Support & Service Center

General Conditions - Warranty and Service repair

Last Updated: Apr 13, 2017 12:21PM CEST

1. Applicability

These general conditions apply for warranty and service repair work performed by Crosscontrol AB, Alfta, Sweden, hereinafter referred to as Supplier.

Companies that source products from the Supplier, and from time to time will return products to the Supplier for warranty and service repair work are hereinafter referred to as Customer.
 

2. Process and conditions

A. When Customer wants to return a product, Customer shall request a RMA (Return Merchandise Authorization) by contacting the Supplier via the contact form or "My Cases" at the Support & Service Center.
Multiple units? Use the "CC_RMA_Request_Form.docx" and attach it in the contact form, see below.

B. Supplier receive information about the product. Critical information to be included in the form are,
  • Part number.
  • Serial number(s).
  • A detailed fault description.
  • Date when the unit(s) was taken into commercial use.
This info helps to identify the product(s) and it enables to evaluate if the product(s) is within Warranty or not.

C. Supplier shall then respond to the RMA request with a confirmation of the RMA and instructions on how the Customer should proceed with the return of the product(s).

D. When Supplier receives the product(s) he shall undertake fault analysis and revert to Customer within 5 working days with an RPA (Returned Product Assessment) including,
  • Fault analysis
  • Recommended corrective action, repair activity
  • Statement whether the returned product(s) are covered by warranty, and if not, an estimate cost on the repair.
 

Route A – Repair covered by warranty

E. This route applies when the RPA concludes that the returned merchandise is covered by warranty.

F. Supplier shall perform the repair and ship out the repaired product(s) within 10 working days. For larger batches, the time for repair may be longer.
 

Route B – Repair not covered by warranty

G. This route applies when the RPA concludes that the returned merchandise has fault not covered by warranty.

H. Customer has 10 working days to respond to the RPA, whether he wants the proposed repair performed or not. One reminder will be sent by Supplier.
  1. If Customer does not respond to the RPA, the merchandise will be scrapped. Supplier is entitled to charge the Customer the RPA cost.
     
  2. If Customer responds to the RPA, the product will be either repaired or scrapped, depending on Customer’s ruling. If the ruling is to scrap the product, Supplier is entitled to charge the Customer the RPA cost.

I. In case of repair, Supplier shall perform the repair and ship out the repaired product(s) within 10 working days. For larger batches, the time for repair may be longer.
 

Route C - No fault found

J. This route applies when the RPA concludes that the returned merchandise has no fault.

K. Customer has 10 working days to respond to the RPA, whether he wants the product returned or not. One reminder will be sent by Supplier.
  1. If Customer does not respond to the RPA, the merchandise will be returned to Customer. Supplier is entitled to charge the Customer the RPA cost and cost of transportation.
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