GSI Group Electronics Service Center Warranty and Repair Policies and Procedures

Transcription

1 GSI Group Electronics Service Center Warranty and Repair Policies and Procedures

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3 GSI Group Electronics Service Center Warranty and Repair Policies and Procedures Section 1 Warranty Processing Procedures 1. a Warranty Policy Statement 1. b Diagnosis & Field Repair of Electronic Controls 1. c Return Procedures for Electronics to be Evaluated for Warranty 1. d Warranty Evaluation & Credit Approval/Denial Process Section 2 Return for Repair Processing Procedures 2. a Repair Policy Statement 2. b Return Procedures for Electronics to be Repaired 2. c Electronics Repair Procedures 2. d Return to Dealer Procedure Section 3 GSI Group Limited Warranty Statement Section 4 Denied Warranty and Item Disposition Request Form Section 5 Electronics Return Information Form 3

4 Section 1 Warranty Processing Procedures 1. a Warranty Policy Statement The GSI Group, LLC ( GSI ) warrants products which it manufactures to be free of defects in materials and workmanship under normal usage and conditions for a period of 12 months after sale to the original end-user or if a foreign sale, 14 months from arrival at the port of discharge, whichever is earlier. The end-user s sole remedy (and GSI s only obligation) is to repair or replace, at GSI s option and expense, products that in GSI s judgment, contain a material defect in materials or workmanship. Expenses incurred by or on behalf of the end-user without prior written authorization from the GSI Warranty Group shall be the sole responsibility of the end-user. The complete GSI Group limited warranty statement can be found in Section 3. As a matter of convenience for our Dealers and their Customer s and to allow for shelf life of controls and parts, GSI agrees to warrant all electronic ventilation controls manufactured by Thevco and Hired Hand for a period of twenty-four months from the date of manufacture of the control components by Thevco or Hired Hand. Date of manufacture is determined by the date code on the serial number or QC label found on each circuit board. If the date of manufacture can not found on the item being returned, the Dealer will need to furnish the original invoice number that the item was purchased on. Date of failure is determined by the date of issuance of the Returned Materials Authorization or RMA which is required to return the failed component for evaluation. Items listed on an RMA must be returned to GSI within six months of the date of issuance or the RMA will be void. In the unlikely event that a control component is found to be out of warranty based on exceeding the twenty-four months from date of manufacture to date of failure but the purchase of the control by the original end-user was less than twelve months prior to failure, warranty will be granted upon receipt of proof from the Dealer to verify the purchase date by the original end-user. This is assuming that the control is found to have warrantable defects in material or workmanship and did not fail as a result of abuse, misuse, over-current, etc. 1. b Diagnosis & Field Repair of Electronic Controls Upon report of a control failure from the field, the following procedures must be followed for the warranty to be in effect: A qualified Service Technician from the Dealership must trouble shoot the control to determine the cause of failure. Care must be taken to rule out non-warrantable issues such as blown fuses, loose connections, etc. Credit will not be issued for items returned for warranty evaluation that have no defect. GSI provides technical assistance by telephone to assist Dealer s Service Technicians in diagnosing control problems. For technical support of GSI electronic controls call: AP Tech Support Phone :00 AM 5:00 PM Central, Monday through Friday 4 Cumberland and Hired-Hand Tech Support Phone :00 AM to 5:00 PM Central, Monday through Friday

5 3. Once the problem has been diagnosed and the defective component has been identified, it should be replaced by a part from the dealers stock or a replacement can be ordered for shipment from GSI. Any parts shipped from GSI for replacement of defective components to be returned to GSI for warranty evaluation will be charged to the dealer along with the cost of freight. 1. c Return Procedures for Electronics to be Evaluated for Warranty 1. Contact your AP, Cumberland or Hired-Hand Customer Service Representative (contact a CSR representing the GSI division that originally invoiced the component being returned) to request a Returned Materials Authority or RMA. The failure date of the control component is established by the date of issuance of the RMA so it is beneficial to register the problem as soon as possible by requesting an RMA. More than one item can be listed on an RMA. Items listed on an RMA must be returned to GSI within six months of the date of issuance or the RMA will be void. The following information is required when requesting an RMA for warranty evaluation: a. b. c. The part number of the item being returned for evaluation A description of the problem with the item being returned The invoice number that the replacement part was purchased on If the item that is being returned is being ordered at the same time that the RMA is being requested, it will not be necessary to furnish an invoice number for the replacement item. The replacement order and RMA will be cross referenced at that time. 2. Fill out an Electronics Return Information Form for the item(s) being returned. This form will provide the Technician performing the evaluation information regarding the item(s) being returned including mode of failure. A copy of the Electronics Return Information Form can be found on the back cover of this manual or an Excel template can be downloaded at A complete and detailed Electronics Return Information Form is required to quickly process your warranty claim. Incomplete forms will result in a substantial delay in warranty evaluation and processing. 3. Package the item(s) being returned in a manner to protect it from further damage during shipment and enclose a copy of the filled out Electronics Return Information Form with the item(s) being returned. Clearly label the outside of the package with the RMA number. More than one item can be returned in a package however all RMA numbers must appear on the outside of the package and all items must be listed on an Electronic Return Information Form. 4. Ship the items to be returned pre-paid to: GSI Group Electronics Service Center 1759 County Road 68 Bremen, AL

