Policy revision #1

Effective date : 16th March 2009

Warranty policy / process

Unless stated otherwise on the data sheet, City Technology products are warranted for a period of 12 months from date of despatch, against defects in workmanship, materials, and construction. A credit note or free of charge replacement will be raised against the appropriate account where a sensor has failed within these criteria.

  • Units, which exhibit misuse, accident, or neglect by the user will be scrapped and no credit issued.
  • Other manufacturers' product will be refused or returned to the sender even if the customer requests the product be scrapped.
  • No credit will be issued for any material returned improperly packaged or damaged in transit.
  • Any acceptance of goods returned for credit will be at the sole discretion of City technology.

A summary of the procedure for Handling of Warranty returns is set out below.

City technology has automated the handling and control of warranty failures. Part of this process requires the support of our customers in implementing the following guidelines:

  1. Should a product fail to meet the performance requirements set out in the application notes &/or datasheet or exhibit other defects please contact in the first instance, a member of City Technology's technical staff.
  1. Subject to a discussion with CTL staff, return of sensors to CTL for evaluation may be required. If so then an RMA form is to be completed including the following detail. A link to download the form can be found at the bottom of the page:-
    • Name, address, including email contact details
    • Your account number (can be found on any order acknowledgement)
    • The part number of the returning product(s) (either your own number or the factory number)
    • The description is the basic name of the product
    • The basic failure mode (how did the product fail?), using the Defect Code drop down menu
    • Any further comments on how the sensor failed
      • If the nature of the fault is not clearly stated then the basic sensor testing will be performed & if no fault can be detected then a credit may not be issued
    • Denote whether this failed in service OR production (out of box failure)
    • Where applicable, add your own reference to aid future cross referencing
    • Denote whether you would prefer free of charge replacements instead of a credit. The default on the form is NO so you will need to change to YES if you prefer
    • It is not always possible to confirm a fault on retest & we understand that you may not want to receive these sensors back & reuse. IF you would like no fault found sensors returned to yourselves then the form must be changed to YES in the note 1 column. The default is NO so, if unchanged, they will be disposed of at City & may not be credited
    • We endeavour to understand the root cause of all failures but this may not always be practical. If you have a request for a root cause to be determined on a particular sensor then please make this known on the form under the ‘Special request Note 2 ‘ column. Please include your own corrective action reference where applicable
    • email the completed form to returns@citytech.com & print a copy & place in with the returning sensors. Receipt of sensors by CTL is not an admission of liability.
  1. Once a warranty failure is received at City Technology, a unique reference number will be added to the form. PLEASE USE THIS REFERENCE NUMBER IN ANY FUTURE CORRESPONDENCE. Any discrepancies will be noted (this includes denoting sensors that are out of warranty & any discrepancies in quantities &/or descriptions). This updated form will then be emailed to those contacts listed on the form as acknowledgment of the returns. Our goal is to complete this activity within 24 working hours or receiving the package. On completion of the investigation the disposition will be noted on the form & emailed again to the listed contacts. The goal to complete this activity is 7 working days Where applicable, a credit memo Or notification of a free of charge replacements will be emailed within 4 working days. Where a fault investigation is requested then the timescales will be communicated to yourselves
  2. The sensing and referencing electrodes of biased operation CiTiceLs must not be shorted together when returned. All other toxic gas CiTiceL types must have their sensing and reference electrodes shorted out.
  3. Please wrap each sensor individually to prevent any damage in transit. This is most important because failure to protect each cell may cause damage to the critical capillary mechanism during transit.
  4. Products containing PCB interface electronics should be stored and transported in anti-static bags.
  5. When returning goods under warranty all accompanying documentation should clearly state that they are defective goods and of 'no commercial value'.
  6. Outer packaging must be clearly identified as Warranty returns & shipped to

    • City Technology centre,
    • Walton Road,
    • Portsmouth,
    • Hampshire,
    • PO6 1SZ
    • United Kingdom

 

Download RMA form