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Section 7: Dripmaster Service Policy
This policy has been established to cover the servicing of Hoffmann & Hoffmann products,
regardless if it is within or beyond the warranty period.
Installation
1.
The installation services required for the Dripmaster includes the following:
a.
Infrastructure (trench digging, cable laying)
b.
Oil tank stand
c.
Dripmaster mount
d.
Cabling (4 pairs)
e.
24V (DC or AC) power source
f.
Testing
2.
Hoffmann & Hoffmann's representative or its authorized subcontractors will perform the
installation work required and charge the customer directly.
3.
In cases where there is a prior approval by Hoffmann & Hoffmann, the customer may do the
installation.
4.
The representative will assume full responsibility for the installation work he performs.
Repair procedure
1.
In case of a default, the customer can follow the Troubleshooting table (Table 5 on page 24) to
try and solve the problem.
2.
If the customer does not succeed in solving the problem, he can fax or email Hoffmann &
Hoffmann's local representative, describing the problem based on the Troubleshooting table
(Table 5 on page 24), and indicating which of the procedures failed ("the notice"). This should
be directed to the local representative where he has a service agreement.
3.
Hoffmann & Hoffmann's representative will respond within two working days.
4.
The problem might be fixed by the representative in one or more of the following ways:
a.
Remotely
: instruct the customer on how to solve the problem by phone.
b.
On Site
: technician arrives at the customer’s site to perform first level support (basic
repairs and parts replacements).
c.
In Hoffmann & Hoffmann lab
: ship the unit to Hoffmann & Hoffmann’s Chicago office.
5.
The representative should first try to solve the problem remotely.
6.
In case the problem is not solved remotely, the representative will send a technician to solve the
problem on site, within two working days.
7.
If the representative concludes that the problem can only be solved in Hoffmann & Hoffmann's
lab, he should disconnect the unit and ship it to Hoffmann & Hoffmann's Chicago office.
8.
The representative has the option to replace the faulty unit with one of his spare units.
9.
The repaired unit should be shipped back from Hoffmann & Hoffmann to the representative.
10.
The representative will send the repaired unit, with the repair invoice and shipment cost, to the
customer.
