Installation manual

CM-02-001
TYTANu DI Water Heater
O.I. 6/27/03 Installation, Operation and Maintenance Manual
ECO page 20
6.2 Service Policy:
Process Technology supports its product line with a strong technical support and field service program. If your TYTAN™ DI
Water Heater fails to perform properly, follow the outlined steps for resolution.
Note: If the unit was damaged in transit, contact the freight carrier directly. Process Technology is not
responsible for shipping damage.
1) Verify connections and program parameters.
2) Contact the Process Technology Technical Service Group. When placing this call, please have available the model
number and serial number of the unit (located on the system tag), information about the application of the equipment,
and information regarding the chemical constituents of the process fluid. The Service Technician will evaluate the
situation and determine a course of action for troubleshooting and repair.
3) If the Technician determines that the unit should be returned to the factory for evaluation, a Return Material
Authorization (RMA) Number will be issued. A return will not be accepted without prior authorization.
Note: Equipment must be returned to Process Technology within 30 days of return authorization.
Typically, the TYTANu DI Water Heater will not have been exposed to chemicals. However, Process Technology
personnel are instructed to handle any returned equipment as if it contains residual chemicals. A package containing
returned equipment will not be opened until chemical information is received. Therefore, Process Technology requires
that the following procedures be followed for all returns, whether or not they are likely to contain chemical residues.
To protect the safety of Process Technology’s workers and any others that may come in contact with this equipment in the
course of transport, evaluation, and repair, Process Technology requires that these practices be followed in returning the
equipment to the factory:
1) Rinse the equipment until it is free of any chemical residues and drain any fluid from elements and piping. This is
required for safe transport and handling of the equipment.
2) Wrap the unit in plastic and secure. Make sure that it does not leak. (Process Technology is not responsible for
damage caused by leakage during shipping.)
3) Carefully package the unit for shipment.
4) Indicate the type of chemical (this includes DI Water) that was in use at the time of failure. Include this information on
the packing slip or place the information on the outside of the box. Process Technology will not risk exposure of its
personnel to unknown chemicals. A return will not be evaluated until chemical information is received.
5) Clearly mark the outside of the box with the RMA number.
6) Ship the component to Process Technology via prepaid freight.
Upon receipt of a returned unit, Process Technology will follow these steps:
1) The equipment will be carefully unpacked, inspected and cleaned, and an evaluation will be done.
2) A Process Technology technician will contact the customer with information regarding the scope of work to be
performed, the cost, and the amount of time needed.
3) After a purchase order and authorization to perform the repair are received, the repairs will be completed and the unit
returned.
4) If the returned unit has been used in a chemical application and Process Technology determines that it is not
repairable, the equipment will be returned at Process Technology’s expense to the customer site for proper disposal.