Novametrix Medical Systems 509 Service Manual page 4

Service Policy
Declaration of
Conformity
with European
Union Directive
iv
Model 509 Service
Manual
Novametrix Medical Systems Inc. provides 24-hour a day access to technical support through its Technical
Support Department in Wallingford, Connecticut, and company Service Representatives located throughout
the United States. (Outside the U.S., primary technical support is handled through our qualified international
sales and service distributors.
Novametrix will provide Warranty Service support within 48 hours of receiving a request for assistance
Contact the Technical Support Department by telephone toll free at 800-243-3444, or 203-265-7701; by
facsimile at 203-284-0753; or, by e-mail at techline@novametrix.com. After hours telephone support
requests (before 8:00 AM and after 5:00 PM Eastern Time) will be responded to promptly by the Technical
Support on-call staff. After hours facsimile and e-mail requests will be answered the next business day. It is
suggested that any person calling in for technical support have the equipment available for product
identification and preliminary troubleshooting.
Novametrix reserves the right to repair or replace any product found to be defective during the warranty
period. Repair may be provided in the form of replacement exchange parts or accessories, on-site technical
repair assistance or complete system exchanges. Repairs provided due to product abuse or misuse will be
considered "non-warranty" and invoiced at the prevailing service rate. Replaced or exchanged materials are
expected to be returned to Novametrix within 10 days in order to avoid (additional) charges. Return materials
should be cleaned as necessary and sent directly to Novametrix using the return paperwork and shipping
label(s) provided (Transferring return materials to a local sales or dealer representatives does not absolve
you of your return responsibility.).
Novametrix manufactures equipment that is generally field serviceable. When repair parts are provided, the
recipient can call Technical Support for parts replacement assistance and repair assurance. In the event a
replacement part requires increased technical capability, Technical Support may request Biomedical
assistance, provide on-site technical support or complete replacement equipment. If the customer requires
the return of their original product, the exchange material will be considered "loaner material" and exchanged
again after the customer equipment is repaired.
Novametrix promotes customer participation in warranty repairs, should they become necessary. A longer
useful product life, and quicker, more cost-effective maintenance and repair cycles—both during and after
the warranty period, are benefits of a smooth transition into self-maintenance. The Technical Support
Department can provide technical product support at a level appropriate to your protocol and budget
requirements.
Please contact Technical Support for information on these additional programs and services:
• Focus Series Technical Training Seminars
• Test Equipment and Test Kits
• Service Contract / Parts Insurance Plans
• On-Site Technical Support
• "Demand Services" including:
Flat rate parts exchange
Flat rate return for repair
Time and material,
Full warranty, discounted replacement sensors.
The authorized representative for Novametrix Equipment is:
D.R.M. Green
European Compliance Services Limited,
Oakdene House,
Oak Road,
Watchfield
Swindon, Wilts SN 6 8TD
United Kingdo
Rev. 00