|
|
Repair & Upgrade Services.
Do you have a unit which requires an upgrade or a unit that is faulty?
If so please contact the local Trend Subsidiary or Distributor from whom the unit was purchased. Some of our Distributors are authorised to carry out repairs and upgrades. Where this is not the case they will deal directly with the appropriate Trend office on your behalf. If you are unable to contact your supplier, or if you are in the UK, please contact the Customer Support Centre direct.
Here are some useful guidelines to help you when contacting Trend:
Ensure you have the following information available before you contact us:
Serial Number
Product Type
Repair status (Warranty, Out of Warranty, Estimate, Upgrade, Fixed Price* etc.)
Fault description or other Return specification
Your Facsimile number
Fixed Price*: To minimise downtime, Trend operates a Fixed Price Repair service for out-of-warranty repairs on all products from the aurora range. Repair prices for most other products are by estimate, but some can be done on a Fixed-Price basis. We will advise you of the repair options and prices when you contact us. Upgrade prices are available from your local Trend Sales representative.
We will issue you with a Return Material Authorisation (RMA) number. You should pack the unit carefully to prevent damage and return it to us quoting this number. Please note that it is important for effective turnaround to request the RMA number before returning the unit for Repair.
If you are returning a unit for Fixed Price Repair please send a Purchase Order for the total Repair Price, including carriage, which we will have advised. This is important, since we cannot give you the best possible turnaround time if we have to wait for your PO!
If the unit is not for Fixed Price Repair and is out of warranty you will be sent a formal Repair Quotation once we have had an opportunity to examine the unit. We will complete the repair only when we receive your Purchase Order. Please note that there is an examinations charge of £75.00 if you do not accept the Repair Quotation.
In-warranty repairs of auroras will be despatched within ten working days of receipt. Out-of-warranty repairs, within ten working days of receipt of Purchase Order. Note that some other products may have to be returned to the original manufacturer which may lengthen turnaround time. Please ask.
Upgrade turnaround is subject to quoted lead-time. We will be pleased to advise at order-placement.
Please help us by quoting the RMA number in all correspondence and externally on all packaging.
If you have any queries concerning this process please contact the Customer Support Centre and an administrator will advise on the process. It is our aim to ensure that any equipment returned to us is out of your service for the minimum period of time.
Alternatively, if you are already familiar with our process, you can submit a Returns Request
|