Advanced Exchange

Maintenance services are a significant component of the total cost of ownership of a store automation solution.  For this reason, RTG offers an Advanced Exchange option to reduce costs while still providing a high level of service.  Some types of equipment can be repaired and replaced without a need for onsite personnel support.  RTG’s Advanced Exchange service gives you the option to lower life-cycle maintenance costs by moving repair of less critical products to RTG’s centralized repair facility as an alternative to onsite support. 

Under this service, a call will be automatically routed to RTG’s Depot Center, where a replacement unit is picked from available inventory and shipped overnight to your designated location.  RTG will maintain a satisfactory amount of replacement inventory based on the amount of equipment under contract and installed in the field.  Failed units will be disconnected by a store associate and shipped to RTG's Depot Center in St. Louis.  Once received, the unit is repaired and added back into our spare inventory pool.  Multiple repairs of the same component may result in discarding that unit.   Failed units not returned within 30 business days will be billed at full retail value to the customer.

As failures occur, the customer location or Help Desk will contact the RTG Call Center via a toll-free phone system or RTG's Web-based electronic system.

RTG’s shipping schedule for the replacement unit is as follows:

• Monday – Friday, request by 4 p.m. CST, overnight with next day delivery scheduled for 10:00 a.m. local time
• Based on location, delivery, and holiday schedule of the carrier
• RTG may accommodate replacement shipments after hours, weekends, and holidays at an additional fee