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Effective 3/20/2000
TEST & REPAIR SERVICES
Making the investment in an electronic building controller is just the first of many concerns arising during the life of the equipment. Keeping your system productive so you maximize the return of that investment is critical. Avoiding obsolescence and assuring reliability are important issues.
At QUEST we have addressed these issues by putting together a comprehensive repair service, backed by current documentation and an extensive parts supply. This brochure will provide you information and pricing concerning the test and repair board center.
For more information about our test and repair center, or about customer support services such as training and system sales, call your nearest QUEST Controls, Inc. representative or call us at (941) 729-4799.
REPAIR SERVICES
QUEST will return an incorrectly operating board to a clean, fully optional and calibrated state. During repair, we update your equipment with product reliability modifications and perform comprehensive testing. All repairs are done to the manufacturer's current specifications, therefore UL listing of the units will not be affected. Responsiveness to meeting our customer demands and our dedication to quality makes QUEST stand out.
QUALITY, TURNAROUND AND PRICE
We guarantee the highest quality service.
We guarantee a 5 working day turnaround.
All work performed and the parts replaced carry a 6 month warranty.
Extended warranty service.
Quantity discounts are available.
With our guaranteed workmanship, quick turnaround, and competitive pricing, we believe that we can be a valuable asset to your company seeking these qualities in a test and repair center.
PRODUCT ENHANCEMENTS AND UPGRADES
From time to time, QUEST offers product enhancements and upgrades which improve the product performance or add new product features. At your option, you can purchase these enhancements and/or upgrades to keep your equipment up to date with the latest technology.
MAINTENANCE TRAINING
To further assist your in-house maintenance programs, QUEST provides training courses designed to share the extensive experience of our repair center to assist in troubleshooting the equipment in the field. These courses will give your personnel the latest knowledge available about service techniques and the technology behind new product features and functions.
WARRANTY
The repair warranty gives you much more than typical parts and labor warranties. As we perform the service you request, we also check out the complete operation of your board. If we repair the board and it becomes inoperable within the repair warranty due to any problem, other than misuse, we'll repair and calibrate the board again at no charge. The bottom line is that when you receive repair service from QUEST, you are guaranteed that the board will work. All repaired boards are covered by a six (6) month warranty.
CERTIFICATION
All equipment serviced at QUEST'S Repair Facility will have a sticker of certification affixed to each board. This sticker shows proof that the board was repaired, tested and calibrated, meeting manufacturer's specifications.
PRIORITY PLUS
To make service even faster, QUEST offers a Priority Plus program. This new service provides a 24-hour turnaround on the board you send in for repair. All return shipments will be sent to the customer via priority mail to ensure timely delivery.
EXCHANGE BOARD PROGRAM
An even faster way to get out of repair binds is to use our Exchange Board Program. There are times when a customer may not have the flexibility or time to address a repair problem through normal repair procedures so QUEST designed the Exchange Board program.
Under the Exchange Board Program, contact your Quest Controls Representative for a replacement board and we will ship it via premium carrier to ensure delivery within 24 hours of receiving your order. (If for any reason we do not have a replacement model in stock or cannot ship it the same day, we will let you know at the time of your request). When you receive the Exchange Board, replace the defective one and put your system back in operation. Lastly, send the defective board back to us.
There are additional service charges for the Exchange Board and Priority Plus program . For further details contact your QUEST Controls Representative.
EXTENDED WARRANTY PROGRAM
Available to QUEST customers is an Extended Warranty which is an extension of the standard repair warranty. The Extended Warranty will give you an additional six (6) months warranty on your board. This service will give you a complete year of worry-free operation.
RMA PROCEDURES
The following procedure applies to the return of any QUEST material.
WARRANTY STATEMENT
All QUEST manufactured products are warranted for a period of 2 years from date of shipment from QUEST. Repair or replacement of QUEST products does not extend or supersede the original warranty.
QUEST repaired boards are warranted for a period of six (6) months from date of shipment.
Products NOT manufactured by QUEST are warranted for 90 days from date of shipment from QUEST.
DEFINITIONS
In-Warranty Returns...
Items defined above are verified by either the sales order or invoice of original date of shipment as supplied by the customer. It is the sole responsibility of the customer to provide this information.
Non-Warranty Returns...
QUEST products returned that do not meet warranty conditions (as described in the Standard Terms and Conditions) will be defined as "out of warranty". If the disposition of these items is in question, the customer will be contacted in order to determine a satisfactory resolution.
PROCEDURE
Customer Responsibility
The customer is to contact a QUEST representative to obtain a Return Material Authorization (RMA) number. All material arriving at QUEST's Repair Depot without the required RMA number will be refused and returned at the customer's expense.
To obtain a number for material covered under warranty, the customer must provide either the sales order number or invoice number to determine warranty status, and a new purchase-order number. The customer shall send along with RMA proof of warranty. For non-warranty material, only the purchase order number is required. Whenever RMA material is identified as No Trouble Found (NTF), customers will pay a labor fee of $50.00 per hour (with a minimum of two hours) and UPS surface fees.
Returned items must include all inherent components or warranty will be terminated and the customer will be billed accordingly.
All RMA numbers must be clearly marked on the outside of the package.
All returns must be shipped prepaid and securely packaged to prevent damage during shipment. Returns should be sent to:
QUEST CONTROLS, INC.
208 9th Street Drive West
Palmetto, FL 34221
A completed RMA form must be included in the package with a brief explanation of the reason for the return in the SYMPTOMS section.
Boards deemed unrepairable will have a two hour minimum charge applied. Customer will have the option to purchase a replacement board and have the minimum charge credited towards that purchase. A board may be deemed unrepairable if QUEST determines that the board has been subjected to misuse, improper maintenance, negligence or accident, damaged or had its serial number or any part thereof altered, defaced or removed.
QUEST Responsibility
QUEST will provide the following:
1. At QUEST's discretion, a repaired or replacement board will be shipped within five (5) business days after receipt of the customer's RMA.
2. The customer's original board can be repaired and returned at the request of the customer. QUEST will make every effort to return the board within the five (5) business-day period, however, QUEST will not guarantee a five (5) business-day turnaround for such a request. In such cases, the customer will be notified of the extended period.
3. The customer may obtain a copy of the QUEST Failure Analysis Report on request.
4. If priority shipment of boards is desired (less than five (5) business days), this service must be requested when obtaining an RMA number. All repaired items will be returned via UPS ground, unless expedited service is requested. Priority freight will be charged to the customer.
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