Self-Help
Exatron attempts
to design its equipment to be simple and easy to understand
and maintain. This provides customers with the opportunity
to keep their own equipment in good working order and fix
most problems themselves, which keeps costs down and can
keep equipment up and running for the maximum time.
To encourage customers to service their own equipment,
Exatron parts lists provide real vendor part numbers
for non-Exatron manufactured parts. This allows customers
to find spares locally and allows for cross-referencing
of spares. Exatron will not void a warranty
if a customer attempts a self-repair and
is unsuccessful (with the exception of laser optics).
If the customer makes the condition worse, the warranty
will still remain in effect. Telephone
support is available for all systems under warranty.
Local
Service
Exatron relies
on certain sales representatives, whom Exatron has
designated as "Factory Service
Centers" to provide field service. Our service
centers are located in Massachusetts and Arizona in
the United States, and in England, France, Japan, Korea,
Singapore and Mexico.
Factory
Service
Exatron provides
factory service from our San Jose factory. This service
can come in the form of service
calls or in-house service. Exatron will make a
best effort to respond quickly to field-service calls.
Emergency calls may carry a substantial additional
service charge.
Service
Contracts
Exatron, in
conjunction with our service centers, offers Service
Contracts for all equipment. The customer may place
the service contract with the local service center
or directly with the factory. Service contracts cover
scheduled maintenance visits and can cover emergency
visits as well. |
