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Warranty Procedures

How to Obtain Warranty Parts and Service


1. In order to be eligible for any warranty parts or service, your unit must be registered with Spirit Medical Systems Group. All new equipment sold by Spirit Medical Systems Group comes with a pre-addressed registration card that can be completed and returned via U.S. mail in order to achieve registration. Registration can also be obtained by calling the Technical Service Group at 870-336-2039 if you are experiencing an immediate problem with your equipment. In order to register by either method, you MUST have your 16 digit serial number available. In some cases, Spirit Medical Systems Group may require a proof of purchase to register the equipment.

2. When warranty parts or service are needed, you should only contact your purchasing dealer if you have been instructed to do so, or if you know they are an authorized provider of warranty service for Spirit Medical Systems Group. Otherwise, please call 870-336-2039 for all service related questions or issues. When you contact Technical Services, please have your 16 digit serial number available. It is also helpful if you can call while you are with the equipment. Our Technical Service Group will diagnose your problem over the phone and send the necessary replacement parts in order to return your unit to working order. If an on-site technician is required to install those parts, the Technical Service Group will also dispatch a local service company to complete the repair process if the labor portion of your warranty is still active. All at no charge to you.

3. Once your replacement parts have shipped, you will receive an e-mail confirmation of the shipment with tracking information if you provided an email with your warranty registration or at the time the parts were ordered. You should also receive a phone call from a local technician that has been assigned to your case. This contact should occur within 48 hours after the replacement parts have shipped. The local technician or service provider will coordinate and schedule the best time to have the repairs completed. If by chance you have not been contacted within 72 hours after receiving your shipping confirmation, we ask that you contact the Technical Service Group and inform them that you are still awaiting contact and scheduling from your service provider. At that point your case will be escalated to ensure contact is made and an appointment is scheduled. If you wish to install the parts yourself to speed up the process instead of waiting for a service provider, we will be happy to talk you through the installation of the necessary parts on the telephone. Simply call us when you are ready to install the parts, and we will be happy to offer instruction for the installation over the telephone.

4. Because the manufacturer's warranty periods for parts and labor are different, you may experience a situation in the future where the needed replacement parts are covered under warranty, but the labor to install the needed parts is not. In those cases, our Technical Service Group will gladly speak to and offer instructions to any on-site employee you deem capable of completing the repairs, or we will provide you with the name and phone number for a local technician that can be hired to complete the repairs.

5. In some instances, Spirit Medical Systems Group may ask for the return of the defective part that was replaced. In those situations, a prepaid return tag will be included with the new part when it arrives. Please place the old part in the box and affix the return label in order for this item to be shipped back to Spirit Medical Systems Group.

6. If you have any questions regarding the warranty coverage for your specific unit, you will find the details in your owner's manual or on our website. Simply follow the link below to obtain this information:

Spirit Medical Owner's Manuals

7. Once the warranty period for parts and labor has expired, Spirit Medical Systems Group is still here to provide the necessary support for your equipment. We can and will provide advice and guidance to any issues or problems you may have for the lifetime of your equipment. We will also continue to maintain a large inventory of replacement parts that can be purchased if needed. With proper care and maintenance, your Spirit Medical equipment should provide many years of therapeutic services.