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Extent of a Service Call
Warranty or service calls generally include onsite repair or exchange of
instruments or components, travel to the location of the instrument, and onsite
labor during normal business hours. A warranty or service call is initiated by the
customer by following the instructions on how to obtain service for the
customer's instrument. The service call is considered complete when any defects
in material or workmanship have been corrected by repair or replacement and the
instrument conforms to the applicable specifications. When service is complete,
the customer receives a copy of the documentation detailing all work performed
by the Siemens representative or authorized distributor.
Service Outside Normal Hours
Customers, with some exceptions, may also request service to be delivered or an
exchange to be initiated outside normal business hours, including evenings,
weekend days, or nationally observed holidays, by contacting the nearest
Siemens location or authorized distributor. Service performed outside normal
hours is subject to a surcharge unless the customer has in place a service product
option that provides service at the time requested.
Replacement of Parts
In performing service, Siemens or its authorized distributors provide appropriate
parts to repair the instrument, or arranges for the exchange of the instrument or
affected parts, at no charge with the exception of certain parts or subassemblies
that are considered Customer Maintenance Items. Customer Maintenance Items
include, but are not limited to, the following items: lamps, electrodes or sensors
(which are covered by a separate warranty), reagents, calibrators, controls, paper,
and pens. Consult the appropriate system operator's manuals for a complete list
of Customer Maintenance Items for any specific model of instrument.
Design Changes and Retrofitting of Instruments
Siemens reserves the right to change the design or construction of specific
models of instruments at any time without incurring any obligation to make such
changes available to individual customers or instruments. If Siemens notifies
customers of a change that improves the performance or reliability of their
instrument, and requests to retrofit that instrument, the customer must agree to
allow Siemens or an authorized distributor, at Siemens' expense, to retrofit
components or make design changes, which does not adversely affect the
instrument's performance characteristics.
Key Operator Designation
Each customer designates a key operator who is available to Siemens
representatives to describe instrument malfunctions by telephone and/or to
perform simple adjustments and corrections as requested. If a key operator is not
designated or is unavailable when the customer requests service, the delivery of
service may be delayed.
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