Service & repair

A broken hand gets fixed here

We run after-sales for the hands we sell. One ticket, a diagnosis in San Francisco, a clear call on who's responsible, then the fastest way back to work: repair in SF, repair at the factory, or a swap from our SF stock.

Open a repair request Talk it through first

How a repair works

Five steps, one case number from start to finish.

ReportEmail the serial number, a video of the fault and the host-software logs. You get a case number.
Remote triageWe go through the video and logs with you. Software, configuration and usage problems can be fixed here, with nothing shipped.
Responsibility callManufacturing defect, use, shipping or setup. We write down the diagnosis and the evidence behind it.
FixRepair in SF, repair at the factory, or a swap from SF stock. A swap can go out first, with the repair after.
Back in serviceThe hand comes back, we confirm it works, and the case is closed.

Path A

Repair in San Francisco

Our own technicians handle simple repairs and spare-part swaps at our SF building. Ship it in or drop it off; the hand stays in the US.

Path B

Repair at the factory

For faults inside the hand's actuators and transmissions, common on high-DOF hands. We ship it back and track it until it returns.

Path C

Swap from SF stock

We ship a replacement unit from San Francisco, so you keep working while the original is repaired.

Who is responsible

Every case gets one of these calls, based on the video, the logs and the unit on our bench. You see the reasoning, not just the verdict.

Manufacturing defectA fault in the hand itself. We document it and take it up with the manufacturer for you.
Use or environmentDamage from how the hand was driven or where it ran, for example host-software commands too fast or past a joint's range. We quote the repair before we start.
Shipping damageDamaged in transit. We record the condition on arrival.
Our setupTraced to integration or service work we did.
Under reviewWhen the cause isn't clear yet, the case says so until it is.

Fixed here, or at the factory

In San Francisco

What we handle

Firmware, software and configuration problems
Calibration
Host-software setup and safe operating limits
Simple mechanical repairs
Spare-part swaps for the hands we stock

At the factory

What goes back

Faults inside actuators and transmissions
Repairs that need the manufacturer's tooling or parts
Most internal repairs on high-DOF hands

A swap from SF stock can cover the time it is away.

What to send

The faster we see these, the faster the call.

Serial number of the hand (and glove, if one is involved).
A short video of the fault. Show the command and the motion, e.g. the finger that jams or the skin that is lifting.
Host-software logs, with the software version.
What happened just before: the task, the speed and angles commanded, and whether your work is stopped.

Open a repair request

From October 2026, repaired hands get a Dexterity Card before and after the repair. What's on a card

For hand manufacturers

Selling in the US without a repair bench here? We can run intake, diagnosis, the responsibility call, local repair and swaps for the hands we sell, and send you only the units that need the factory. Measurements of a repaired hand go to the maker first, who may ask us to delay publication for a limited period; results are always published in the end.

Discuss US after-sales For vendors