KeTop hand-held operation devices: How much does an HMI repair cost?

  • HMI
  • Service
After many years of use, the subject of maintenance and repairs and the associated cost comes up even for the robust KeTop hand-held operation devices (HMI). As the provider of one of the world’s leading HMI solutions for mobile operation as well as robot teach-in and programming, our goal is to communicate with our customers transparently and honestly and to give the best advice for every case.

In addition, we provide simple self-help instructions for defective devices so that perhaps you do not even have to return your KeTop device for repairs and can thus avoid unnecessary costs.

1. Inspection flat rate

The customer sends their KeTop device to our Repair Center, but without any pointers as to the possible cause(s) of the issue. We receive only the device and the fault description.

In this case, we perform a comprehensive check of the KeTop device and provide a repair work recommendation covered by the repair flat rate.

This inspection flat rate will always be billed (including inside the warranty period) if no defect or fault is found with the device and the cause can be traced, e.g. to operator error.

This flat rate comes in different models for each device and is priced differently depending on the device type. The scope of this service includes:

  • Performing and documenting the repair
  • Visual inspection
  • All indicated tests
  • Functional upgrade
  • Cleaning the device, packaging

2. Repair flat rate

The repair flat rate will be billed if faults and/or defects have been eliminated on the device that are not covered by warranty, e. g. damage to the housing or stress-whitening. It includes certain components that will be replaced as part of the repair. Again, different prices apply to the different models and types.

Scope of service covered by the repair flat rate:

  • Performing and documenting the repair
  • Visual inspection
  • Fault analysis
  • Fault elimination
  • Functional upgrade
  • All indicated tests
  • All materials not covered by any of the replacement flat rates
  • Cleaning the device, packaging

The replacement of defined wear parts as well as the optional repair services “elimination of signs of usage” and “warranty after repair” will be billed separately.

For each repair, KEBA technicians will assess which parts really need to be replaced, either because parts are defective or could soon result in a defect or could lead to situations where a device no longer complies with certain requirements (e.g. IP rating in case of stress-whitening).

In the course of a repair job, it can therefore happen that additional defects are being identified (other than the ones that caused the fault, e.g. defective connection cable, defective touch panel) which the customer may not have noticed. In such cases, we recommend repairing these additional defects as well; they will be listed separately on the cost estimate. Such cases may relate to components that are not covered by the repair flat rate and that will therefore be billed separately.

Repair cost example for hand-held operation device KeTop model T150

The inspection flat rate for KeTop model T150 starts at around 230 euros. If no inspection is necessary—because the fault or defect is obvious—the repair flat rate will be applied that covers the entire repair effort. In this case, the cost starts at around 575 euros.

If parts need to be replaced that are not covered by the flat rate, these costs will be charged separately.

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3. Replacement flat rate

The replacement of defined wear parts will be settled separately according to the repair price list and be added to the repair flat rate if applicable. This includes the replacement part, the required installation materials and the labor for performing the replacement.

4. Cost estimate

Cost estimates will only be prepared after the device has been analyzed at the KEBA Repair Center. After the cost estimate has been approved, KEBA technicians will perform the repair.

If a customer decides against having their device repaired, a processing fee of at least 156 euros (excluding return shipping costs) will be charged for the preparation of the cost estimate.

Repair cost example for hand-held operation device KeTop model T70

A KeTop T70 device with obvious damage to the display screen is returned for repairs. The customer pays 444 euros or more for the repair flat rate and at least 216 euros for the new display screen.

Note that all prices stated herein are examples and guideline values because each KeTop device will be assessed individually. If the repair of the hand-held operation device will be handled by a sales partner or an OEM, additional costs will be incurred that are not within KEBA’s control.

How to minimize the costs for repairing your KeTop hand-held operation device

Before returning your hand-held operation device for repairs, we recommend that you first check your HMI yourself for obvious faults and defects.

Many issues in KeTop devices can be recognized and solved by the user:

  • Display screen: scratches and other obvious damage to the display screen; a “blackscreen” can frequently be remedied by a simple image restore performed by the user with assistance from the KEBA Service team.

  • Cables: are there any cable pins that are bent or flattened? Does the mating connector look okay? Are any components missing on the PCB? Is the PCB damaged?

  • Buttons: do the buttons still provide haptic feedback?

  • Software with Win10 devices: reinstall the device; image provided by Service team.

If you notice a defect, it is best to contact the KEBA Service team immediately in order to discuss how to proceed.

This keeps the cost to a minimum, and your hand-held operation device is quickly up and running again.

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