6 Section 1.d Warranty Evaluation & Credit Approval/Denial Process 1. Returned components will be evaluated and tested by Service Center Technicians to determine if the item has warrantable defects in material or workmanship. The following are examples of issues or conditions that are NOT covered by warranty: a. b. c. d. e. f. g. h. Damage from power surge such as lightning Broken knob stems Broken, cracked or drilled circuit boards Overlays or labels damaged by pressure washer Excessive corrosion on components or solder Serial number or QC labels tampered with or removed Evidence of abuse or neglect Evidence of modification The date of manufacture of the item as stated on the serial number or QC label will be cross referenced against the date that the RMA was issued to determine if the item failed within twenty-four months of the date of manufacture. If the item is determined to have warrantable defects and failed within the warranty period, a credit will be issued to the Dealership against the invoice for the replacement part as furnished when the RMA was issued or a new replacement will be furnished. If the item is determined to NOT be covered by warranty, the Dealer will receive a notice from GSI stating the reason for warranty denial and requesting disposition on the item that was returned. The options for disposition include: a. b. c. Repair and return the item to the Dealership assuming that the item is one that is repairable and that it is in repairable condition. Charges for the repair will be at the standard flat rate and the cost of freight to return the repaired item to the Dealer will be added to the invoice. Return the item to the Dealer in as is condition. Charges for freight to return the item to the Dealer will be invoiced to the Dealer. Dispose of the item at GSI. No response after 15 days to the request for disposition will result in the items being disposed of at GSI and no credit will be issued to the Dealer. A copy of the Denied Warranty and Item Disposition Request Form can be found in Section 4. 6

7 Section 2 Return for Repair Processing Procedures Section 2.a Repair Policy Statement The GSI Group Electronics Service Center repairs or coordinates the repair of many of the components of electronic controllers that are manufactured by Hired-Hand and Thevco and sold by AP, Cumberland and Hired-Hand Dealers. Components that are sent to the Service Center for repair will be repaired and returned to the Dealer and will not be exchanged for a different unit. Dealers will be invoiced for the cost of repair according to the published flat rate schedule. Items that are not listed on the flat rate schedule are not repairable and should not be sent to the Service Center. Freight charges to return the components to the Dealer will be added to the invoice. Electronic components repaired by the GSI Group Electronics Service Center are warranted for a period of 90 days from the date of the invoice for the repairs performed. The GSI Group reserves the right to decline the repair of a control component. The following are examples of issues or conditions that will result in a component NOT being repaired by the Service Center: a. b. c. d. e. f. g. Evidence of damage from lightning or other power surge Coating applied to the board to seal it from moisture and resulting corrosion Cracked or damaged circuit boards Heavy corrosion on components or solder Punctured over-lay or label Field modification of the component Any previous repair to the board Boards that have been previously repaired by the Service Center can not be repaired again. Previously repaired boards can be identified by a label which dates the original repair or by an R suffix added to the serial number. All repairs are logged by serial number. NOTE: Knobs, push buttons and ribbon cable connectors on TC4 and TC5 front boards are excluded from this policy and can be repaired again. 7

