Equipment Repairs / Servicing Policy (With in India)
(a) During Warrantee
The following procedure is to be followed by the customers with in India for availing services/ repairing facility during warrantee period.
Equipments are to be sent to our works for availing free repair services during warrantee, after the customer receives approval from the customer support division, by sending an e-mail.
For all equipments, costing less than 6.0 lakhs one year warrantee & free service is offered, when the equipments are sent to our works only. For larger systems such as installed systems, networked systems, specialized systems, costing more than 6.0 lakhs during one year warrantee, free service is offered at site. Field service Engineer will be deputed subject to warrantee terms & conditions.
This does not include personal computer related problems, for which local computer service provider of the PC vendor is to be contacted. Also for software related problems online support will be provided. Software support doesn't include cleaning of virus problems etc.
When the equipments are sent to our works for warrantee services, they are to be properly packed with adequate cushion to prevent any transportation damages. Nucleonix Systems is not responsible for damages or loss during transportation.
Packing / Freight charge is to be borne by customer when he sends the equipment to our works. However when we return after servicing packing will be Nucleonix responsibility & Freight charges will be to your account. Only services are free.
Please indicate in your correspondence equipment model & serial number.
All the equipments are to be sent to our works only on door delivery basis.
For Door Delivery Transportation contact XPS/GATI cargo in your city / town or a reliable courier service to pick the consignment from your place. For their nearest local address & phone no's look into their websites. Transit insurance if the customer feels is necessary it is to be covered.
Nucleonix Systems will not receive the equipments sent by other modes of transportation, such as Rail/Road.
After servicing, equipments will be sent back by same mode of transport such as XPS/GATI/COURIER/RPP.
All types of Radiation detectors, glass ware, PMTs etc which are fragile are not covered in warrantee, if the failure is due to physical damage, external or internal due to shock, dropping, miss-handling etc. If the failure is due to a natural fault then only it is covered under warrantee for a limited period of three months. However complete electronics is covered for 1 year warrantee. You can also send the equipment personally to our works for repairs either during or after warrantee, after fixing up with our service dept (Customer Support Division). If possible we may repair on same day or your person can stay for a day or two & get it repaired & or calibrated.
(b) After warrantee Services
On expiry of 1yr warrantee if you like to send the equipment (low cost less than 6.0 lakhs) for repairs to our works, you may please observe the following procedure.
Send an e-mail with details mentioning that you agree to pay service charges which includes: Basic service charges per unit / module in the range of Rs: 2500 to Rs : 10,000 depending on the sophistication of the unit calibration charges ( if applicable for your equipment) + cost of components + packing charges + Return Freight charges @ actual.
Once our customer support department responds & requests you to despatch the equipment to our works for repairs, you may do so by following the steps given below.
Followed by this you can send the equipment straight away if it is within 5 yrs old. If the equipment is beyond 5 yrs old, then also you can send it for repairs, however only after you receive confirmation from Customer Support Division, that it is repairable & is not an obsolete model. If the design is obsolete then customer support division (CSD) may give you 'buy back' offer to replace with new model or upgrade it with electronic circuit boards & enclosure.
For all installed equipments costing above Rs: 6.0 lakhs which are larger in size & for which field servicing only is recommended, you can obtain a quotation with relevant details by sending an e-mail & avail the services accordingly.
For all field servicing jobs, since we need to depute engineers, it is likely, to take time & also it will cost more which includes Engineer's TA & DA etc., apart from basic service charges + cost of spares etc. Please note that basic service charges will be different for different products depending upon sophistication.
Also in some cases it may not be possible to fix-up the problems in the field itself, in such cases we may advise you to send them to our works.
For all jobs to be serviced in the field, customer is requested to provide adequate details on the nature of problems, to enable our engineer to come prepared with adequate spares. For any additional information send an e-mail to info@nucleonix.com , Atten: Customer support division.
