Diagnostics
and Repair

TROUBLESHOOTING

1.1. For equipment that can be sent to our service center in Moscow (spectrometers, blocks, attachments):

Notification of the receipt of equipment for diagnostics will be sent to you by e-mail within 24 hours from the moment the equipment arrives at us.

Primary diagnostics of equipment malfunctions, with the issuance of conclusion on the malfunction, as well as an indication of the estimated cost and estimated repair time, is carried out within no more than 48 hours.

1.2 For spectrometers that cannot be sent to our service center:

The service specialist within 48 hours will prepare initial recommendations for a possible remote solution to the problem. (Our 11 years of service experience will help to resolve large part of the possible problems remotely).

If the proposed recommendations do not solve the problem, then the terms and cost of the service specialist’s visit directly to the device installation site for diagnostics and repair will be agreed upon.

REPAIR

The timing of the repair work is determined at the time of the initial diagnosis and depends both on the type of malfunction and on the availability of the necessary spare parts.

We strive to maintain a stock of the most requested spare parts. However, considering the wide range of materials used in the repair of spectrometers, in many cases we are forced to import some spare parts to complete the repair. This can extend the turnaround time for instrument repairs by up to several weeks. For cases of warranty repair, depending on the type and conditions of purchase of the equipment, the maximum total repair period should not exceed the period specified in the warranty conditions of the Purchase Agreement.

REPAIR COST

Warranty repair, namely the repair of equipment under the Warranty (initial - for new equipment, or extended on the basis of Extended Warranty agreements), and subject to the terms of the warranty set forth in the Equipment Purchase Agreement, are carried out free of charge for the Customer.

Warranty repairs after maintenance can be carried out both at a service center in Moscow (delivery to the center at the expense of the Customer), and at the customer's site, subject to payment of travel expenses.

The cost of repair work, diagnostics and maintenance of equipment (after the end of the warranty period) is determined on the basis of the company's standard rates, including: the cost of a working day, as well as the cost of transport and accommodation when performing work outside of Moscow and the Moscow region

CONCLUSION

We strive to solve any problems related to the maintenance and repair of the equipment supplied by us in the most efficient and convenient way for our customers.

While setting out our company's basic principles and approach to Service, this document does not, however, contain "legal guarantees" regarding the fulfillment of the conditions set forth in it and does not cover all situations that may arise in the context of equipment service.