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Teledyne RDI's Customer Service department offers a wide array of after market services to meet your various needs.
- Product Exchange Service
- Online Product Troubleshooting
- Product Training
- Product Commissioning
- Extended Warranty
- Product Inspection and Refurbishment Services
1.
Phoenix Program - Teledyne RD Instruments Exchange Program
Introduction:
The Phoenix Program is intended for the Customer who has OS/OO/Mariner/Long Ranger
ADCP’s whose operational commitment can not afford “down time”. As these products
are built-to-order and take as long as 120 days to manufacture, the Customer
is left with little choice than to wait for the repairs to be completed or have
a spare system on hand. In either case, the investment in time and/or money makes
these approaches unacceptable.
What It Is:
This service will allow a Customer to have available a transducer or system to
be shipped to the nearest major port or staging area within 48 hours of request.
The equipment is stored at RD Instruments and can be used as an exchange for
the same frequency and model ADCP owned by the customer. The returned equipment
is priority repaired, refurbished, and placed back in storage to be used again
as often as required for the remainder of the contract. In addition, the Customer
may request a one time exchange prior to expiration of the contract to serve
as a Refurbishment Service.
What It Is Not:
The Phoenix Program is not a spare system or part. It is available as an exchange
only. It is important to note that while priority repairs are being made, there
is no system available for exchange until the repairs are completed. The Customer
must decide the number of Phoenix Programs to purchase based on the number of
systems owned. See policy statement for additional information.
Policy Statement:
- Standard Service is for three (3) years from the time of purchase.
- Standard
Service, Optional Year 4, and Optional Year 5 include the standard Teledyne RD
Instruments Limited Factory Warranty.
- The Phoenix Program may be used as many
times as required during the length of the contract. The equipment that is returned
to RD Instruments must be repaired/refurbished before it will be available to
exchange again.
- RD Instruments will pay related shipping charges on the Exchange
Equipment to the nearest major port or staging area.
- Customer will pay related
shipping charges for the Equipment returned to RD Instruments for service.
- Upon Expiration/Termination of the Phoenix Program, the Customer
may request an exchange for the same-type system as a Refurbishment Service.
- All minor repairs, regardless of warranty status, will be covered
under this Phoenix Program. Loss of equipment, or catastrophic damage not related
to a manufacturing defect may not be covered and result in additional charges.
Specific examples of Non-Warranty damage include, but is not limited to; physical
damage to the equipment resulting from bio-growth, mishandling, misuse, and/or
improper packaging; operation or exposure, intentional or unintentional, beyond
factory rated depth; flooding and/or water ingress not related to a manufacturing
defect. Contact RDI for additional information.
For full details on this program, please contact Daniel Doherty,
Customer Service Manager at ddoherty@teledyne.com;
or tel. +1-858-842-2600.
2. Online Product Troubleshooting
Teledyne RDI has recently adopted leading edge
technology to
provide our customers
with online, interactive
product support. This technology effectively puts a virtual Teledyne
RDI expert on-site with you -– seeing
the things you see
and answering your concerns directly.
If your computer can be placed on-line, our service technicians can view your data and/or product settings and commands to help you trouble shoot your problem in real-time. No need to try to describe your problem over the phone, with this new service, our engineers can see and hear you problems and quickly walk you though a resolution.
To learn more about this exciting new FREE service, please contact field service at rdifs@teledyne.com, or call +1-858-842-2600.
3. Product Training
Teledyne RDI offers product and software training to ensure that you understand the full scope of your Teledyne RDI product's capabilities.
Although our software wizards will quickly get you up and running, our products are brimming with features and capabilities! Make sure you're putting these tools to work for you. We offer all levels of product and software training either at our facility or yours. Online
training is also available.
To learn more about this service, please contact field service at rdifs@teledyne.com, or call +1-858-842-2600.
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4. Product Commissioning
Teledyne RD Instruments’ highly trained and experienced Field
Service Group is available to assist you with on-site product commissioning services. Conformation
of proper installation and operation of your TRDI ADCP is highly advantageous
to ensure the success of future operations and data accuracy. Services
include dock side testing of the product, supervision of the installation, Harbor
and Sea Acceptance Testing, and concurrent operational training for the product’s
specific set up and configuration for your vessel.
To learn more about this service, please contact our Field Service
Group at rdifs@teledyne.com or call +1-858-842-2600.
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5. Extended Warranty
Teledyne RDI offers a one-year warranty on all of our Doppler products. We also offered extended warranties based on a percentage of the product purchase price. An extended warranty help you plan your annual budgets and alleviates unplanned operational expenses.
For more information, please contact field service at rdifs@teledyne.com, or call +1-858-842-2600.
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6. Product Inspection & Refurbishment Services
To ensure that you continue to receive optimal results from your Teledyne RD Instruments product(s), we recommend that every ADCP / DVL be returned to our factory for an inspection every 2-3 years. We'll provide your unit with a thorough multi-point inspection, and let you know if any refurbishment services are required to properly maintain the unit.
To learn more about this service, please contact field service at rdifs@teledyne.com, or call +1-858-842-2600.
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