Warranty and Returned Materials Authorization Process

For any replacement part(s) required during the standard or extended warranty period, follow the warranty process below, and if needed, the returned materials authorization process.

1. Get a case number from the Tech Support department:

  • Contact info – call 800-328-4447 ext. 2 or send an email to technical.services@dristeem.com
  • Info you’ll need – unit serial number for units or original parts order number for parts, description of the issue, and (if applicable) photos, videos, or any other information that makes the identification of the problem and related components easy to troubleshoot.
  • NOTE: You may be asked to help troubleshoot to make sure there truly is a component issue.

2. Compile required parts list from one of the following resources

  • Personal knowledge of DriSteem products
  • Replacement part website on rep portal of the DriSteem website
  • Installation, operation and maintenance manual
  • Technical Support representative during the troubleshooting call (limited to very common replacement parts)
  • Customer Service representative
    • Ask to be transferred to Customer Service at the end of the troubleshooting call with Technical Support
    • Contact info – call 800-328-4447 ext. 1 or email service.parts@dristeem.com

3. New replacement part order to Customer Service from DriSteem rep:

  • Place the order on the replacement part website on the rep portal of the DriSteem website. Be sure to put the case# from Technical Support and the statement “WARRANTY REPLACEMENT” in the notes section of the order.
  • Send a hard copy PO to service.parts@dristeem.com and include the same information from the above bullet.

4. Determine if there is a Returned Materials Authorization (RMA) form required to return parts back to DriSteem:

  • High cost parts, heat exchangers, and Vapor-logic® boards are examples of components that we need to have back for evaluation to allow credit. If there is ever a question or whether or not to request a RMA, please ask Customer Service when you order the replacement part(s).
  • The RMA will be emailed to the contact who submitted the PO. It must be included in the returned component packaging and the RMA number noted on the outside of the packaging. Additional instructions are on the RMA form.
  • DriSteem will invoice for the replacement part(s) and credit if the returned components are found to be in warranty.
  • RMAs must be returned within 45 days of issue and will be closed afterwards if not received.
  • DriSteem will notify the rep when the credit when approved. Contact DriSteem’s accounting department first if you have any question if the credit has been issued.