If a customer experiences a system fault, they are encouraged to contact their local service desk for technical service and support.
The service team will decide on whether the system needs to be returned to PI for further investigation if the fault cannot be fixed remotely. A Returns Material Authorization number will be issued and the system can be returned to PI quoting this reference.
For system faults covered under warranty, extended or otherwise, the system is repaired and returned to the customer without charge.
For systems not covered under warranty, that is, the warranty period has expired or the fault with the system was found to be due to reasons other than a manufacturing defect, the customer is contacted and informed of the costs that would incur if the customer decided to proceed with the repair. If the customer decides not to proceed with the repair, then the customer is charged for the fault investigation and the unit is returned to the customer.