GEO-ANT-GPS Operations & Maintenance Manual page. 10
6. Appendix B –Sutron Customer
Service Policy
Dear Customer:
Thank you for making the important decision to purchase Sutron equipment. All Sutron equipment is
manufactured and tested to the highest quality standards as set by Sutron’s Quality Assurance
Department. Our Customer Service Representatives have years of experience with equipment, systems
and services. We have electronic technicians with field and applications experience, not limited
to technical school training.
Sutron Equipment Repairs
Sutron maintains a Repair Department at the Virginia factory (22400 Davis Drive, Sterling, VA
20164).
•Average turn-around time for repairs ranges from ten to thirty days after Sutron receives
equipment for repair.
•Prior to returning any equipment for repair, please call Customer Service at (703)
406-2800 for a Return Material
Authorization (RMA) number. Then send the faulty equipment back to the Virginia factory**.
•Sutron Customer Service will repair Sutron-manufactured equipment sent to us for repair
within 30 days of the time we receive the item or that repair is free of charge.*
•Please provide our Customer Service Representative with your email address when
receiving the RMA number so that we can email you when your equipment is received at Sutron and
again when it is shipped back to you.
Expedited repairs can be completed within one (1) week for an additional expedite fee of
$200.00.
•Repaired equipment is warranted for a period of 180 days after the repair shipment date.***
•We appreciate your cooperation in achieving a quick turn-around by promptly providing cost
approval decisions, Purchase
Order and credit card information once we have supplied you with a repair estimate.
If you would like to learn more about Sutron products, please email sales@sutron.com. Thank you
again for your business,
* Note: The 30 day guarantee applies to currently manufactured Sutron products. The 30 day guarantee
does not apply to the following: bulk shipments of 10 or more repair items, third party or
buy-ship products, shipments awaiting payment authorizations, cases where delays are caused by
international customs, shipping or other regulations. Additionally, the 30 day guarantee is
exclusive of domestic and international transit times.*
** Transportation charges for equipment returns are the responsibility of the Customer.
Customer Phone Support
Customer Service Representatives routinely handle a wide variety of questions every day. If questions
arise, please feel free to contact me or one of the Customer Service Representatives. We are available
from 7:00 am to 6:00 pm Monday through Friday and will be happy to take your call.
We can answer most sensor and interface questions on the first call. If we cannot quickly answer a
question on an interface, we will work with you until we find a solution.
Sometimes a problem is application related. Although we pride ourselves on handling 95% of application
related questions over the phone, we maintain constant contact with our Integrated Systems Division and
Engineering Division for additional assistance.
Training
Training is an important part of the Sutron Customer Service philosophy. Without the proper training, you
cannot take advantage of the benefits and advantages that Sutron equipment provides. We often supply
on-site introductory training at your facility. We also hold a 3 day training seminar 2-4 times each year at
our Sutron headquarters in Sterling Va. Contact me or your Sutron Regional Sales Manager for details.
On-Site Visits
Of course not all problems can be fixed over the phone. Sometimes a customer needs an on-site
technician to identify site related problems or troubleshoot a network. Sutron can provide these services