8 Section 2. b Return Procedures for Electronics to be Repaired 1. Contact your AP, Cumberland or Hired-Hand Customer Service Representative (contact a CSR representing the GSI division that originally invoiced the component being returned) to request a Returned Materials Authority or RMA. More than one item can be listed on an RMA. Items listed on an RMA must be returned to GSI within six months of the date of issuance or the RMA will be void. The following information is required when requesting an RMA for repair services: a. The part number of the item being returned for repair b. A description of the problem with the item being returned 2. Fill out an Electronics Return Information Form for the item(s) being returned. This form will provide the Technician performing the repair information regarding the item being returned including mode of failure. A copy of the Electronics Return Information Form can be found on the back cover of this manual or an Excel template can be downloaded at A complete and detailed Electronics Return Information Form is required to quickly diagnose and repair your control component. Incomplete forms will result in a substantial delay in processing your repair. If a Dealer requires a purchase order number for the invoicing of repair charges, the PO number must be listed on the Electronics Information Form Package the item(s) being returned in a manner to protect it from further damage during shipment and enclose a copy of the filled out Electronics Return Information Form with the item(s) being returned. Clearly label the outside of the package with the RMA number. More than one item can be returned in a package however all RMA numbers must appear on the outside of the package and all items must be listed on an Electronic Return Information Form. Ship the items to be returned pre-paid to: GSI Group Electronics Service Center 1759 County Road 68 Bremen, AL

9 Section 2. c Electronics Repair Procedures The following standard procedures are followed in the repair of a control component: 1. The Electronics Return Information Form which is filled out by the Dealer and shipped with the component to be repaired is reviewed to determine the defect to be addressed. 2. The returned item will be evaluated to determine if it is repairable. Items sent in for repair must be clean and in reasonable condition. The Dealer will be contacted if an item returned to be repaired is determined to be unrepairable for any reason in order to determine disposition of the item. 3. Items that are determined to be in repairable condition will be sent to the Service Technician for repair. Using the Electronics Return Information Form and test equipment designed specifically for the returned item, the Technician will determine the cause of the failure. It is very important that the description of the problem(s) with the component is as detailed as possible in order to accurately diagnose all problems with the returned item. All components determined to be failed by the test procedure will be replaced. If the technician is unable to diagnose the problem or find a reasonable solution to repair the item the item will be determined to be unrepairable. The Dealer will then be contacted to determine disposition of the returned item. 4. The item will be required to pass the same stringent testing procedures that it was required to pass when it was originally built using a test fixture designed to replicate its operation in the field. If the test procedure exposes a previously undetected problem, the Technician will complete the repair and retest the unit until it passes or is determined to be unrepairable. Section 2. d Return to Dealer Procedure After repairs, testing and packaging has been completed, repaired components will be returned to the Dealer s place of business unless an alternate ship to address was provided by the Dealer on the Electronics Return Information Form. Freight charges to ship the repaired components will be added to the invoice for repairs. 9

