CeilAir DX Series Betreibershandbuch PDF herunterladen (Seite 53)

(Mar, 2012)

CeilAiR OHS Series Installation, Operation & Maintenance Manual

ir Technology Systems, Inc.

5-1

5.0 Product Support

SATS provides its customers with Product Support

which not only provides technical support and parts

but the following additional services, as requested:

• Performance Evaluations

• Start-up Assistance

• Training

5.1 Technical Support

The SATS Technical Support Department is dedi-

cated to the prompt reply and solution to any problem

encountered with a unit. Should a problem develop

that cannot be resolved using this manual, you may

call (888) 529-1266 Monday through Friday from

8:00 a.m. to 8:00 p.m. EST. If a problem occurs after

business hours, provide your name and telephone

number. One of our service technicians will return

your call.

When calling to obtain support, it is important to have

the following information readily available, (informa-

tion is found on the unit’s nameplate):

• Unit Model Number

• SATS Sales Order Number

• SATS Item Number

• Unit Serial Number

• Description of Problem

5.2 Obtaining Warranty Parts

Warranty inquires are to be made through the Techni-

cal Support Department at (888) 529-1266 Monday

through Friday from 8:00 a.m. to 8:00 p.m. EST. A

service technician at SATS will troubleshoot the sys-

tem over the telephone with a ﬁ eld service technician

to determine the defect of the part. If it is determined

that the part may be defective a replacement part will

be sent via UPS ground. If the customer requests

that warranty part(s) be sent by any other method

than UPS ground the customer is responsible for

the shipping charges. If you do not have established

credit with SATS you must give a freight carrier ac-

count number.

A written (or faxed) purchase order is required on

warranty parts and must be received prior to 12:00

p.m. for same day shipment. The purchase order

must contain the following items:

• Purchase Order Number

• Date of Order

• SATS Stated Part Price

• Customer Billing Address

• Shipping Address

• Customer’s Telephone and Fax Numbers

• Contact Name

• Unit Model No., Serial No. & SATS Item No.

The customer is responsible for the shipping cost

incurred for returning the defective part(s) back to

SATS. Return of defective part(s) must be within 30

days at which time an evaluation of the part(s) is

conducted and if the part is found to have a manufac-

turing defect a credit will be issued.

When returning defective part(s) complete the Return

Material Authorization Tag and the address label

received with the replacement part.

See the SATS Standard Warranty located in section

one of this manual.

5.3 Obtaining Spare/Replacement Parts

Spare and replacement parts requests are to be

made through Product Support by fax (301) 620-

1396, telephone (240) 529-1399 or E-mail (parts@

stulz-ats.com). Quotes are given for speciﬁ ed listed

parts for a speciﬁ c unit.

SATS accepts Visa and MasterCard. SATS may ex-

tend credit to its customers; a credit application must

be prepared and approved (this process could take

one week).

A 25% minimum restocking charge will be applied on

returned stocked parts that were sold as spare/re-

placement parts. If the returned part is not a stocked

item, a 50% restocking charge may be applied.

Additionally a Return Material Authorization Number

is required when returning parts. To receive credit

for returned repair/replacement parts, the parts must

be returned to SATS within 30 days of the purchase

date. Spare part sales over 30 days old will be

considered ﬁ nal and the parts will remain the sole

property of the ordering party.

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