User manual

CPAT FLEX (DSG1)
20
Appendix B – Our Services
Efgis offers a portfolio of services to deploy and support purchased equipment through its
Customer Support organization. Customer Support is standard with every product sale and
consists of business hour technical assistance, in-warranty repair and calibration.
B.1 System
Customer Support is accompanied with the sale of every Efgis product. Customer Support
services include:
• Product and Service Literature
• Technical Assistance (Business Hours)
• Equipment Repair (Under Warranty Repair and Calibration Services)
• Equipment Return Authorizations
Contact a Customer Support representative through your local distributor or by visiting
www.efgis.com for information on calibration and warranty policies.
B.1.1 Equipment Return Instructions
Please contact your local Customer Support location via telephone for Return Authorization
to accompany your equipment. For each piece of equipment returned for repair, attach a tag
that includes the following information:
• Owner’s name, address, and telephone number
• The serial number, product type, and model
• Warranty status (If you are unsure of the warranty status of your instrument,
contact Efgis’ Customer Support)
• A detailed description of the problem or service requested
• The name and telephone number of the person to contact regarding questions
about the repair
• The return authorization (RA) number
If possible, return the equipment using the original shipping container and material. If the
original container is not available, the unit should be carefully packed so that it will not be
damaged in transit; when needed, appropriate packing materials can be obtained by con-
tacting Efgis Support. Efgis is not liable for any damage that may occur during shipping.
The customer should clearly mark the Efgis’ issued RA or reference number on the outside
of the package and ship it prepaid and insured to Efgis.
Equipment repaired or replaced under warranty will be returned at Efgis’s expense to Cus-
tomer (Canada/USA) or Efgis’ representative (all other countries).
B.2 Limited Product Warranty
B.2.1 Hardware
Efgis warrants to the original end user (Customer) that the new Efgis branded products will
be free from defects in workmanship and materials, under normal use, for one (1) year from
the date of original shipment.
Efgis warrants repaired products for ninety (90) days from date of shipment. Any Product
repaired or replaced under warranty is only warranted for the period of time remaining in the
original warranty for the Product.
Any third party products, including software, included with Efgis products are not covered
by this Efgis warranty and Efgis makes no representations or warranties on behalf of such
third parties. Any warranty on such products is from the supplier or licensor of the product.
B.2.2 Software
Efgis warrants to the Customer that new Efgis branded software and rmware will perform
in substantial conformance to program specications for a period of ninety (90) days from
the date of original shipment. Efgis warrants the media containing software against failure
during the warranty period.
Efgis makes no warranty or representation that the operation of the software products will
be uninterrupted or error free, or that all defects in the software products will be corrected.
B.2.3 Exclusions
This warranty excludes:
• Damage to the physical surface of the product, including cracks or scratches to
any part.
• Damage caused by misuse, neglect, improper installation or testing, unauthorized
attempts to open, repair, or modify the product, or any other cause beyond
the range of the intended use.
• Use of the product with any non-recommended device or service if such device
or service causes the problem.
• Installation or maintenance of Product by someone other than Efgis or persons
certied by Efgis.
• Changes to the Customer environment in which Product was installed.