SYNRAD SERVICE GUIDELINES

This document is intended to guide the customer through the Synrad RA process in order to ensure the fastest possible repair turnaround times. Customer policies, warranty period, payment terms, and product pricing may vary. Nothing in this document should be taken to contradict the Warranty Information statement in the front of every Synrad Operator’s Manual.

How to send a laser to Synrad for service:

RETURN AUTHORIZATION NUMBER: For all warranty and non-warranty repairs, first contact Synrad for an RA# (Return Authorization Number). Please provide Serial Number and failure description. (For non-warranty items, please also provide return freight forwarder information.) Ship to the address below, and please write the RA number on the shipping box:

CONTACT INFORMATION:

SYNRAD, INC. Conni Gabrick

4600 CAMPUS PLACE Service Coordinator

MUKILTEO, WA98275USA

Phone: (425) 349-3500 425-349-3500 Ext 5010

US Toll Free: (800) SYNRAD1

Fax: (425) 349-3667 E-mail

E-mail:

WARRANTY PERIOD:

Standard warranty period for all NEW products except the 48-1 is one year from date of purchase. The 48-1 has a three-year warranty. Service warranty is six months from date of repair. Service warranty only covers the repaired parts. New failures will not be covered under warranty.

FREIGHT, CUSTOMS DUTIES, and INSURANCE:

For units that have failed within 90 days of the original ship date from Synrad, Synrad pays freight both ways. This applies to new and repaired product. For warranty failures after 90 days, customer pays freight to Synrad and Synrad pays return freight. For non-warranty repairs, customer pays freight both ways. Freight insurance is the customer’s responsibility.

For international shipments, please be aware of the following:

-Please provide freight forwarder contact information when the RA is provided

-Select door-to-door shipment.

-Use Tariff Code 9801.00.1012

-Select Temporary Export Return on shipping documents to avoid US customs duties.

-Repairs should be US duty free. Any US duties that are incurred will be charged back to the customer. The customer is responsible for their own country’s customs duties, if any should apply.

PACKAGING:

To avoid shipping damage, it is very important to return the RA items in their original Synrad packaging. Damage caused by improper packaging can void the warranty or add to non-warranty repair costs. New packaging is available from Synrad for nominal cost. Any units received at Synrad in special packaging will be returned to the customer in Synrad packaging, and the special packaging will be discarded at Synrad, unless other arrangements are made in advance. Customers may be charged for new packaging for the return of their items, if their RA items were not shipped to Synrad in Synrad packaging. For instructions on how to properly use Synrad packaging, please refer to our web site:

WHAT TO SEND BACK:

Please send only the Synrad products, removed from any non-Synrad enclosures (rack mounts, custom systems). Please remove any special, non-Synrad hardware that may be attached to the laser, such as beam delivery elements, custom baseplates or mounting hardware. These items generally must be removed in order for the lasers to be repaired, and Synrad cannot re-install these items.

NON-WARRANTY REPAIRS:

PAYMENT: Purchase Orders or alternate payment arrangements must be provided at the time the RA is issued. For customers without Net 30 terms, pre-payment via credit card is highly recommended, but wire transfer is also permitted. Once the repair has been completed, Synrad Customer Service will contact the customer with the final amount due. Pre-payment is due within 7 days of repair completion, before return shipment by Synrad. Storage fees may be charged if payment for repairs is not made in a timely manner.

CUSTOMER PRE-APPROVAL OF NOT-TO-EXCEED AMOUNT (NTE):

Explanation: In order to minimize turn-around time for repair, Synrad asks for pre-approval of a NTE amount, which is an upper limit on repair cost, when the RA# is issued. The NTE amount is based on the typical parts and labor costs of each specific model. If actual repair costs are less than the NTE, the customer will only be charged the actual cost.

Frequently Asked Questions:

  • Can I ask for an Estimate, instead of pre-approving a NTE amount?
  • Yes, but in that case, there will be a charge for the Estimate to cover the hours of labor that are spent on the evaluation of the product and preparation of the estimate. After the estimate is prepared, the unit will then be set aside, awaiting customer approval. We request that estimate approval is provided within 10 business days of receipt. Once approval is given, the unit goes back into the service queue.
  • The Estimate fee will be in addition to the final cost of repair. Once you approve the estimate, we will proceed with the repair (+/- 20% of the estimate cost). We will contact you if it exceeds 20% of the estimate. You may also decline to have your product repaired, in which case the estimate fee will still be charged.
  • If I pre-approve the recommended NTE amount, what if the repair cost is higher than the NTE amount that I agreed to?
  • You will be contacted for approval of the higher amount. If you approve the repair, you’ll only be responsible for the repair charges you approved. If you decline the repair and you want the laser returned to you un-repaired, you will be charged for any labor spent on your RA, plus any applicable shipping charges. If you decide to leave the unit at Synrad, no charges will apply.
  • Do I have to pay at the same time that I pre-approve?
  • No. Pre-approval should not be confused with pre-payment. Pre-approval amount is specified at the time the RA# is issued, and payment terms are agreed upon at that time, which may include providing credit card information. Payment is due when the repair is complete.
  • How did Synrad arrive at the NTE amounts?
  • NTE amounts are based on the historical average cost of repair for each model. In Synrad’s experience, the NTE amount covers 80% of repairs.
  • What if I want to pre-approve a lower amount?
  • Please contact Synrad Service. If the NTE amount is too low, Synrad reserves the right to not accept it, and/or to charge the Estimate fee if the lower NTE amount is insufficient to cover the repair.

Synrad Service Guidelines 12/23/2018