What You Need to Know About Rockwell’s Product Return Options

It’s one of the most frustrating scenarios a technician or maintenance manager can face: You’ve installed a brand-new Rockwell component–maybe a drive, PLC, or HMI–and when you power it up, it doesn’t work. You double-check the wiring, recheck the configuration, maybe even replace the power supply, and still, nothing. The product has failed straight out of the box.

That single failure can cost your facility hours or even days of downtime, not to mention all the labor burned troubleshooting and scrambling for a replacement. Unfortunately, that’s also when the next wave of frustration hits: figuring out how to return the product and get credited without triggering a maze of red tape.

The problem isn’t that Rockwell doesn’t offer a return process; it’s that most users don’t know how to navigate it, or worse, don’t realize there’s more than one type of return. If you choose the wrong one or submit the wrong documentation, you may not get credited at all or experience processing delays. That means eating the cost of a brand-new product that never worked.

This article will help you avoid that scenario entirely by showing you how to navigate Rockwell’s New Product Satisfaction Return (NPSR) and Quality Return processes the right way, before frustration turns into lost revenue.

The Real Problem: Failures Aren’t Just Technical, They’re Financial

It happens all the time. A plant installs new hardware during scheduled downtime over the weekend. Come Monday morning, the unit won’t boot. Now the team’s stuck trying to fix the failure, source a replacement, and file a return request all at once, often without clear direction. And the worst part? Many teams file the return incorrectly.

Some start a warranty claim when the issue falls under NPSR. Others try to use both, thinking they’ll “cover their bases,” only to have the request rejected. All of it leads to wasted time, delayed credits, and unresolved headaches. When the return is delayed, so is your ability to replace the unit. And when credit is denied, you’re stuck paying twice for a product you never got to use.

The root of the problem? Most people simply don’t understand how Rockwell’s return processes are structured, and Rockwell doesn’t make it obvious unless you go digging.

What Is an NPSR and Why Does It Matter?

The New Product Satisfaction Return (NPSR) is Rockwell’s process for returning brand-new products that fail within 24 hours of first being powered on. It exists for a reason: Rockwell wants to catch and address out-of-box issues that may result from manufacturing defects, internal damage, or packaging problems.

But that return window is strict. If a product fails after 24 hours of runtime, even if it’s still within warranty, it no longer qualifies for NPSR and must be handled as a warranty return instead.

To qualify for an NPSR:

• The product must be new, never repaired or remanufactured.
• It must fail within 24 hours of being powered on.
• It must show no signs of damage from installation, shipping, or misuse.
• It must be approved by Rockwell Technical Support through a TechConnect support ticket.

If you don’t have that last item, the return can’t be processed as an NPSR, no matter how new the product is.

This is where many teams go wrong. They assume their distributor can handle the return directly, skip the support ticket, and submit incomplete documentation. The return gets delayed. Frustration grows. And all the while, your line is still down or limping along with a workaround.

Warranty Returns vs. NPSR: Why the Difference Is Crucial

Here’s the other trap many manufacturers fall into: they confuse NPSR with a warranty return. These are not interchangeable processes.

NPSR (New Product Satisfaction Return)

• Used when a brand-new product fails within 24 hours
• Requires a technical support case number
• Filed as a Quality Return through Customer Care
• Aimed at receiving credit
• Replacement must be ordered separately and replaced with a new product

Warranty Return

• Used when a product fails after 24 hours of operation
• Does not require a support ticket or prior approval by Rockwell Technical Support
• Aimed at repair or exchange, not credit. The replacement unit is typically remanufactured if applicable

Submitting both types of requests for the same product is a surefire way to get your claim rejected entirely. That’s why it's critical to understand which process applies before you open any tickets.

The Bigger Risk: Losing the Credit You Deserve

What happens if you submit the wrong type of return? In many cases, nothing, meaning you lose your window to file the correct one. And if your facility discards the packaging, misplaces the RMA, or delays the return past the 45-day window, you could be out of luck.

The result? You’ve now paid full price for a product that failed immediately, tied up your budget with a duplicate order, and wasted hours of technician time on a situation that should’ve taken one call to fix.

This is why so many customers get discouraged. They feel like there’s no clear path to resolution, when in reality, the issue is almost always tied to not knowing how the system works.

