Accubar SDI-12 Barometric Pressure Sensor Operations & Maintenance Manual Rev-B 30 Nov 2017
pg. 44
Appendix B
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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. We have electronic technicians with
field and applications experience, not limited to technical school training.
Sutron Equipment Repairs
Sutron maintains a Repair Department at the Virginia factory (22400 Davis Drive, Sterling, VA 20164). Turn-around time
normally ranges from 10-30 days after Sutron receives equipment for repair. Prior to returning any equipment for repair,
please call Customer Service at (703) 406-2800 for a Return Material Authorization (RMA) number. Next send the faulty
equipment back to the Virginia factory*.
Sutron Customer Service will repair Sutron-manufactured equipment sent to us for repair within 30 days of the time we
receive the item or that repair is free of charge. Please provide our Customer Service Representative with your email
address when receiving the RMA number so that we can email you when your equipment is received at Sutron and again
when it is shipped back to you. Expedited repairs can be completed within one (1) week for an additional expedite fee of
$200.00. Repaired equipment is warranted for a period of 180 days after the repair shipment date.**
Note
: The 30 day guarantee does not apply to bulk shipments of 10 or more repair items. We appreciate your
cooperation in achieving a quick turn-around by promptly providing cost approval decisions, Purchase Order and credit
card information once we have supplied you with a repair estimate.
Customer Phone Support - 8:00 am to 8:00 pm EST
Customer Service Representatives routinely handle a wide variety of questions every day. When equipment questions
arise, please feel free to contact me or one of Sutron’s Customer Service Representatives. We are available from 8:00 am
to 8:00 pm EST Monday through Friday and will be happy to take your calls. The main Customer Service number is (703)
406-2800, extension #5. After 5 pm EST Monday through Friday, please use extension #6. We typically 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.
Training
Training is an important part of the Sutron Customer Service Success policy. With proper training, you will learn how to
take advantage of all the benefits and tools that Sutron equipment provides. We are available for, and frequently
provide, on-
site introductory training at our Customers’ facilities. We also hold three (3) day training seminars
approximately four times per year at our Sutron headquarters in Sterling (near Washington, DC). Contact me or your
Sutron Regional Sales Manager for details.
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 provides these services at a reasonable cost. Please call for
details. If you would like to learn more about Sutron products, please email [email protected]. Thank you again for your
business.
Paul Delisi
Customer Service Manager
*Transportation charges for equipment returns are the responsibility of the Customer.
** See Warranty on next page. Any products repaired or replaced under Warranty will be warranted for the
balance of the Warranty period or for a period of 180 days from the repair shipment date, whichever is greater.
