(Mar, 2012)
Compact CWE Series Installation, Operation & Maintenance Manual
Air Technology Systems, Inc.
5-1
5.0
PRODUCT SUPPORT
SATS provides its customers with Product Support
which not only provides technical support and parts but
the following additional services, as requested:
• Performance
Evaluations
• Start-up
Assistance
• Training
SATS recommends using the services of our
Field Service Department to perform start-up and
commissioning. They will ensure your equipment is
correctly installed and operating properly. This will
help to ensure your unit provides years of trouble free
service while operating at its highest effi ciency.
5.1 Technical Support
The SATS Technical Support Department is dedicated
to the prompt reply and solution to any problem
encountered with a unit. Should a problem develop that
cannot be resolved using this manual, you may call
(888) 529-1266 Monday through Friday from 8:00 a.m.
to 8:00 p.m. EST. If a problem occurs after business
hours, provide your name and telephone number. One
of our service technicians will return your call.
When calling to obtain support, it is important to have
the following information readily available, (information
is found on the unit’s nameplate):
•
Unit Model Number
•
Unit Serial Number
•
SATS Sales Order Number
•
Description of Problem
5.2 Obtaining Warranty Parts
Warranty inquiries are to be made through the
Technical Support Department at (888) 529-1266
Monday through Friday from 8:00 a.m. to 8:00 p.m.
EST. A service technician at SATS will troubleshoot
the system over the telephone with a fi eld service
technician to determine the defect of the part. If
it is determined that the part may be defective a
replacement part will be sent via UPS ground. If the
customer requests that warranty part(s) be sent by
any other method than UPS ground the customer is
responsible for the shipping charges. If you do not have
established credit with SATS you must give a freight
carrier account number.
A written (or faxed) purchase order is required on
warranty parts and must be received prior to 12:00
p.m. for same day shipment. The purchase order must
contain the following items:
•
Purchase Order Number
•
Date of Order
•
SATS Stated Part Price
• Customer
Billing
Address
• Shipping
Address
•
Customer’s Telephone and Fax Numbers
• Contact
Name
•
Unit Model No., Serial No. & SATS Item No.
The customer is responsible for the shipping cost
incurred for returning the defective part(s) back to
SATS. Return of defective part(s) must be within
30 days at which time an evaluation of the part(s)
is conducted and if the part is found to have a
manufacturing defect a credit will be issued.
When returning defective part(s) complete the Return
Material Authorization Form and the address label
received with the replacement part.
See the SATS Standard Warranty located in section
one of this manual.
5.3 Obtaining Spare/Replacement Parts
Spare and replacement parts requests are to be made
through Product Support by fax (301) 620-1396,
telephone (240) 529-1399 or E-mail (parts@stulz-ats.
com). Quotes are given for specifi ed listed parts for a
specifi c unit.
SATS accepts Visa and MasterCard. SATS may extend
credit to its customers; a credit application must be
prepared and approved (this process could take one
week).
A 25% minimum restocking charge will be applied
on returned stocked parts that were sold as spare/
replacement parts. If the returned part is not a stocked
item, a 50% restocking charge may be applied.
Additionally a Return Material Authorization Number
is required when returning parts. To receive credit for
returned repair/replacement parts, the parts must be
returned to SATS within 30 days of the purchase date.
Spare part sales over 30 days old will be considered
fi nal and the parts will remain the sole property of the
ordering party.