What You’ll Need to Provide for an NPSR

If you're dealing with a product that failed within 24 hours of power-up, here’s how to kick off the New Product Satisfaction Return (NPSR) process the right way:

Step 1: Call Rockwell Technical Support

Before anything else, you’ll need to call Rockwell Automation Technical Support to troubleshoot the issue and confirm that the failure qualifies for an NPSR. You can reach Rockwell support here: Rockwell Technical Support Contact Page

During the call, support will walk through the failure with you. If they determine that the product is eligible for an NPSR, they’ll issue a support case number (also called an Oracle incident number). That number is your golden ticket; it’s required to process the return.

To speed up the process, have the following information ready when you call:

• Catalog number and serial number from the product label
• Date of installation and first power-up
• A clear, detailed failure description (symptoms, alarms, fault codes)
• A validated Rockwell support case

Step 2: Contact HESCO

Once you have your Rockwell support case number in hand, give us a call. Let your HESCO account manager or support contact know:

• That you’ve spoken with Rockwell support
• The issue has been confirmed as an NPSR
• That you’re ready to request a replacement

From there, we’ll take it from your hands and initiate the NPSR return and replacement process. We’ll handle the paperwork and communication with Rockwell, so you don’t have to.

Once the return is approved, you’ll receive an RMA (Return Material Authorization). Just make sure the product is shipped back within 45 business days; otherwise, the return will expire. If more time is needed, we can request a one-time extension from Rockwell.

What You’ll Need to Provide for a Warranty Return

If your product failed after 24 hours of operation but is still within its warranty period, it doesn’t qualify for an NPSR, but it can likely be returned through Rockwell’s Warranty Repair process.

Unlike NPSRs, warranty returns are handled through Rockwell’s Remanufacture and Exchange (REMAN) service and do not require a technical support case number. The process is more straightforward, but knowing what to provide upfront will keep things moving quickly.

Here’s what you’ll need:

• Catalog number and serial number from the product label
• Approximate date of installation or first use
• Description of the failure (what happened, when it occurred, any alarms or error codes)
• Customer site or location of the failed unit

What Happens Next

Once you’ve gathered the info above, contact your HESCO rep. We’ll process the return through Rockwell’s SAP system and choose the appropriate service:

• Priority Exchange if you need a replacement ASAP
• Economy Repair if you can wait for the unit to be fixed and returned

You’ll receive an RMA for the warranty return, just like with NPSR, and you’ll need to send the product back within the required timeframe. Rockwell will either send a remanufactured replacement or repair your unit, depending on which path was selected.

Here's How to Stay Ahead of the Problem

If you’ve made it this far, you understand the stakes. But knowledge alone doesn’t prevent mistakes; process does. Here’s how to make sure your team doesn’t get stuck next time:

1. Keep a return-readiness checklist on every new install: Track the power-on date, log the serial number, and note who installed it. If a failure occurs, you’ve got the documentation ready to go.
2. Train your techs to report failures before they leave the jobsite: Waiting even a day can disqualify an NPSR. A quick report to your lead or distributor rep is all it takes to protect the return.
3. Save packaging until the product passes inspection: Throwing away boxes too soon makes it harder to return the product or prove it was unused. Designate a short-term hold area for new install debris.
4. Contact Rockwell support immediately if something fails: Even if you think the issue is minor, get the support case opened. No ticket means no NPSR. Let them confirm the problem.
5. Let your distributor manage the process: We’re here to make this easier. At HESCO, we help customers determine the correct return type, submit documentation, coordinate RMAs, and track credit issuance. If you're unsure, ask us.

In the fast-moving world of industrial automation, product failure isn’t just a technical inconvenience; it’s a business risk. And when it happens right out of the box, it can become a major setback if you don’t know the right return path.

The problem isn’t that Rockwell’s system is broken; it’s that it’s nuanced. This nuance is necessary to make sure you get the exact service you need, but it can also make figuring out what you need a hassle.

If you don’t know the difference between an NPSR and a warranty return, or if you don’t have the right documentation, you’ll find yourself stuck in limbo while the clock keeps ticking on downtime and budget.

At HESCO, we’re here to help you solve that problem before it starts. If something goes wrong, don’t wait, guess, or go it alone—call us. We’ll help you get the process right the first time and turn a potential headache into a straightforward resolution.