Customer Service Related Questions:
Why do I need a return number before I ship my instrument?
The return number helps us to track the progress of your repair. Instruments sent without the proper return paperwork, return number and information on the outside of the package will cause delays in processing your order.
Do I have to pre-approve the cost of my repair?
Pre-approved orders reduce the time it takes to return your instrument. We strongly recommend that you include the pre-approved amount on your request form. Pre-approval is required for the 24 Hour Priority Service.
What will I be charged if the cost is less than the pre-approved amount?
In all cases, the actual cost of your repair will be applied to your purchase order or credit card. The pre-approved amount is an estimate maximum cost based on our experience of servicing instruments. A combustion analyzer, for example, may only need calibrated or one sensor and calibration which is less than the “Not to Exceed” price.
What if the cost exceeds the pre-approval amount?
We will contact you for approval in the event the actual cost will exceed the pre-approved amount. This typically indicates the service is more than just a sensor and / or calibration. Several sensors, a pump, circuit boards, etc.. may need replaced.
What if my instrument is not on the Service Pricing Guide list?
Contact our customer service department at (800) 736-4666 extension 2. Our Customer Service Reps can suggest a replacement for your instrument if we are not able to repair it.
Do I include my credit card information on my return request?
No. For security reasons, we do not accept credit card information through our website. We will contact you for your credit card information when your instrument is ready to be returned to you. Once approved, the paper copy in our possession will be shredded / destroyed. We do not keep any credit card information.
How will I know you have received my return request?
You will receive a confirmation email within a few minutes of submitting your request. If you do not receive a confirmation within 1-2 hours, please call our customer service department at (800) 736-4666 extension 2.
How often should I calibrate my combustion analyzer?
Generally, instruments are calibrated on a yearly basis. A few instruments may require calibration every 6 to 9 months. Your company procedures may require more frequent calibrations and should be followed.
What is included in a standard calibration?
Standard calibration includes a certificate that provides the date of calibration, due date for next calibration, part number, serial number, model, return number and the technician number who performed the service.
Do I need a NIST certificate?
The NIST (National Institute of Standards & Technology) is a government agency that sets the standards for measurement and calibration. A NIST certificate provides traceability back to this government agency, and includes “before” and “after” readings, which are also known as “as found” and “as left” readings. There is an extra $100.00 charge added to the standard calibration for this certificate. A NIST certificate is generally required by most hospitals, laboratories and government agencies. You need this certificate if traceability is required.
What is the difference between a calibration and a functional test?
Calibration is the process used to adjust an instrument’s readout when a known gas source is applied. The instrument’s sensor drifts over a period of time and needs to be adjusted periodically to assure the readout is accurate. Instruments without a digital readout or physical scale cannot be calibrated. A functional test is the process used to determine if an instrument is working as it was intended. Functional tests are performed on instruments that do not have digital readout or scales. Instruments that are tested functionally include Leakators, Informants and H10’s. See the Service Pricing Guide to determine if your instrument requires calibration or a functional test.
What is the turn-around time after you receive my instrument?
We strive to repair all instruments within 4 business days upon receipt with our standard repair service. A 24 Hour Priority Service is available for select instruments if you need your instrument back sooner.
What accessories should I include with my instrument?
All accessories including probes, filters, printers, carrying case, etc. should be included with your instrument. This will ensure your instruments and all its components are in working order when returned to you.
Should I include batteries with my instrument?
Disposable batteries do not have to be included with your instrument. Rechargeable batteries should be included except for the large lithium ion batteries on the PGM-IR. Part numbers for these instruments include the 3015-4484, 3015-4790, 3015-5696, 3015-5720 and 3015-5751. Return your PGM-IR without the rechargeable battery. If you are unsure, please contact our customer service department at (800) 736-4666 extension 2.