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A new “service exchange” initiative from PSM is introduced to offer our customers a rapid and simple means of providing replacement instruments.

 With effect from 1^st October 2000, PSM will be implementing the following policy in the processing of Agent & customer returns.

 Benefits

• This policy will increase the effectiveness of our service and support of our products by a new fast method of handling returns / repairs, and warranty issues.
• It is well recognised that it is not always practical for a unit to be removed from service until a replacement is to hand, or for shipboard applications a unit may be identified as potentially faulty whilst at Sea and a replacement is requested to be available at the next scheduled docking. This policy allows for the immediate manufacture of a replacement unit (or ex-stock supply from fully reconditioned stock) prior to the return of the original.
• It will remove the time taken for procedures in compliance with Health and Safety regulations relating to returned instruments requiring inspection (the de-contamination certificate)
• It removes the time for Engineer’s inspection and fault diagnosis before reporting to our customer, and delays in receiving authorisation to proceed.
• Fixed costs based on current list pricing gives the customer the security of knowing the cost beforehand.

 Applicability

The policy is applicable to all instruments requiring replacement up to 5 years from their original manufacturing date. It may also be applicable to older equipment where this is still supported or a direct functional equivalent is available from the current product range.

Warranty returns may also be dealt with under this policy, with the appropriate credit adjustment being made as detailed later.

PSM’s standard warranty period is 12 months from date of shipment. Terms are return to base at users expense, and these will apply unless specific exceptions were agreed in the original supply conditions.

 Basis

The customer or agent initially contacts PSM and requests a replacement instrument quoting the instrument reference. A standard RETURNS VALIDATION NUMBER form will be raised by PSM and issued to the customer. This must be signed by the customer’s authorised signatory and immediately returned to PSM.

NO WORK WILL BE UNDERTAKEN UNTIL THE AUTHORISED FORM, INCLUDING A CUSTOMER ORDER NUMBER, IS RECEIVED BY PSM.

PSM will commence manufacture and supply of a replacement. This will be a factory re-conditioned item re-manufactured to the original parameters and supplied with an “as new” warranty. At PSM’s discretion a complete new unit may be supplied.

To qualify for this service and the favourable costings it is a condition that the original unit must be returned to PSM (carriage paid) within 30 days. The return must be clearly marked with the RVN number.

The original unit must be returned even if considered beyond salvage. This measure will protect against improper use of replacement items. It is also a requirement of PSM’s Quality Assurance system that failures in service are examined and documented to ensure design improvements can be implemented if needed to eradicate repetitive failings.

 PSM WILL NOT ACCEPT THE RETURN OF ANY ITEM WITHOUT A VALID RETURNS NUMBER QUOTED.

 PSM may exceptionally agree that the original unit need not be returned.

 N.B. The return of a completed RVN form signifies acceptance of the terms of this policy and the costs involved.

 Invoices & Credits

The completed replacement will be despatched at the earliest date, accompanied by an invoice equivalent to the current list price, This cost will have been advised at the time of RNA issue. Upon return of the original unit a credit note will immediately be raised equivalent to 50% of the list price for repair replacements, and 100% credit for the instrument cost where warranty conditions are found to apply.

Where the original item is returned before despatch of the replacement the invoice will be issued with these allowances already made.

In all cases carriage and packing will be charged separately and in addition

 Further costs & credits

If original unit is not returned for investigation within 30 days no credit note can be issued and the full value of the invoice becomes payable.

 Exceptions to this policy

• This policy is intended to offer a rapid replacement service for PSM’s standard manufactured range. Where a particular unit is “special” in nature for example non-standard / high value special order mechanical fittings, it may be quicker to return the original for refurbishment. The pricing policy would remain unaffected by this. This point will normally be covered when an RVN is requested.
• Where an instrument is of PSM supply but not manufactured by us, depending upon PSM’s stock situation it may be necessary to forward the item to the manufacturer for their comment & action before a replacement can be effected. In such cases an individual quotation will be provided for repair costs

 Unauthorised returns

N.B. UK Health & Safety Executive policy means we are not permitted to open / inspect unidentified packaging & instruments without confirmation of its origins and that it has been decontaminated as required for safe handling.

In compliance with this, PSM must refuse unauthorised returns. Where they are received, and provided PSM is able to determine the information without opening the packaging, the Sender will be contacted and required to complete an RNA form before work commences. Where no approval or further information to identify the Sender is forthcoming within 15 days, the item will either be returned with charges forward or disposed of, at PSM’s discretion.

 Partial replacement

Where an agent or customer has been able to ascertain with confidence that the fault lies with only part of the equipment, for example the amplifier module of a level transmitter, they may request a replacement for this part only. PSM will advise of any recalibration work that may be required to set the unit to work, and it will be the Agent/Clients responsibility to ensure this is undertaken correctly.

In such cases the cost will be from our standard Spares price, which will be advised at the time of the RVN issue.

 N.B. Unless specifically agreed, replacement items are produced and calibrated to the originally ordered standard. Where variation from this is required the standard pricing may be amended to suit.

 Further Warranty

All returns & warranty items processed under this policy will be covered by PSM’s standard 12 month Warranty.