Warranty Claims
Execution of Warranty Claim
If a malfunction or defect is experienced during the negotiated warranty period (please refer to the TTS Proposal, Agreed Contract and if applicable TTS Standard Terms and Conditions attached to the accepted proposal) please adhere to the following procedure in order for TTS to determine if the event is considered to be a warranty claim.
Please note that all travel and on-site time associated with warranty work will be performed during normal working hours. Normal working hours are Monday-Friday (except Holidays) maximum 8 hrs per day. TTS can schedule in advance off hour support (travel and/or work) on weekends, holidays or in addition to the standard eight (8) hours per day. However, the incremental additional cost of the premium service will not be covered under warranty.
For On Site or Remote Troubleshooting:
1. Notify TTS of the situation through your TTS point of contact.
2. A Purchase Order (PO) must be issued to TTS to cover time, travel and/or expenses of TTS personnel, prior to dispatch of personnel.
3. After completion of troubleshooting and cause is determined to be covered under warranty, TTS will issue a statement of completion for the claim and no charges will be issued.
4. After completion of troubleshooting and cause is determined not to be covered under warranty (normal wear and tear or misuse of equipment) TTS will issue a statement of completion for the claim and an invoice for the total amount of services.
For Parts Repair or Replacement – Standard:
1. Notify TTS of the situation through your TTS point of contact.
2. TTS will issue an RGA number (Return Goods Authorization).
3. Please return the faulty component or equipment to TTS principle office for disposition, please clearly mark with RGA number.
4. After completion of troubleshooting and cause is determined to be covered under warranty TTS will issue a statement of completion for the claim and will return the repaired/replaced component under warranty.
5. After completion of troubleshooting and cause is determined not to be covered under warranty (normal wear and tear or misuse of equipment) TTS will issue a statement of completion for the claim and issue a quotation for a repair/replacement component plus shipping and handling.
For Parts Repair or Replacement – Expedited:
1. Notify TTS of the situation through your TTS point of contact.
2. TTS will issue a price for new or refurbished replacement component and dispatch upon receipt of purchase order.
3. TTS will issue an RGA number (Return Goods Authorization) for the defective component.
4. Please return the faulty component or equipment to TTS principle office for disposition, please clearly mark with RGA number.
5. After completion of troubleshooting and cause is determined to be covered under warranty TTS will issue a statement of completion for the claim and will return the repaired/replaced component under warranty After completion of troubleshooting and cause is determined not to be covered under warranty (normal wear and tear or misuse of equipment) TTS will issue a statement of completion for the claim and issue a quotation for a repair/replacement component plus shipping and handling.
