Customer Service Programs

Transcription

1 Customer Service Programs This brochure contains information about our Customer Service Center Network, our Service Agreements and Standard Service Programs.

2 Worldwide Service Center Network Customer Satisfaction and Value Delivered Anritsu is committed to delivering superior customer support. We achieve this through a global network of customer service centers that are registered to ISO 9001:2000 quality system compliance and staffed by factorytrained professionals who provide accurate, reliable, high quality repair and calibration services. When you entrust your Anritsu products to us, you get the expertise and quality you would expect from an industry leader and the fast turnaround time you demand. Service Centers Located Near You Service centers are strategically located across the country, providing a friendly and professional support team conveniently located near you. Technical Experts Our service technicians are experts at the repair and calibration of Anritsu products. They receive regular factory training on new and existing products and are fully equipped to provide fast, economic service for all your Anritsu products. Product Upgrades Anritsu service centers are equipped to install factory-designated improvements and recommended engineering upgrades related to your Anritsu product. These upgrades help insure peak product performance and highest reliability. Automated Test Systems Each customer service center is equipped with custom automated test systems to aid in the repair and calibration of Anritsu products. This automation results in increased efficiency and cost savings, which are passed on to our customers in the form of competitive pricing and quick turnaround. 5-Day Turnaround When a product requiring service is covered by an Anritsu service agreement or accompanied by a preapproved service purchase order, we will, in most cases, complete the requested service and have the product on its way back to you within 5 working days. 2

3 Anritsu Service Agreement Program Program Overview Annual repair agreements and calibration service agreements are available on most Anritsu products. With an Anritsu service agreement, you know in advance exactly what your support cost will be. All service is provided on a return to Anritsu service center basis. In addition to repair agreements, two types of calibration service agreements are offered. Standard Calibration Agreements provide the minimum level of documentation necessary for compliance with ANSI/NCSL Z For those customers who require a full set of pre- and post-calibration data, we offer Premium Calibration Agreements (the amount of test data and price is the only difference between the two types of calibration agreements). The Five Service Agreements offered are: Standard Calibration Agreement On a scheduled basis, provides verification that the model meets or exceeds all of its published specifications, execution of necessary adjustments, test data for out of tolerance parameters recorded before any necessary adjustments, a certificate of calibration which attests to compliance with ANSI/NCSL Z and NIST traceability, a list of test equipment used in the verification and the environmental conditions at the time of the verification, and a calibration sticker indicating date of calibration and recommended recalibration date. The customer is responsible for returning the product to Anritsu at the specified intervals. Additional calibrations are available at an adjusted price. Anritsu will offer to perform any necessary repairs on a per-incident basis prior to completing the calibration. Anritsu's worldwide policy of delivering superior customer satisfaction demands a stringent program of continuous development to meet or exceed our customers expectations. Repair Agreement Provides for all labor and material required to maintain the instrument in good working condition on a return to Anritsu service center basis. Replacement parts will be new or refurbished. Replaced parts become the property of Anritsu. This service excludes periodic calibration. Full Service Agreement Combines the features of the Standard Calibration Agreement and the Repair Agreement described above. Premium Calibration Agreement On a scheduled basis, provides verification that the model meets or exceeds all of its published specifications, execution of necessary adjustments, test data taken before and after any necessary adjustments, a certificate of calibration which attests to compliance with ANSI/NCSL Z and NIST traceability, a list of test equipment used in the verification and the environmental conditions at the time of the verification, and a calibration sticker indicating date of calibration and recommended recalibration date. Premium Full Service Agreement Includes the correction of problems resulting from a single failure. Test data taken before and after the repair is provided, plus all of the elements of the Premium Calibration Agreement are included. 3

