Service Policy
Novametrix Medical Systems Inc. provides 24-hour a day access to technical support through
its Technical Support Department in Wallingford, Connecticut, and company Service
Representatives located throughout the United States. (Outside the U.S., primary technical
support is handled through our qualified international sales and service distributors.)
Novametrix will provide Warranty Service support within 48 hours of receiving a request for
assistance. Contact the Technical Support Department by telephone toll free at 800-243-
3444, or 203-265-7701; by facsimile at 203-284-0753; or, by e-mail at
[email protected]. After hours telephone support requests (before 8:00 AM and after
5:00 PM Eastern Time) will be responded to promptly by the Technical Support on-call staff.
After hours facsimile and e-mail requests will be answered the next business day. It is
suggested that any person calling in for technical support have the equipment available for
product identification and preliminary troubleshooting.
Novametrix reserves the right to repair or replace any product found to be defective during
the warranty period. Repair may be provided in the form of replacement exchange parts or
accessories, on-site technical repair assistance or complete system exchanges. Repairs
provided due to product abuse or misuse will be considered “non-warranty” and invoiced at
the prevailing service rate. Replaced or exchanged materials are expected to be returned to
Novametrix within 10 days in order to avoid (additional) charges. Return materials should be
cleaned as necessary and sent directly to Novametrix using the return paperwork and
shipping label(s) provided. (Transferring return materials to a local sales or dealer
representatives does not absolve you of your return responsibility.)
Novametrix manufactures equipment that is generally field serviceable. When repair parts
are provided, the recipient can call Technical Support for parts replacement assistance and
repair assurance. In the event a replacement part requires increased technical capability,
Technical Support may request Biomedical assistance, provide on-site technical support or
complete replacement equipment. If the customer requires the return of their original product,
the exchange material will be considered “loaner material” and exchanged again after the
customer equipment is repaired.
Novametrix promotes customer participation in warranty repairs, should they become
necessary. A longer useful product life, and quicker, more cost-effective maintenance and
repair cycles—both during and after the warranty period, are benefits of a smooth transition
into self-maintenance. The Technical Support Department can provide technical product
support at a level appropriate to your protocol and budget requirements.
Please contact Technical Support for information on these additional programs and services:
• Focus Series Technical Training Seminars
• Test Equipment and Test Kits
• Service Contract / Parts Insurance Plans
• On-Site Technical Support
• “Demand Services” including
Flat rate parts-exchange
Flat rate return for repair
Time and Material
• Full warranty, discounted replacement sensors
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