INSTALLATION AND OPERATION MANUAL FOR TECJET 52 GAS REGULATI Chapter 8. Service Options Caterpillar


Chapter 8. Service Options
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1.1. Product Service Options
2.2. Replacement/Exchange
3.2. Flat Rate Repair
4.2. Flat Rate Remanufacture
5.1. Returning Equipment for Repair
6.2. Packing a Control
7.2. Return Authorization Number
8.1. Replacement Parts
9.1. How to Contact Woodward
10.1. Engineering Services
11.1. Technical Assistance

Product Service Options

The following factory options are available for servicing Woodward equipment, based on the standard Woodward Product and Service Warranty (5-01-1205) that is in effect at the time the product is purchased from Woodward or the service is performed:

* Replace/Exchange (24-hour service)
* Flat Rate Repair
* Flat Rate Remanufacture

If you are experiencing problems with installation of unsatisfactory performance of an installed system, the following options are available:

* Consult the troubleshooting guide in the manual.
* Contact Woodward technical assistance (see, "How to Contact Woodward" later in this chapter) and discuss your problem. In most cases, your problem can be resolved over the phone. If not, you can select which course of action you wish to pursue based on the available services listed in this section.

Replacement/Exchange

Replacement/Exchange is a premium program designed for the user who is in need of immediate service. It allows you to request and receive a like-new replacement unit in minimum time (usually within 24 hours of the request), providing a suitable unit is available at the time of the request, thereby minimizing costly downtime. This is also a flat rate structured program and includes the full standard Woodward product warranty (Woodward Product and Service Warranty (5-01-1205)

This option allows you to call in the event of an unexpected outage, or in advance of a scheduled outage, to request a replacement control unit. If the unit is available at the time of the call, it can usually be shipped out within 24 hours. You replace your field control unit with the like-new replacement and return the field unit to the Woodward facility as explained below (see "Returning Equipment for Repair" later in this chapter.

Charges for the Replacement/Exchange service are based on a flat rate plus shipping expenses. You are invoiced the flat rate replacement/exchange charge plus a core charge at the time the replacement unit is shipped. If the core (field unit) is returned to Woodward within 60 days, Woodward will issue a credit for the core charge. [The core charge is the average difference between the flat rate replacement/exchange charge and the current list price of a new unit.]

Return Shipment Authorization Label. To ensure prompt receipt of the core, and avoid additional charges, the package must be properly marked. A return authorization label is included with every Replacement/Exchange unit that leaves Woodward. The core should be repackaged and the return authorization label affixed to the outside of the package. Without the authorization label, receipt of the returned core could be delayed and cause additional charges to be applied.

Flat Rate Repair

Flat Rate Repair is available for the majority of standard products in the field. This program offers you repair service for your products with the advantage of knowing in advance what the cost will be. All repair work carries the standard Woodward service warranty (Woodward Product and Service Warranty (5-01-1205) on replaced parts and labor.

Flat Rate Remanufacture

Flat Rate Remanufacture is very similar to the Flat Rate Repair option with the exception that the unit will be returned to you in "like-new" condition and carry with it the full standard Woodward product warranty (Woodward Product and Service Warranty (5-01-1205). This option is applicable to mechanical products only.

Returning Equipment for Repair

If a control (or any part of an electronic control) is to be returned to Woodward for repair, please contact Woodward in advance to obtain a Return authorization Number. When shipping the item(s), attach a tag with the following information:

* Name and location where the control is installed
* Name and phone number of contact person
* Complete Woodward part number(s) and serial number(s)
* Description of the problem
* Instructions describing the desired type of repair

Packing a Control

Use the following materials when returning a complete control:

* Protective caps on any connectors
* Antistatic protective bags on all electronic modules
* Packing materials that will not damage the surface of the unit
* At least 100 mm (4 inches) of tightly packed, industry-approved packing material
* A packing carton with double walls
* A strong tape around the outside of the carton for increased strength

Return Authorization Number

When returning equipment to Woodward, please telephone and ask for the Customer service Department [1 (800) 523-2831 in North America or +1 (970) 482-5811]. They will help expedite the processing of your order through our distributors or local service facility. To expedite the repair process, contact Woodward in advance to obtain a Return Authorization Number, and arrange for issue of a purchase order for the item(s) to be repaired. No work can be started until a purchase order is received.

Replacement Parts

When ordering replacement parts for controls, include the following information:

* The part number(s) (XXXX-XXXX) that is on the enclosure nameplate
* The unit serial number, which is also on the nameplate

How to Contact Woodward

In North America use the following address when shipping or corresponding:

Woodward Governing Company
PO Box 1519
1000 East Drake Rd
Fort Collins CO 80522-1519, USA
Telephone- +1 (970) 482-5811 (24 hours a day)
Toll-free Phone (in North America)- 1 (800) 523-2831
Fax- +1 (970) 498-3058

For assistance outside North America, call one of the following international Woodward facilities to obtain the address and phone number of the facility nearest your location where you will be able to get information and service.

Facility Phone Number
Brazil +55 (19) 3708 4800
India +91 (129) 4097100
Japan +81 (476) 93-4661
The Netherlands +31 (23) 5661111

You can also contact the Woodward Customer Service Department or consult our worldwide directory on Woodwards website ( www.woodward.com) for the name of your nearest Woodward distributor or service facility.

Engineering Services

Woodward Industrial Controls Engineering Services offers the following after-sales support for Woodward products. For these services, you can contact us by telephone, by mail, or through the Woodward website.

* Technical Support
* Product Training
* Field Service

Contact Information

Telephone- +1 (970) 482-5811
Toll-free Phone (in North America)- 1 (800) 523-2831
Email- icinfo@woodward.com
Website- www.woodward.com

Technical Support is available through our many worldwide locations or our authorized distributors, depending upon the product. This service can assist you with technical questions or problem solving during normal business hours. Emergency assistance is also available during non-business hours by phoning our toll-free number and stating the urgency of your problem. For technical support, please contact us via telephone, email us, or use our website and reference Customer Services and then Technical Support.

Product Training is available at many of our worldwide locations (standard classes). We also authorize customized classes, which can be tailored to your needs and can be held at one of our locations or at your site. This training, conducted by experienced personnel, will assure that you will be able to maintain system reliability and availability. For information concerning training, please contact us via telephone, email us, or use our website and reference Customer Services and then Product Training.

Field Service engineering on-site support is available, depending on the product location, from one of our many worldwide locations or from one of our authorized distributors. The field engineers are experienced both on Woodward products as well as on much of the non-Woodward equipment with which our products interface. For field service engineering assistance, please contact us via telephone, email us, or use our website and reference Customer Services and then Technical Support.

Technical Assistance

If you need to telephone for technical assistance, you will need to provide the following information. Please write it down here before phoning:

If you have an electronic or programmable control, please have the adjustment setting positions or the menu settings written down and with you at the time of the call.

Information System:

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