4 Anritsu Service Agreement Program (continued) 4 Service Agreement Benefits Factory Expertise With Anritsu's Service Agreement Program, you get the benefits of having your product serviced by factory-trained technicians following factory-approved procedures. Better Cost Savings Anritsu calibration and repair service agreements are typically less expensive than equivalent per-incident service. Plus, you know in advance exactly what your product support costs will be. If you purchase a Repair Agreement or Full Service Agreement within 30 days of a per-incident service, you are eligible to receive a 25% discount on the price of the service agreement. Increased Productivity Anritsu service agreements promote customer productivity through reduced repair turnaround time and more efficient service order processing. Turnaround time will typically be reduced to 5 working days, and Anritsu will pay for the return shipment within the continental United States via 2 nd day air service for all products weighing less than 60 lbs ( Kg). All products weighing over 60 lbs. will be shipped via surface transportation. Special Service Offerings On-Site Support To minimize downtime, Anritsu offers calibration and repair service done right at your company s location. Great for production or critical need situations! Balanced Billing Options Need to spread your service costs over a 12-month period? We have a variety of billing options to meet your needs. Use our balanced billing program to fix your maintenance costs evenly each month, even if your service needs vary. Prescheduled Service Vacation shutdowns? Plant maintenance? Utilize Anritsu's free prescheduled service option to have your equipment scheduled and serviced at the same time. To keep your downtime to a minimum, contact your local service center to schedule service. For a service center near you, refer to the list of service centers at the end of this document. Customized Service Plans Do you have a special service requirement? Let Anritsu tailor a support plan that fits your company s requirements and goals. Contact your local service center. Next Up If you require expedited turnaround, we offer "next up" service for most models. For a nominal charge, your equipment will be serviced by the first available qualified technician. This service is offered at no charge if your equipment is currently under a service agreement.

5 Anritsu Standard Service Program Program Overview The Standard Service Program provides economic per-incident service for most Anritsu products at a preestablished standard price. All service is provided on a return to Anritsu service center basis. Two types of Z540-compliant calibration services are offered. Standard Calibration provides the minimum level of documentation necessary for compliance with ANSI/NCSL Z For those customers who need a full set of pre- and post-calibration data, we offer Premium Calibration. The Five Per-Incident Services offered are: Standard Calibration Provides verification that the model meets or exceeds all of its published specifications, execution of necessary adjustments, test data for out of tolerance parameters recorded before any necessary adjustments, and a certificate of calibration which attests to Z540 compliance. Standard Repair Provides for the correction of problems resulting from a single failure. This service includes a performance verification to insure that the model can be calibrated but excludes a certificate of calibration or calibration sticker. Standard Full Service Includes Standard Repair and Standard Calibration as described above, at a reduced price. The Anritsu Standard Service Program is intended for instruments that need repair due to normal use. Products subjected to abnormal use will be repaired on a time and material basis as authorized by the customer. All repairs are covered by a 90-day repair warranty on parts replaced and services performed. Premium Calibration Provides verification that the model meets or exceeds all of its published specifications, execution of necessary adjustment procedures as outlined in the operation and maintenance manual for that model, test data taken before and after any necessary adjustments, a certificate of calibration which attests to compliance with ANSI/NCSL Z and NIST traceability, a list of test equipment used in the verification and the environmental conditions at the time of verification, and a calibration sticker indicating date of calibration and recommended recalibration date. Premium Full Service Includes the correction of problems resulting from a single failure. Test data taken before and after the repair is provided, plus all of the elements of the Premium Calibration are included. 5

6 Standard Service Program (continued) ISO Accredited Calibrations Anritsu offers accredited calibrations that meet the requirements of the ISO/IEC General requirements for the competence of testing and calibration laboratories. This accreditation covers the specific calibration listed on the agreed scope of accreditation. Contact your nearest Anritsu service center to find out the specific model numbers eligible for calibration or accredited calibration. Standard Service Program Benefits Factory Expertise With Anritsu's Standard Service Program, you get the benefit of having your product serviced by factory-trained technicians following factory-approved procedures. Increased Productivity Anritsu's Standard Service Program is designed to increase customer productivity through reduced turnaround time and streamlined order processing. For Even Faster Turnaround If you include a preapproved purchase order for the service you want along with your product, Anritsu will typically provide a 5-working-day turnaround time. Call your local service center to preschedule your service needs and receive a return material authorization number. Free Shipping With Preapproved Orders Units sent in with a preapproved purchase order will be returned via 2 nd day air within the continental United States at no additional charge. All products weighing over 60 lbs. will be shipped via surface transportation. To arrange for service agreement coverage, simply contact your local Anritsu service representative with your list of models and serial numbers. 6

