Frequently Asked Questions
Here's a list of the most commonly
asked questions our Customer Service Representatives receive.
If you've got a
question that's not listed, just
click here to drop our friendly Customer Service professionals
Q: Where is ICR located?
A: ICR has offices in Warren, Michigan - Guelph, Ontario and Monterrey, Mexico.
Click here for details and maps.
Q: What are your hours of
A: Our normal business hours are from 8:00a.m. - 5:00p.m. EST with the exception
of rush or emergency repair situations.
Q: Do I need an RMA to send in an item for repair?
A: You do not need an RMA to send an item to ICR for repair, we will issue the item an RMA when we receive it.
Q: Do you repair this type of unit and how
much would it cost?
A: We look up the unit's manufacturer and model number in our computer system,
if we have a flat rate assigned to that item we will give the flat rate price to you. If we do not have a flat
rate price established for the item we will request that you send the unit in for a time and
Q: What is your turn around time?
A: Turnaround times vary from department to department. Our Customer Service
Representatives estimate turnaround times with the help of our automated reporting
system. The ARS calculates average turnaround times for each department
by analyzing the work that has been completed over the previous 3 week period.
We've found that this formula most accurately reflects the true experience
of the customer. Turnaround time estimates are also included in the quote
you will receive.
Q: Do you offer Rush or emergency repair services?
A: There is a 25% rush fee for expedited repairs. Rush repairs are normally completed
in 1-2 business days, depending on parts availability.
Q: What type of info do you need so we
can set up an account with ICR?
A: To complete new customer processing we require; current ship to and bill to
addresses, contact names and phone numbers, email address if applicable, method
and details of payment, credit references, shipping preferences and shipping