Specifications
55
Policies and Procedures continued
5. Credit for Return of New, Unused Equipment
a. No equipment will be accepted beyond six months after date of shipment from factory for credit.
b. Only new, unused and undamaged standard equipment will be accepted for return to stock.
c. All credits are based on evaluation and acceptance of material as new and unused by Pulsafeeder. You will be requested to
acknowledge the condition of the product being returned on our packing list. Any product received that is deemed to be unsafe
for handling or without this acknowledgement will be refused by our receiver.
d. A restocking fee of 25% will apply to returned goods. When a PO is provided for a replacement item at the time of the return
request the restocking fee will be 15%. Note: any product mounted on a panel or skid will be charged a 50% re-stocking fee.
e. A request for a Returned Material Authorization (RMA) number must be made prior to returning product to Pulsafeeder.
f. All equipment shall be returned with the RMA Packing List form attached to the outside of the box.
g. If any chemical, solvent or buffer has been introduced into the product it must be wiped and flushed clean of any and all sub-
stances prior to returning to Pulsafeeder.
h. All material shall be returned freight prepaid.
i. Private label products or Engineered Panel Mount Systems are not returnable.
6. Pricing Errors
a. Pulsafeeder does their very best to avoid errors in billing. You will receive a confirmation of your order within 24 hours of order
entry. If upon review the customer feels there is a discrepancy, they should contact Pulsafeeder Customer Service as soon as
possible to resolve.
b. Should an invoice be received that the customer believes to have incorrect pricing, they should notify Pulsafeeder Customer
Service to investigate.
7. Missing Items
a. If a product is received by the customer with an item missing the customer must notify Pulsafeeder Customer Service within 7
days of receipt of the product by the end user. A replacement item will be sent at no charge as quickly as possible.
b. If a shipment is received by the customer with a line item missing they must notify Pulsafeeder Customer Service within 7 days
of receipt of the product by the end user. If the customer had been billed for that item, a credit will be issued against the original
Sales Order and a new Sales Order will be created for the replacement product.
8. Damaged Items
a. Should the customer receive an order that was damaged in transit, the customer must notify the carrier directly to initiate a claim
on the day of delivery.
b. Should the customer receive a product with damaged components due to improper packaging they should notify Pulsafeeder
Customer Service within 7 days of receipt of product by end user. A replacement item will be sent at no charge as quickly as
possible.
9. Technical Support Services Available
a. Pulsafeeder’s Technical Sales Support team is available to provide all your sales and support needs. The principle mission of
this group is to sell and support our customer base in a timely and effective manner. This includes the ability to provide in-field
service training, assistance in start-up of our products and perform field repair of goods when required.
b. Scope
Pulsafeeder, Inc. factory Field Service Technicians are available throughout the World for field services on all Pulsafeeder prod-
ucts. Services include:
i. Maintenance Training Seminars, including Classroom slide presentations and or Hands-on Training. The seminar will
take approximately four to five hours, and if time permits minor repair and or adjustments may be made to the cus-
tomer’s pumps, controllers or accessories.
ii. Pre-start up inspections and start up testing/calibration of pumps, controllers and accessories.
iii. Field repairs of pumps controllers and accessories
iv. Diagnosing and recommending solutions to systems problems.
(1)
All rates listed in this section are actual hourly and daily rates, not reference rates
Fee Schedule
Field Repairs and Start-ups
Service Rate
(1)
Normal 8 hour day $98.00/hour
Overtime (in excess of 8 hrs, each day) $148.00/hour
Sundays, National Holiday $195.00/hour
Travel time to job site and return $87.00/hour
Travel expenses (air fare, hotel, car and meals) Chargeable to customer at cost
Minimum charge 4 hours labor, plus travel time and expenses
End User Training Seminars
Normal work day $750.00/day plus expenses (air fare, car rental, hotel and meals at cost)
Sundays, National Holiday $1495.00/day plus expenses (air fare, car rental, hotel and meals at cost)