10 Limited Warranty The GSI Group, LLC. ( GSI ) warrants products which it manufactures to be free of defects in materials and workmanship under normal usage and conditions for a period of 12 months after sale to the original end-user or if a foreign sale, 14 months from arrival at port of discharge, whichever is earlier. The enduser s sole remedy (and GSI s only obligation) is to repair or replace, at GSI s option and expense, products that in GSI s judgment, contain a material defect in materials or workmanship. Expenses incurred by or on behalf of the end-user without prior written authorization from the GSI Warranty Group shall be the sole responsibility of the end-user. Warranty Extensions: The Limited Warranty period is extended for the following products: Product Warranty Period Performer Series Direct Drive AP Fans and Fan Motor 3 Years Flooring All Fiberglass Housings Lifetime All Fiberglass Propellers Lifetime Feeder System Pan Assemblies 5 Years ** Cumberland Feed Tubes (1.75" & 2.00") 10 Years * Feeding/Watering Centerless Augers 10 Years * Systems Watering Nipples 10 Years * Grain Systems Grain Bin Structural Design 5 Years Grain Systems Portable & Tower Dryers 2 Years Farm Fans Portable & Tower Dryer Frames Zimmerman and Internal Infrastructure 5 Years * Warranty prorated from list price: 0 to 3 years no cost to end-user 3 to 5 years end-user pays 25% 5 to 7 years end-user pays 50% 7 to 10 years end user pays 75% ** Warranty prorated from list price: 0 to 3 years no cost to end-user 3 to 5 years end-user pays 50% Motors, burner components and moving parts not included. Portable Dryer screens included. Tower Dryer screens not included. GSI further warrants that the portable and tower dryer frame and basket, excluding all auger and auger drive components, shall be free from defects in materials for a period of time beginning on the twelfth (12 th ) month from the date of purchase and continuing until the sixtieth (60 th ) month from the date of purchase (extended warranty period). During the extended warranty period, GSI will replace the frame or basket components that prove to be defective under normal conditions of use without charge, excluding the labor, transportation, and/or shipping costs incurred in the performance of this extended warranty. Conditions and Limitations: THERE ARE NO WARRANTIES THAT EXTEND BEYOND THE LIMITED WARRANTY DESCRIPTION SET FORTH ABOVE. SPECIFICALLY, GSI MAKES NO FURTHER WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR USE IN CONNECTION WITH: (i) PRODUCT MANUFACTURED OR SOLD BY GSI OR (ii) ANY ADVICE, INSTRUCTION, RECOMMENDATION OR SUGGESTION PROVIDED BY AN AGENT, REPRESENTATIVE OR EMPLOYEE OF GSI REGARDING OR RELATED TO THE CONFIGURATION, INSTALLATION, LAYOUT, SUITABILITY FOR A PARTICULAR PURPOSE, OR DESIGN OF SUCH PRODUCTS. GSI shall not be liable for any direct, indirect, incidental or consequential damages, including, without limitation, loss of anticipated profits or benefits. The sole and exclusive remedy is set forth in the Limited Warranty, which shall not exceed the amount paid for the product purchased. This warranty is not transferable and applies only to the original end-user. GSI shall have no obligation or responsibility for any representations or warranties made by or on behalf of any dealer, agent or distributor. GSI assumes no responsibility for claims resulting from construction defects or unauthorized modifications to products which it manufactured. Modifications to products not specifically delineated in the manual accompanying the equipment at initial sale will void the Limited Warranty. This Limited Warranty shall not extend to products or parts which have been damaged by negligent use, misuse, alteration, accident or which have been improperly/inadequately maintained. This Limited Warranty extends solely to products manufactured by GSI. Prior to installation, the end-user has the responsibility to comply with federal, state and local codes which apply to the location and installation of products manufactured or sold by GSI _1_CR_rev7.DOC (revised July 2009) 10

11 Denied Warranty and Item Disposition Request Form The following item(s) has been evaluated by The GSI Group Electronics Service Center and has been determined to not be covered by warranty for the reason stated below. RMA Number: Dealer: Log # Account #: Item One Part Number Serial Number Date Code Description Evaluation Report / Reason for Warranty Denial Item can not be repaired Item can be repaired for (does not include shipping to the Dealership) Dealer must select one of the following disposition options for this item. Repair the item and return it to the Dealership for the charge stated above plus cost of shipping. Return the item to the Dealership in "as is" condition freight charges will be invoiced to the Dealer. Dispose of the item at the Service Center, no credit will be issued. Item Two Part Number Serial Number Date Code Description Evaluation Report / Reason for Warranty Denial Item can not be repaired Item can be repaired for (does not include shipping to the Dealership) Dealer must select one of the following disposition options for this item. Repair the item and return it to the Dealership for the charge stated above plus cost of shipping. Return the item to the Dealership in "as is" condition freight charges will be invoiced to the Dealer. Dispose of the item at the Service Center, no credit will be issued. Dealer Signature Date Please return this form to the GSI Group Electronic Service Center not later than to advise us regarding the disposition of the item(s) listed on this form. If this form is not received by the date shown, the item(s) listed will be disposed of with no being credit issued. Please return this form by fax to or scan and to shane. myers@gsiag.com 11

12 RMA Number Dealership Name: Electronics Return Information Form Required for All Returns to the Electronics Service Center (All items listed on this form must be on this RMA#) Account Number: Address: City: State: Zip: Contact Person at Dealership: Phone: Fax: Address: Return Address if Different than Dealership Name: Address: City: State: Zip: Contact Person: Part Number Serial Number Date Code Description of Problem Reason for Return to Service Center Warranty Evaluation, if determined to be under warranty Credit Account Replace Item Repair Service, use the following PO # to invoice charges and shipping Part Number Serial Number Date Code Description of Problem Reason for Return to Service Center Warranty Evaluation, if determined to be under warranty Credit Account Replace Item Repair Service, use the following PO # to invoice charges and shipping Send all electronics returns PREPAID to: GSI Group Electronics Service Center County Road 68 - Bremen, AL RMA number must be clearly marked on the outside of the package!