7 Extended Service (ES) Program Program Overview Our Extended Service (ES) options allow customers to lock in maintenance cost savings at the time of equipment purchase for maximum benefit and to experience the peace of mind associated with buying support beyond the equipment s original warranty. Alternately, you can add support options at any time during the new product warranty period. Each option extends the benefits of factory warranties to provide 2, 3, or 5 years of service and delivers quality on-site or return to Anritsu service center repairs and calibrations. Choose from a variety of repair only, calibration only, or repair with calibration options. Repair Only Options Your equipment can be repaired either on-site or at one of our service centers. When you choose on-site service, Anritsu provides next-day response at your location as well as all labor and material needed (subject to local availability). Calibration after repair and routine calibration/verification are excluded. Calibration Only Options These return to Anritsu service center options enable you to maintain equipment in compliance with ANSI/NCSL Z Calibrations are done at factory-recommended intervals. When you choose our standard service level, you receive precalibration test data for out of tolerance parameters, a certificate of calibration which attests to compliance with ANSI/NCSL Z and NIST traceability, a calibration sticker indicating the date of calibration and the recommended recalibration date, as well as a free calibration after any repair performed by Anritsu. When you choose our premium service level, you also receive a full set of before and after adjustment test data. Repair With Calibration Options This option extends the repair portion of the product s factory warranty, with labor and parts provided by Anritsu. In addition, your Z540 calibrations are done at factory-recommended intervals at an Anritsu service center. When you choose our standard service level, you receive precalibration test data for out of tolerance parameters, a certificate of calibration which attests to compliance with ANSI/NCSL Z and NIST traceability, a calibration sticker indicating the date of calibration and the recommended recalibration date, as well as a free calibration after any repair performed by Anritsu. When you choose our premium service level, you receive everything included in our standard service plus a full set of before and after adjustment test data. On-Site Calibration Options Calibrations (verifications for VNA products) are done on-site at factory-recommended intervals. When you choose our standard service level, you receive a complete set of ANSI/NCSL Z documentation and precalibration test data for out of tolerance parameters. When you choose our premium service level, you receive a complete set of ANSI/NCSL Z documentation and a complete set of before and after adjustment test data. Anritsu Extended Service options are summarized below. Place your order using the appropriate ES code. Extended Service Program Support Options 2-Year 3-Year 5-Year Repair Only Options Return to Anritsu Repair Only ES210 ES310 ES510 On-Site Repair Only ES211 ES311 ES511 Calibration Only Options Return to Anritsu Standard Calibration ES212 ES312 ES512 Return to Anritsu Premium Calibration ES215 ES315 ES515 Repair with Calibration Options Return to Anritsu Repair and Standard Calibration ES213 ES313 ES513 Return to Anritsu Repair and Premium Calibration ES216 ES316 ES516 Calibration with Verification Options On-Site Standard Calibration/Verification ES214 ES314 ES514 On-Site Premium Calibration/Verification ES218 ES318 ES518 7

8 Service Support You can depend on Anritsu to support you and your customers, wherever they are located. Anritsu s extensive service center network can be found in all major technology marketplaces throughout the Americas, Europe, and Asia. Warranty and maintenance support is only a phone call away. Americas Service Centers WESTERN REGION ANRITSU COMPANY 490 Jarvis Drive Morgan Hill, CA Telephone: (408) ANRITSU Fax: (408) us-support@anritsu.com CENTRAL REGION ANRITSU COMPANY 1155 E. Collins Blvd. Richardson, TX Telephone: (972) ANRITSU Fax: (972) us-support@anritsu.com BRAZIL ANRITSU ELECTRONICA LTDA. Praca Amadeu Amaral, 27-1 Andar Paraiso, Sao Paulo, Brazil Telephone: Fax: CANADA ANRITSU INSTRUMENTS LTD. 700 Silver Seven Road, Suite 120 Kanata, Ontario K2V 1C3 Telephone: (613) Fax: (613) EASTERN REGION ANRITSU COMPANY 10 New Maple Ave., Unit 305 Pine Brook, NJ Telephone: (973) ANRITSU Fax: (973) us-support@anritsu.com To order service, arrange for service agreements, or get information on available service programs in your region, call your local service center or visit our web site: SALES CENTERS: United States (800) ANRITSU Europe 44 (0) Microwave Measurement Division Canada (800) ANRITSU Japan 81 (46) Jarvis Drive, Morgan Hill, CA South America 55 (21) Asia-Pacific (65) PN: , Rev. B Anritsu September All trademarks are registered trademarks of their respective companies. Data is subject to change without notice. For most recent specifications, visit Discover What s Possible