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Appendix B
–
Sutron Customer Service
Policy
Dear Customer:
Thank you for making the important decision to purchase Sutron equipment. All Sutron equipment is
manufactured and tested to the highest quality standards as set by Sutron’s Quality Assurance
Department. Our Customer Service Representatives have years of experience with equipment, systems,
and services. They are electronic technicians with field and applications experience, not just with a
technical background.
Customer Phone Support
Customer Service Representatives routinely handle a wide variety of questions every day. If questions
arise, please feel free to
contact
me or one of the Customer Service Representatives. We are available
from 8:00 am to 5:00 pm Monday through Friday and will be happy to take your call.
We can answer most sensor and interface questions on the first call. If we cannot quickly answer a
question on an interface, we will work with you until we find a solution.
Sometimes a problem is application related. Although we pride ourselves on handling 95% of application
related questions over the phone, we maintain constant contact with our Integrated Systems Division and
Engineering Division for additional assistance.
Introductory Training
Training is an important part of the Sutron Customer Service philosophy. The Sutron training policy is
simple---If you buy Sutron equipment, you get Sutron training! Without the proper training, you cannot
take advantage of the benefits and advantages that Sutron equipment provides. We often supply on-site
introductory training at your facility for no charge. You provide the classroom, students, equipment, and
coffee---we'll provide the instructor.
On-Site Visits
Of course, not all problems can be fixed over the phone. Sometimes a customer needs an on-site
technician to identify site related problems or troubleshoot a network. Sutron can provide these services
at a reasonable cost. Call for details. If you would like to learn more about Sutron products email
[email protected]
Thanks again for your order,
Paul Delisi
Customer Service Manager
Sutron Corporation
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