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Service - Taking care of YOU! There are all kinds of terms used to define the task of taking care of a customers needs being used today. Maintenance, service, and warranty do NOT have the same meaning. We have our own technical facilities in Birmingham, Alabama. In our technical facility we manufacture and support our exclusive Companion and QTR II products as well as provide diagnostic services and minor repair on other wireless products. We also coordinate services with sub-contractors who assist us in the installation of local area vehicular installations as well as tower work anywhere within a 300 mile radius of Birmingham. Due to the complex nature of modern electronic design, a local service shop is generally limited in the scope of service provided. Some products, such as the Motorola Minitor IV and V are not field serviceable. As a matter of fact, opening a Minitor VI or V pager voids the warranty and invalidates the Intrinsically Safe rating associated with this product. Accordingly, shop service is mostly a matter of diagnostics, minor repairs (replacement of antennas, batteries, cases, clips, etc.), then coordinating repair at a designated factory repair center. We offer a variety of services to meet the individual needs of those we serve. Our most popular program, known as Flat Rate Direct Exchange provides next day service or replacement at reasonable cost. We also offer time and material repair services, diagnostic services, and warranty coordination. We can handle on-site installation or installation at in Birmingham. Whatever your need, whatever your budget, we've got a plan just for YOU! Warranty and maintenance Our Companion and QTR II series products are covered by a one year warranty with repair or exchange made at our facility in Birmingham, Alabama. Other products are covered by the respective manufacturer's warranty which is typically one year on most products with the notable exception of Motorola CM, CP, HT, PR, and PM series radios and all current models of Relm radios. A warranty does not cover wiring associated with installation, shipping costs for return to the manufacturer, on-site service, or use of an exchange unit while services are being made by the factory. Normal turnaround time for factory repair is three weeks after receipt at the factory. User pays shipping cost to the factory with the exception of Motorola products (Motorola sends a prepaid shipping label by email or fax when you call a toll free number for warranty service). Other manufacturers pay return shipping cost via UPS ground. Overnight return shipping is available at extra cost. Damage caused by lightning or abuse is not covered by warranty. We strongly recommend installation of lightning and surge protection on all associated AC lines, phone lines, and coaxial cables associated with radios. Whenever possible, we also recommend the purchase of the manufacturers extended warranty program. Supplemental services The difference between
services applicable to delivery of equipment (contractual services), and
services provided after delivery (post-sale services) can be a confusing
issue. This guide has been
prepared to provide a better understanding of the applicable terms. Contractual Services
Contractual
services involve the conditions of normal delivery.
Unless specifically stated in the sales agreement, it is understood
that the equipment provided is sold with the understanding that it meets
the manufacturers published specifications, but carries no guarantee for
fitness of purpose of unknown customer expectations.
Post-Sale Services
The
word most commonly associated with post-sale services is maintenance.
This is sometimes confused with warranty.
They are NOT the same! A
warranty is a guarantee to repair a defective product by the manufacturer,
at the manufacturer’s designated point of repair.
Suffice it to say, that the repair depot is NOT your local radio
service shop. Accordingly,
the procedure for handling a warranty claim is between the user and the
manufacturer – not the seller of the products. Several important points to remember: The manufacturer is under no obligation to provide a replacement (i.e. loaner), or to adhere to any particular time schedule. They make the repairs as quickly as possible. That could be a couple of days, a couple of weeks, or in some cases, a couple of months. Further, if the manufacturer makes extensive repairs or replaces the radio, your programming will be lost. It will be your responsibility to reprogram returned equipment. You can either purchase programming equipment and software to do this yourself or pay a servicing dealer to do it for you. If it becomes necessary to travel to the user site for programming, normal hourly rates of $75 and travel charges ($50 per hour and $.50 per mile) would apply Maintenance Service – Time and Material
(Private radio systems)
Time and material maintenance charges apply for service performed on user equipment, whether in or out of warranty. If a call for maintenance is issued by the user, the normal service procedures apply. This will involve a minimum shop charge of $37.50 for any unit brought to our shop. Labor is billed at $75 per hour plus parts. On-site maintenance is also billed at $75 per hour plus $.50 per mile and $50 per hour for travel time if services are performed between 8 am and 5 pm Monday through Friday. |
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CUSTOMER SERVICE RATES
Services performed
between 5 pm and 10 pm, Monday through Friday will be subject to a labor
charge of $112.50 per hour. Service
after 10 pm, or on weekends will be $150 per hour.
