CONTREX MLP-Drive - Manual (Page 199)

Warranty - 3
SERVICE POLICY
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.
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.