How to get a replacement sensor for Crunchtime Temp Monitoring

Crunchtime Temp Monitoring uses wireless gateways and sensors to automate your Ops Execution temperature logs and send temperature alerts for cold storage locations like reach-in coolers and walk-in freezers. If there’s a hardware problem with your gateway or sensor, you may be able to get it replaced under warranty through Crunchtime Support.

This article provides instructions how to get a replacement gateway or sensor and answers to frequently asked questions about the replacement process. If you need to purchase a new sensor or gateway, email sales@crunchtime.com. This article does not apply to Bluetooth thermometers and probes. Bluetooth thermometers and probes are your responsibility to purchase and replace.

Note: Your company’s IT department may manage the replacement and warranty process for your location’s sensors. If you are not sure who manages replacement, you can contact Crunchtime Support or your Customer Success Manager.

What is the Crunchtime Temp Monitoring replacement process?

Before you start the replacement process, you should follow the instructions on how to fix issues with Temp Monitoring sensors and gateways. When you contact Crunchtime Support we will help you perform additional troubleshooting to determine if any hardware needs to be replaced.

If we determine that a device needs to replaced, you will need to provide answers to the following questions.

• Does the hardware show any signs of physical damage? If the hardware shows signs of water damage, rust, corrosion, melting or any other damage then the device is no longer covered under warranty.
• What type of hardware is it? If this is a sensor, is it ambient, probe, or industrial?
• What is the devices vendor? The vendor, or manufacturer, may be Monnit, Ezurio (formerly LAIRD), or MachineQ.
• What is the device’s Serial Number (S/N)? The serial number is typically located on the back of the device.

After we determine there’s a problem with the hardware and we get the required information from you, Crunchtime Support will start the Return Merchandise Authorization (RMA) process.

1. We will ship you a replacement device within 5 business days
2. You will need to ship the damaged device back to us within 5 business days of receiving the replacement device
3. We will have 30 business days to determine if the hardware is covered under warranty

The Crunchtime Logistics team will review the device for physical damage and test it’s functionality.

• If determined to be covered under warranty, you will keep the replacement hardware at no additional cost.
• If determined not to be covered under warranty, you will be charged a replacement fee for the hardware.

Note: Failure to return the hardware to Crunchtime will result in being charged a replacement fee for the hardware that was failed to be returned.

Frequently asked questions about Crunchtime Temp Monitoring returns and replacements

Find answers to frequently asked questions (FAQ) about the returns and replacements process in the sections below.

What is the Crunchtime hardware warranty?

Hardware is considered under warranty if:

1. You have had the hardware for less than 1 year.
2. The vendor has determined there was no physical damage to the device.

Visit the Crunchtime Subscription Service Agreement to view the full Hardware Warranty.

What is considered physical damage?

Physical damage may look like the following.

• A flaky mint-green or white buildup due to cleaners being used on the hardware.
• Rusting or bubbling due to moisture buildup in the hardware.
• Brown or translucent flakes left over from dried dirty water.
• Syrups or other sticky substances binding the hardware pieces together

Warning: Hardware should in no way ever be immersed, sprayed, wiped, or rinsed with water or any cleaner containing water, bleach, ammonia, detergents, or similar chemicals.

Will I be charged for the replacement?

You will not be charged for the replacement device if it is determined to covered by the warranty due to a manufacturer defect. If Crunchtime Logistics, or the vendor, determine there is physical damage then it is not covered under warranty and you will be charged for the replacement device.

Who pays for shipping?

You, the customer, pay the shipping for the replacement device to be shipped to you. Inside of the box is a prepaid return shipping label for you to return broken device back to Crunchtime.

When will I get my replacement?

The Crunchtime Logistics may contact you to ask some clarifying questions. Once we have all details needed, the replacement device will ship within 5 business days.

When you receive the replacement, you will need to set up the new sensor or gateway