Fluid Components International MT91 Customer Service

APPENDIX C - CUSTOMER SERVICE FLUID COMPONENTS INTL

Appendix C. Customer Service

Point of Contact

Your point of contact for service, or return of equipment to FCI is your authorized FCI service representative (see list
in the front matter of this manual).

Reference Documents

Return Authorization Request/Certificate of Non-Contamination (Document 1)
Warranties (Document 2)
Documents 1 and 2 are included in this appendix.

Hardware Return Procedure

1. Complete a Return Authorization (RA) Request/Certificate of Non-Contamination form (Document 1). Mail
or fax it to FCI customer service department. After FCI issues an RA number, complete the following steps.

2. Thoroughly clean the hardware.

3. Package each instrument with protective packing material similar to the original FCI shipment cartons indicated
below. All damage occurring in transit is the customer’s responsibility.

a. Instruments weighing less than 25 pounds each are to be covered with protective wrap, i.e. bubble wrap

or surrounded with "popcorn". Instruments weighing greater than 60 pounds or extending more than

four feet should be secured in wooden crates by bolting the sensing element assembly in place.
b. Protect the sensing element with a cardboard tube or other sturdy wrapping.
c. Do not pack more than four small instruments in each carton.
d. Packages weighing in excess of 70 pounds or with a combined length and girth of more than 138 inches

cannot be shipped by United Parcel Service. Larger packages or crates should be shipped by carriers

who specialize in the transport of industrialized instrumentation.
e. The RA number should be noted on the packing list and marked clearly on the outside of the box.

4. Prepay freight to the FCI receiving door.

Shipping/Handling Charges

All Shipping (Warranty and Nonwarranty Repairs or Returns)

The customer prepays all shipping, freight, duty/entry and handling charges from the customer site to the FCI door.
If the customer does not prepay, FCI will invoice the customer for the charges that appear on the freight bill.
Address the return equipment to :

FLUID COMPONENTS INTL
1755 LA COSTA MEADOWS DRIVE
SAN MARCOS, CA. 92069
ATTN: REPAIR DEPT.
RA NUMBER:

Doc. No. 003185 Rev. B C - 1 Model MT91 Multipoint Flowmeter

FLUID COMPONENTS INTL APPENDIX C - CUSTOMER SERVICE

Warranty Repairs or Returns

FCI prepays ground transportation charges for return of freight to the customer’s door. FCI reserves the right to
return equipment by the carrier of our choice.

International freight, handling charges, duty/entry fees for return of equipment are paid by the customer.

Nonwarranty Repairs or Returns

FCI returns repaired equipment to the customer either collect or prepaid and adds freight charges to the customer
invoice.

Return to Stock Equipment

The customer is responsible for all shipping and freight charges for equipment that is returned to FCI stock from the
customer site. These items will not be credited to customer’s account until either all freight charges are cleared or
until the customer agrees to have any freight costs incurred by FCI deducted, along with applicable return to stock
charges, from the credit invoice. (Exceptions are made for duplicate shipments made by FCI.)

If any repair or return equipment is received at FCI, freight collect, without prior factory consent, FCI bills the
sender for these charges.

Field Service Procedures

Field Service Requests

Contact your FCI field representative to request field service.
A field service technician is dispatched to the site from either the FCI factory or one of the FCI representative

offices. After the work is complete, the technician completes a preliminary field service report at the customer site
and leaves a copy with the customer.

Following the service call, the technician completes a formal, detailed service report. The formal report is mailed to
the customer within five days of the technician’s return to the factory or office.

Rates

All field service calls are billed at the prevailing rates as listed in the FCI Price Book unless specifically excepted by
the FCI Customer Service Manager. FCI reserves the right to bill for travel times at our discretion.

Customers are charged for shipping costs related to the transfer of equipment to and from the job site. They are also
invoiced for field service work and travel expenses by FCI’s Accounting Department.

Model MT91 Multipoint Flowmeter C - 2 Doc. No. 003185 Rev. B