packing of the item to avoid any additional damage. Additional charges could be incurred for any items improperly packed and damaged because of it during the return.
A handling charge of $25.00 will be added to all shipments which require a Pro-forma or commercial invoice to be generated. Shipping will be charged at our current rate based upon your location.
We do not drop-ship for domestic distributors to international locations. We will ship the parts to the distributor’s U.S. address where it then becomes the responsibility of the distributor.