Our Repair Process

Looking for detailed information regarding our repair process? You’ve found it!

Step 1: Getting your machine to us

Click Schedule Service to be directed to our form. Enter the necessary information and click “Submit”. You will be redirected to a confirmation page, which will also be emailed to the address provided. Click the printer icon on the confirmation page to be directed to our UPS shipping label page. Once again, enter the necessary information and click “Process Shipment”. Please note to enter the weight as a whole number only, no letters or decimals. Not sure of the weight? Enter your best guess.

Package your machine and bring it to a UPS drop off location. Don’t forget to bring your UPS shipping label! Please use a box large enough to fit your machine, accessories, and packing material such as bubble wrap. If you do not have packaging materials, you can purchase them at your nearest UPS Ground drop off location. Be sure to include main accessories such as power cord, battery, etc. Please, do not send carry case, cart, or disposable supplies such as tubing, cannula, etc.

Step 2: The Repair

Once we receive your machine, we will log it into our computer tracking system and send you an email advising that we have received your machine.  Next, we will schedule your travel oxygen machine for an evaluation, usually within a few days. Once completed, we will email you a detailed evaluation along with an estimate of cost for the repair.

If approved, we will email an invoice for the total repair cost and return shipping. There will be a link to make a secure payment. Once paid, we will complete the repair and return the machine to you, usually within 3 business days, depending on current work volume and parts availability.

If declined, we will email an invoice for the return shipping of $10 – $40, depending on the size, weight, and destination. If you would like to scrap and recycle your machine, the return shipping fee is waived and there will be no cost to you. We do not charge a fee for the evaluation.

Step 3: The Return

Once the repair has been completed, burned-in, and has passed all of the post-repair testing parameters, we will package your unit and ship it back to you via Fedex Ground. Once shipped, you will receive an email containing a copy of the paid invoice along with the tracking number. Expedited shipping is available upon request for an extra charge.

             

Dave O'Brien
Dave O'Brien
01:11 15 Oct 19
Cassidy, in customer service, was EXTREMELY helpful in addressing my issue and facilitating my repair.
David and Dianne Wood
David and Dianne Wood
17:49 07 Sep 19
Service was excellent. The repair was well done, and quickly, considering that I am in Washington, and Altra POC is in Florida
Gwen Lappie
Gwen Lappie
21:37 19 Aug 19
I am happy with the repairs to my concentrator. I now feel like I can travel with it as I need oxygen 24/7.
Vikki L
Vikki L
21:19 10 Jun 19
Great company to do business with from start to finish! Spoke with Cassidy who explained in detail the evaluation, estimate and timeframe expectations regarding my POC as well as the very easy shipping process. In addition, she followed up with an email which contained easy to follow instructions to schedule service and obtain a shipping label through UPS. Following shipment, a couple of days later I received an email to inform me my machine was received. One day later Anthony provided me with a detailed and very fair estimate, with again, very easy instructions to approve the repair if acceptable and make payment. Once payment was made the machine was repaired, shipped (from Florida) and in my home (in NY) 3 days later!!! In addition, I was provided a Fed Ex tracking number with my paid invoice. I am so very grateful to everyone at Altra for the prompt estimate, communications throughout the process and quick turn around time. Thank you Alta!
Vikki L
Vikki L
21:19 10 Jun 19
Great company to do business with from start to finish! Spoke with Cassidy who explained in detail the evaluation, estimate and timeframe expectations regarding my POC as well as the very easy shipping process. In addition, she followed up with an email which contained easy to follow instructions to schedule service and obtain a shipping label through UPS. Following shipment, a couple of days later I received an email to inform me my machine was received. One day later Anthony provided me with a detailed and very fair estimate, with again, very easy instructions to approve the repair if acceptable and make payment. Once payment was made the machine was repaired, shipped (from Florida) and in my home (in NY) 3 days later!!! In addition, I was provided a Fed Ex tracking number with my paid invoice. I am so very grateful to everyone at Altra for the prompt estimate, communications throughout the process and quick turn around time. Thank you Alta!
Sherry Emmert
Sherry Emmert
19:02 14 May 19
The employees at Altra were very considerate & helpful! Turn around to get my machine back was great! I would recommend them to others!
Leon Armentrout
Leon Armentrout
17:31 18 Apr 19
My wife had her Phillips Simply-Go portable concentrator repaired at Altra POC. Not only was the repair superbly accomplished, but the experience from start to finish was outstanding. Superb team!! The cost was reasonable and it was a pleasure working with Cassidy. Thanks.
David Partin
David Partin
04:49 07 Apr 19
2nd time I have used these folks for my repairs over the last few years. Just super great job. Fast, friendly, no nonsense people. Thank you for each of your repairs, works excellent.(Portable O2 Unit)
Carla VanHeemsbergen
Carla VanHeemsbergen
18:01 21 Mar 19
I feel fortunate to have found this honest company. They gave me an estimate, detailing what was wrong repaired it quickly even giving a warranty on their work & sent it back promptly. From now on I will have them service my equipment. Thank you Altra!
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