CONTREX CX-1200 - Manual (Page 500)

Service - 3
SERVICE POLICY
Spare Parts
Contrex, Inc., will usually have an adequate
inventory of spare parts and circuit boards for all
standard products. However, purchasers are
encouraged to maintain a nominal supply of spare
parts to insure immediate on-site accessibility.
Instruction Manuals
Instructions for installation, maintenance and
troubleshooting are included in manuals that are
provided with the equipment. Repairs may be
performed in the field by competent customer
personnel; but in order to not invalidate the warranty
they must be made in strict accordance with
published instructions, and ONLY AFTER obtaining
approval of the Technical Service Department (such
repairs are usually limited to the replacement of
circuit boards and major subassemblies, not the
repair of these items).
OEM Service
In many instances Contrex, Inc., products are sold to
the original equipment manufactures or integrators
for inclusion in larger systems. In such cases the
obligations of Contrex, Inc., extend only to that
original purchaser. It is the latter's responsibility to
handle any service required by his customer, the end
user. Such problems can usually be solved by field
replacement of complete units. OEM's are
encouraged to buy and maintain a supply of
“loaners” for this purpose. Contrex, Inc., will
provide factory overhaul service at nominal charges
to support that OEM. Users of Contrex, Inc.,
products that were acquired as components of larger
systems may buy service or spare parts directly from
Contrex, Inc., at standard prices, but they must
appeal through the OEM for warranty service.
If Contrex, Inc., encounters trouble in the field
which appears to be the result of fault or inadequacy
of the system, Contrex, Inc., reserves the right to
recover service charges from the party that
authorized the service activity.
Contrex, Inc., recognizes that with each sale of its
product there are certain product obligations. This
document defines the limits of such obligations and
provides guidelines for the performance of related
services.
Applicability
This Service Policy shall apply to all product sales
of Contrex, Inc. However, it may be modified by
mutual consent. Thus, whenever an accepted
proposal contains wording inconsistent with this
policy, the proposal will prevail with respect to
specific sale or series of sales involved.
Applicability of this policy is also somewhat limited
in cases where products are sold to an OEM for
resale to user. See paragraph below entitled OEM
Service.
Service Personnel
Contrex, Inc., has a staff whose primary
responsibility is service - both factory service and
field (on-site) service. Personnel of this department
are usually available for service on a 24 hour notice.
To facilitate quicker handling of service requests,
either written or by phone, such requests should be
directed to the Contrex, Inc., Technical Services
Department.
Service Charges
Contrex, Inc., reserves the right to charge for all
services performed at the customers request with the
exception of factory service performed under
warranty. All on-site service is charged at flat-rate
per diem rates plus expenses. Any Contrex, Inc.,
product developing defects as defined in the warranty
during its effective period will be repaired or
replaced without charge, providing it is shipped,
prepaid, to Contrex, Inc., 8900 Zachary Lane North,
Maple Grove, Minnesota 55369.