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INSTRUMENT SERVICE OPTIONS
Below is a summary of service options that are available for our customers. Additional questions may be answered by contacting TEGAM’s customer service representatives:
By completing the Online RMA Request Form
Or by phone: 440.466.6100 (International) or 8000.666.1010 (United States only).
Instrument Service Options
There are several different types of service that may be performed by TEGAM. These are summarized below:
Calibration Only
If charges for calibrating the instrument have been approved and the instrument is in good working order when inspected by TEGAM service technicians then a CALIBRATION ONLY service may be performed by TEGAM. If a problem is identified with the instrument, which prevents it from being calibrated, no additional work will be performed on the instrument until verbal or written permission to proceed is received by the customer.
Repair Only
The customer wishes to perform all calibrations to the instrument at their own facility due to QA policies etc. TEGAM can perform the REPAIR ONLY service to an instrument but in most cases will have to perform a complete calibration/verification procedure on the instrument since it is part of the inspection process. Since each instrument and customer need is different, you may wish to contact TEGAM and discuss your specific needs.
Repair and Calibration
The majority of TEGAM RMA units are received with pre approval for charges for both repair and calibration. If the instrument is found to be fully operational then repair and evaluation charges will be waived and only the Calibration charges apply. If the unit is in need of repair then no delay is created in awaiting customer approval for these charges. If the repair charges are estimated to be more than the standard repair charge, the customer will be contacted for approval before any further action is taken.
Z540-1 Data
A growing number of TEGAM’s customer AQ policies require the documentation of calibration data before and after adjustments are made to the instrument. This is done in order to track whether the instrument’s deviations from nominal performance, if any, are significant enough to justify corrective action within the customer’s manufacturing or calibration facility. Because many of TEGAM’s customers do not need this documented information, we continue to offer a Z540-1 certificate and report as an optional item in our service plan. Z540-1 data must be specified in order to receive pre and post calibration data.
A2LA Data
TEGAM, Inc. is able to provide “A2LA Accredited” calibrations within our Scope of Accreditation as described in our Certificate Number 2018.01. All of the TEGAM products within this scope come standard with the A2LA Accredited calibration.
Receipt of RMA Instruments
RMA units received by TEGAM are environmentally stabilized for a period of 48 hours within our calibration lab before any work is performed. Once this stabilization period is over, service instructions are reviewed and performed based on the information documented by TEGAM customer service representatives over the phone and information that may be included in the Calibration & Repair Service Expedite Form by the customer.
Repaired Instruments
After authorization for service is received from the customer, TEGAM will perform the required services on the instrument and complete a repair record. A copy of this repair record will be returned with the instrument to the customer. The record will include the following information:
- Model and/or item number
- Date received
- Serial number
- RMA number
- Customer name
- Diagnosis
- Repairs performed
- Name of Technician
- Completion date
This information is also entered into the TEGAM customer data files. These records will be maintained for a minimum of five years.
Special Circumstances
TEGAM recognizes that periodically, the need for special product services may arise. We are committed to customer service and are willing to listen to what your concerns and issues are. Please feel free to contact us and let us know how we may improve our service to you. Customer input is greatly appreciated and is the motivating factor behind our products and policies.
Customers are welcome to tour our test facilities. If you would like to tour our facility or have a question, please complete the following Service Request Forms.