(April, 2013)
DRH Series GEN1 Ultrasonic Humidifi er Installation, Operation & Maintenance Manual
5-1
5.0
PRODUCT SUPPORT
STULZ 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
STULZ 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 ensure your unit provides years of trouble free
service while operating at it’s highest effi ciency.
5.1 Technical Support
The STULZ 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 5:00 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 (DRH-XX)
•
STULZ Sales Order Number
•
Unit Serial 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 5:00 p.m.
EST. A service technician at STULZ 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 STULZ 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
•
STULZ Stated Part Price
• Customer
Billing
Address
• Shipping
Address
•
Customer’s Telephone and Fax Numbers
• Contact
Name
•
Unit Model No., Serial No. & STULZ Item No.
The customer is responsible for the shipping cost
incurred for returning the defective part(s) back to
STULZ. 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 Tag and the address label
received with the replacement part.
See the STULZ 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-
2606, telephone (240) 529-1399 or E-mail (parts@
stulz-ats.com). Quotes are given for specifi ed listed
parts for a specifi c unit.
STULZ accepts Visa and MasterCard. STULZ 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 STULZ 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.