Manual 36523B
DPG-2201-00X Digital Controllers
Woodward
39
Chapter 8.
Service Options
Product Service Options
The following factory options are available for servicing Woodward equipment,
based on the standard Woodward Product and Service Warranty (5-01-1205) that
is in effect at the time the product is purchased from Woodward or the service is
performed:
•
Replacement/Exchange (24-hour service)
•
Flat Rate Repair
•
Flat Rate Remanufacture
If you are experiencing problems with installation or unsatisfactory performance of
an installed system, the following options are available:
•
Consult the troubleshooting guide in the manual.
•
Contact Woodward technical assistance (see “How to Contact
Woodward” later in this chapter) and discuss your problem. In most
cases, your problem can be resolved over the phone. If not, you can
select which course of action you wish to pursue based on the available
services listed in this section.
Replacement/Exchange
Replacement/Exchange is a premium program designed for the user who is in
need of immediate service. It allows you to request and receive a like-new
replacement unit in minimum time (usually within 24 hours of the request),
providing a suitable unit is available at the time of the request, thereby minimizing
costly downtime. This is also a flat rate structured program and includes the full
standard Woodward product warranty (Woodward Product and Service Warranty
5-01-1205).
This option allows you to call in the event of an unexpected outage, or in advance
of a scheduled outage, to request a replacement control unit. If the unit is
available at the time of the call, it can usually be shipped out within 24 hours. You
replace your field control unit with the like-new replacement and return the field
unit to the Woodward facility as explained below (see “Returning Equipment for
Repair” later in this chapter).
Charges for the Replacement/Exchange service are based on a flat rate plus
shipping expenses. You are invoiced the flat rate replacement/exchange charge
plus a core charge at the time the replacement unit is shipped. If the core (field
unit) is returned to Woodward within 60 days, Woodward will issue a credit for the
core charge. [The core charge is the average difference between the flat rate
replacement/exchange charge and the current list price of a new unit.]
Return Shipment Authorization Label. To ensure prompt receipt of the core,
and avoid additional charges, the package must be properly marked. A return
authorization label is included with every Replacement/Exchange unit that leaves
Woodward. The core should be repackaged and the return authorization label
affixed to the outside of the package. Without the authorization label, receipt of the
returned core could be delayed and cause additional charges to be applied.
