Specifications

Version 1.1 rev Jan 2013
Page 108
iXon Ultra
Appendix
D.3 - Hardware Remediation
D.3.1 If the issue cannot be resolved remotely and a fault has been diagnosed, a Return Materials Authorization
(“RMA”) number will be issued. This RMA number will be valid for 30 days from the date of issue. An RMA
number must be obtained from Andor prior to the return of any material. The RMA number must appear clearly
on the outside of the shipping container and on return paperwork included inside the package.
D.3.2 Following allocation of a RMA number by Andor, the Customer shall ship the PART to Andor at customer
expense. The customer is responsible for return shipping and insurance costs. Any products returned without an
RMA number may be refused and returned to the customer at their expense. Andor shall provide a single point of
return for all products.
D.3.3 On receipt of the part at the Andor repair facility, Andor shall carry out the necessary fault diagnosis and repair
and return the part to the Customer.
D.3.4 The method of shipment and choice of courier for the return will be at Andor’s discretion. Delivery Duties Unpaid
(DDU) Incoterms 2000: Andor does not guarantee the arrival time of the part.
D.3.5 Customer must adhere to Andor packing instructions (including anti-static precautions) when shipping the
defective unit, as any damage incurred during shipment to Andor will not be covered under warranty. The
packing instructions can be obtained from Andor as part of the request procedure.
D.3.6 If the part is not economically repairable then a replacement part (new or refurbished) will be supplied at Andor ‘s
discretion and expense.
D.3.7 In case of replacement, the replacement unit becomes the property of the Customer on an exchange basis.
D.3.8 In case of misuse, the Customer will be contacted to decide the course of action. These actions may include:
• Scrapping the part
• Return of the defective unrepaired part to the Customer
• Replacement with a new or refurbished part. Andor will invoice the customer the full merchandise contracted
customer price of the unit
D.3.9 Unless elsewhere agreed between the Customer and Andor, this service does not include root cause analysis,
the provision of fault reports or lead-time and performance metrics.