Service Policy (2015)

Effective March 1, 2015


Warranty
Warranty for all new instruments is for a period of one year to be free of defects due to workmanship under normal use. Instruments that have an out of the box failure (reported within 15 days of shipment) will be replaced at the discretion of the company. Used instruments will have a 6-month limited warranty. Warranty covers parts, labor and shipping from the manufacturer and will receive calibration certification at no charge.

Warranty Repairs: Equipment under warranty will be repaired and calibrated at no charge to the customer and shipped 2nd day air.  Customer is responsible for all shipping charges to the factory.

Warranty Parts: Parts replaced under warranty are no charge. Distributors can submit a P.O. for warranty parts to perform repairs on site.  Parts will be shipped 2nd day air with a credit to be issued when the manufacturer receives the defective parts and the Merchandise Return for Credit Form

Warranty Replacement: The Company may, at its discretion, choose to replace a device that has experienced an out of the box failure (within 15 days of shipment).  A replacement device will be shipped and billed with credit to be issued upon return of the defective device and a Merchandise Return for Credit Form.

Returns: All returns must include a Merchandise Return for Credit Form. All returns not for warranty replacement are subject to a 10% restocking fee.  Items returned without the Merchandise Return for Credit Form will be refused.

Repair Rates: All out-of-warranty repairs will be performed at a rate of $225.00 per hour and billed in half hour increments (1 hour minimum).  All Repairs are covered by a 90 day warranty and covers the repaired parts only.

Calibration: All repairs may be calibrated and certified at the customer’s request. Additional charges apply.

Distributor Discount: Authorized distributors will be charged standard distributor pricing on all parts used for an out-of-warranty repair and will also receive a 25% discount on labor and calibration, provided a service handling form is included with the repair.

Non-Authorized Distributors: All non-authorized distributors who contact the service department in regards to any technical related questions must have purchased a service manual for the device and will be billed at a rate of $225.00 per hour, or a minimum of $112.50 per call. This payment will need to be made at the time of the call via credit card. In addition, any parts orders that are placed by a non-authorized dealer will be priced at the current suggested retail price and total a minimum of $50.00 per order.

Service Handling Form: All repairs must be accompanied by a Service Handling Form.  Units received without a Service Handling Form will not receive any distributor discount.  Warranty repairs without a Service Handling Form will be charged a $50 administrative fee.