CyberChiller Series Installation, Operation & Maintenance Manual

5.0PRODUCT SUPPORT GROUP

SATS provides to its customers a Product Support Group (PSG) which not only provides technical support and parts but the following additional services, as requested: performance evaluations, start-up assistance and training.

5.1 Technical Support

The SATS Product Support Group (PSG) is dedicated to the prompt reply and solution to any problem encountered with a unit. Should a problem develop that cannot be resolved using this manual, you may contact PSG at (240) 529-1399 Monday through Friday from 8:00 a.m. to 5:00 p.m. EST. If a problem occurs after business hours, dial the page number

(301) 414-4514 and follow the steps below:

1.Wait for the dial tone.

2.Dial your telephone number (including area code).

3.Press the pound (#) key.

4.Wait for a busy signal.

5.Hang up the telephone.

One of our service technicians will return your call. When calling to obtain support, it is vital to have the following information readily available, (information is found on unit's nameplate):

•Unit Model Number (CCH-XXX-X-XX)

•SATS Item Number (123456)

•Unit Serial Number (1234567)

•Description of Problem

5.2 Obtaining Warranty Parts

Warranty inquires are to be made through the Product Support Group (PSG) at (240) 529-1399 Monday through Friday from 8:00 a.m. to 5:00 p.m. EST. A service technician at SATS will troubleshoot the system over the telephone with a field service technician to determine the defect of the part. If it is determined that the part may be defective a replacement part will be sent UPS ground. If the customer requests that warranty part(s) be sent by any other method than UPS ground the customer is responsible for the

shipping charges. If you do not have established credit with SATS you must provide a freight carrier account

number.

A written (or faxed) purchase order is required on warranty parts and must be received prior to 12:00 p.m. for same day shipment. The purchase order must contain the following items:

•Purchase Order Number

•Date of Order

•SATS Stated Part Price (obtained from PSG)

•Customer Billing Address

•Shipping Address

•Customer's Telephone and Fax Numbers

•Contact Name

•Unit Model No., Serial No. & SATS Item No.

The customer is responsible for the shipping cost incurred for shipping the defective part(s) back to SATS. Return of defective part(s) must be within 30 days at which time an evaluation of the part(s) is conducted and if the part is found to have a manufacturing defect a credit will be issued.

When returning defective part(s) complete the Return Material Authorization Tag and the address label received with the replacement part.

See SATS Standard Warranty located in section one of this manual.

5.3 Obtaining Spare/Replacement Parts

Spare and replacement parts requests are to be made through the Product Support Group (PSG) by fax (301) 620-1396, telephone (240) 529-1399 or E-mail (parts@stulz-ats.com). Quotes are given for specified listed parts for a specific unit.

SATS accepts Visa and MasterCard. SATS may extend credit to its customers; a credit application must be prepared and approved (this process could take one week).

A 25% minimum restocking charge will be applied on returned stocked parts that were sold as spare/ replacement parts. If the returned part is not a stocked item, a 50% restocking charge may be applied. Additionally a Return Material Authorization Number is required when returning parts. To receive credit for returned repair/replacement parts, the parts must be returned to SATS within 30 days of the purchase date. Spare part sales over 30 days old will be considered final and the parts will remain the sole property of the ordering party.

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(©October, 2006)