Novametrix Medical Systems CO2SMO User Manual page 6

Service Policy
Novametrix Medical Systems Inc. will provide Warranty Service Support to its customers within 48
hours of receiving a telephone request for technical support. This 48 hour period begins once a
service request is placed through the Factory Technical Support Department in Wallingford,
Connecticut. Novametrix provides factory direct technical support to its customers through a
technical support group located in Wallingford, Connecticut and company service representatives
located throughout the United States. All Technical Support for Novametrix products is provided
"Factory Direct".
Novametrix provides 24 hour a day technical support accessibility via telephone numbers (800) 243-
3444 or (203) 265-7701. After hours technical 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. It is suggested
that any person calling in for technical support have the inoperative equipment available for
preliminary troubleshooting as well as product identification. 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. Any replaced defective material is
expected to be returned to Novametrix within 10 days of being provided in order to avoid additional
charges. Exchanged material should be returned promptly and directly to Novametrix using the
return paperwork and shipping label(s) provided. Transferring return materials to local sales or
dealer representatives does not absolve return responsibility.
Novametrix manufactures equipment that is generally "user serviceable" and can usually be repaired
with the replacement of a plug-in electro-mechanical assembly by the clinical end user. When repair
parts are provided, the recipient can call into Novametrix for on-line 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. This
program allows for customer training and a smooth transition into self-maintenance after warranty,
which can provide substantial cost savings on repairs throughout the product's life.
The Novametrix Technical Support Department can provide technical product support at a level
appropriate to most customers protocol and budget requirements. Please contact the Technical
Support Group at Novametrix for additional information.
Additional Novametrix Technical Support Programs
• Focus Series Technical Training Seminars
• Test Equipment and Test Kits
• Service Contract / Part Insurance Plans
• On-Site Technical Support
• 24 hr. telephone support
• "Demand Services"
Flat rate parts-exchange,
Flat rate return for repair
Time and Material,
Full warranty, discounted replacement sensors
vi
CO SMO
Operator's Guide
2
Rev. 04