The most potent single tower antenna systems ever seen in Amateur Radio
Support
Sales and Customer Service
For technical support, please do not call our main line – all technical support inquiries start via email. See below for more on the technical support process.
Sales orders can be placed online or by email. To place an order online, please visit the Shop section of our website. Note that the search bar on our shop page can search by description or part number-99% of our products are available via online purchase. Email is great for prior-to-order questions or questions regarding lead times and shipping/billing questions – email at sales@steppir.com. If assistance is needed in selecting a particular part, or help is needed in selecting the correct antenna system, we are available 9:30-4:30 PST for telephone inquiries at 425.453.1910. Note that we no longer take sales orders via telephone.
Technical Support Inquiries
SteppIR tests every individual element housing unit (EHU), relay switch box and every electronic controller before shipping. All new antenna orders are shipped with factory prewired control cable. The odds of there being a manufacturing defect as part of a new antenna installation are extremely low.
For those that are still having issues on new installations, or those that are having issues with existing installations, the first step to take before contacting SteppIR about an issue, is to follow the troubleshooting tips on the below link. If you cannot solve the problem on your own, all support inquiries for SteppIR originate with an email to support@steppir.com.
To save time, be sure to submit your email with your voltage and resistance test results. You can either save them as a PDF file or take picture of each page with your test results and submit attached to your email to us – this will be required by our technicians before starting the troubleshooting process, and if you submit a request email without taking this first step, we will then ask you to perform these tests.
EHU Identification and Selection
This is a great resource for determining the correct EHU for a given antenna, whether you need to order a new one or have issues with an existing EHU
Returning Products for Repair
In the event of a failure of a SteppIR product that cannot be remedied by technical support, there are several options available to facilitate repair. Our goal is to provide fast and fair support to our customers. All of the options below are tailored to get you up and running again as soon as possible. Note that we no longer do repairs on element housing units (EHU’s) unless the product is still in the warranty period. Non-warranty repairs are done at a shop rate of $152/hr + parts + shipping.
Controller Trade-In:
At SteppIR, we understand that there may be a desire for our customers to upgrade to the latest electronic controller. To help with this decision, we offer credits toward new controller purchases as follows:
- Fluidmoton/original controller, working or defective: $150 credit towards new controller purchase.
- SDA 100 defective; $200 credit towards new controller purchase.
- SDA 100 in good working condition: $300 credit towards new controller purchase.
Note that on any credits, the controllers must be shipped back to SteppIR at the customer’s expense. An RMA form will be required for the old controller to be sent in, after making the purchase: https://consumer.steppir.com/support/rma-repair-form/
Controller Repair:
We offer repair services for damaged controllers. Fill out an RMA form following the link below:
Firmware Update:
Having trouble updating your controller? Send us your controller and we will perform the firmware update for you, just pay shipping. Fill out an RMA form below and indicate the firmware update in the description.
