Update: DCI's Repair Policy and Loaner Program Will be Changing in December 2023

We at DCI value our relationship with our customers and the shared commitment to excellence in the HDD industry. Since our inception in the early 1990s, customer service has been our top priority. This includes providing loaner units for free while equipment is in for repair. We continue to stand behind this offering, but we would like to announce some changes to our policy for when we will send a loaner.

DCI understands that as a frontline representative of our shared customers, when a customer believes their DCI equipment needs repair and requests a loaner, you want to do what the customer asks. We share that view. However, many times we send out loaners and receive equipment requesting repair, only to find that the issue could have been resolved with trouble-shooting on the job site or over the phone.

Going forward, DCI will gladly send a loaner to a customer provided one of the following occurs:

• A customer calls into DCI and a problem is clearly identified during the call by DCI’s tech team.
• If no problem is documented by DCI under #1, DCI will require customers to troubleshoot the issue with us over the phone first. If a problem is clearly identified during this process, DCI will send a loaner.
• If no problem is documented by DCI under #1 and we cannot jointly identify a problem during joint troubleshooting under #2, DCI will still send a loaner if you provide DCI with a PO# for repairs of at least $1,000 (without DCI having to provide you with a repair quote first before conducting repairs).

This change will help ensure we have enough loaners available for every customer that needs one.

Additionally, DCI is introducing an increase in the test fee per unit from $150 to $250. This will include transmitters, locators, and displays. However, tests of auxiliary components such as Li-ion batteries, power cords, antennas, and chargers will be conducted at no charge.

For those loaners that are not returned to DCI or that are returned with damage, the dealership it was sourced through will be held responsible.

These changes will be effective starting 1 December 2023.

Thank you for your understanding.