Holiday rates are $225 per hour. Maintenance Service
– Monthly contract (Private radio systems) A service contract has
traditionally been favored by governmental users due to the necessity of
maintaining a fully functioning system at all times.
The rates will vary depending on the cost of the equipment,
location of the equipment, the level of service expected, and the time at
which the repair is performed. To
keep cost as low as possible, it is customary to exclude damage caused by
abuse as well as batteries, antennas, and coiled cord microphones.
The table below can be used for determining your monthly service
contract rates.
(1)
Within 150 mile radius of Birmingham, AL. (2)
Monthly service charge of equipment valued at over $1,000 is
calculated by using a percentage of the original equipment cost.
For example, a $7,500 digital recorder would have a monthly
contract cost of $60 if the recorder was brought to our shop for repair.
For on-site service during normal business hours (8 am to 5 pm
M-F), the rate would be $75 per month.
24/7 service would be $112.50 per month.
If you want an exchange unit available rather than being down while
repairs are being made, you would add 1.0% to either the normal hours rate
or 24/7 service ($150 monthly for weekday on-site service or $187.50
monthly for 24/7 on-site service). Annual Contract with
Exchange Unit Provided We offer a special Direct Exchange program that provides next day replacement of a defective unit for a flat rate of 10% of the original equipment price, paid annually in advance. Users covered by this plan receive an exchange unit within 24 hours after reporting a defective item. Any repairs and/or returns to the original manufacturer are covered under this plan. Abuse (broken clips, antennas, broken cases etc. is not covered) will be billed separately as applicable. Batteries are included during the original warranty period. Thereafter, the cost of replacement batteries as applicable will be billed separately. A call tag will be sent with the replacement item. An invoice will also be attached to cover the cost of the replacement unit. Upon receipt of the defective unit, the invoice for the replacement item will be canceled. Defective items not returned within 15 days after receipt of the replacement item will not be accepted and the cost of the replacement item will be due and payable. What to do when things go wrong When a product malfunctions, who you call depends on how you are set up for service. If your product is still under the manufacturers warranty, you would call the applicable number from the chart below corresponding to the manufacturer. If you prefer to have Falcon Direct diagnose the problem and handle the transaction with the manufacturer, you would call the Diagnostics/Handling number listed below. This number can be used for both in-warranty and out of warranty products subject to a minimum fee of $37.50. If we find the problem, we will call you and tell you what is required for correction. This may involve replacement of an antenna, fuse, battery or minor repair. Required parts will be invoiced separately. If return to the manufacturer for warranty service or flat rate repair is required, Falcon Direct will provide this service at no additional charge. Any charges made by the manufacturer are not included in the Diagnostics and Handling charge. If you are not covered by warranty service or Direct Exchange service, you can choose the flat rate repair plan in accord with the current rates or, if you prefer, we will return your equipment without making repairs (There will still be a $37.50 minimum charge for evaluation, testing, and return). If you are covered by Direct Exchange service, a replacement will be sent within 24 hours along with a call tag for return of the defective unit. (See Annual Contract with Exchange Unit Provided above).
Questions and comments If you have any questions on our maintenance services, please call us locally at 205.854.2611 in the Birmingham, Alabama metro area or nationwide toll free at 1.800.489.2611.
Copyright 2007 - Falcon
Direct, Inc. |
