Frequently Asked Questions

About Empire Magnetics

What about the repair policy?

Empire Magnetics fixed repair pricing is based on the assumption of specific motor models and that a motor is repairable. Upon receipt of the motor, Empire Magnetics will attempt to repair it for the stated price. If it cannot be repaired, there will be no handling charge and Empire Magnetics will keep the old motor parts to compensate for the effort of diagnosis. Empire Magnetics will notify the customer by telephone within two weeks of receipt if a unit is not repairable. If a request for return is not provided by the customer within two weeks of notification, non-repairable motors become the property of Empire Magnetics.

Empire Magnetics, Inc. reserves the right to supply the customer with a refurbished replacement motor in lieu of repairing the specific motor returned to the factory.

In most cases it is necessary to actually repair a motor before it is certain that repair is possible. Empire Magnetics Inc. reduces costs by repairing motors in batches rather than repairing individual motors as they are returned to us.

Due to batch processing, repair prices do not include a failure analysis or failure reports. Repair of motors in batches without concern for the specific cause of failure requires less time and expertise.

Failure analysis requires careful observation, testing and documentation. Therefore failure analysis is a separate service and costs are appropriate to the level of effort and expertise.

Failure Analysis/Failure Reports

There is an extra charge for a failure analysis/failure report. Because most of the evidence required to specify the mode of failure will be destroyed when the motor is dismantled, Empire Magnetics Inc. needs to know BEFORE repair procedures begin that records are to be kept. Therefore, a failure analysis report MUST BE requested at the time the order is placed.

To keep customer communications to a minimum and the repair costs reasonable, Empire Magnetics’ policy must be: No Purchase Order - No Work.

Customer terms are C.O.D. freight collect or payments by credit card (Visa, Mastercard).

Generally repairs can be completed in two to three weeks. If a customer cannot wait, Empire Magnetics may offer a "3 day turn-around" service at a premium price, when it is appropriate. Obviously not all problems can be repaired in 3 days, so each requirement is subject to specific approval.

Our repairs are intended to provide the customer with a functional motor, not a new one. Repaired motors may include new, used or refurbished parts. A customer may receive a substitute motors from our inventory of refurbished units, if Empire Magnetics Inc. determines this is the most economic way to handle the repair. If the customer must have the same motor returned notice at the time of order placement is required.

Repaired motors are warranted against defects in material and workmanship for a period of 90 days after factory shipment.

All orders are F.O.B. Rohnert Park, California. Standard freight method will be UPS surface unless otherwise specified at the time the repair order is placed.

Contact us through e-mail at by phone: (707) 584-2801
or by fax: (707) 584-3418