Not all units are eligible to be part of our Service program (SP). Service program eligibility is based on the units’ purchase date and calibration history.
The previous Service Program eligibility ended after 7 years after the purchase date, but with our new change from 4/29/24, eligibility has now been updated to the lifetime of the units as long as they are sent in in a regular cadence (one or two year cycles).*
Only X2 units are eligible for the 2-year cycle. ThinX meters count as a Xi, and only are eligible for the 1-year service program cycle. With the service program, units must be sent in annually (or every 2 years, if applicable) in order to remain in the service program.
If units are removed from the SP because they were not sent in for a year, not sent in within the allotted year time frame, or because the customer wishes to remove them, they cannot be added back to the service program at a later date. Once they are out, they are out.
The service program comes with a 7 (seven) business day turnaround time, versus the standard 15 business day turnaround for non-service program units. The 7 business days includes repair if needed, whereas the 15 business days does not include potential repair time since we would need approval since that price would change.
Repairs and replacements of units are covered completely with the service program pricing, and do not require approval since it is included in the pricing. Service program units/pricing also covers the replacement of broken accessories, such as the carrying case or cables, free of charge.
Because of all of the perks, pricing for the SP is slightly higher than non-SP pricing.