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Customer Support
Introduction
At Rice Lake Weighing Systems, our number-one priority is to make sure the people who purchase our products—our customers—
receive the product support necessary to provide growth and security to their businesses. We’ve established policies and warranties
that enable you to operate in confidence, knowing that Rice Lake Weighing Systems will stand behind the products you sell and
support your business at every opportunity.
It is our wish that you become familiar with these policies and warranties so you can utilize their benefits each and every day in your
business success. We treat every concern with the same urgency and importance.
Return Policies
Our commitment to our customers states that if any standard
product purchased from Rice Lake does not work, or if the
incorrect product is shipped, return it in its original shipping
carton with all accessories “in like new condition” for full
credit or replacement within 30 days of purchase. Electronic
components returned to Rice Lake must be properly
packaged to prevent electrostatic discharge (ESD)
damage in shipment. Packaging requirements are listed in the
publication, “Protecting Your Components From Static Damage
in Shipment,” available online or from our Returns Department.
This policy and the 30-day limit also apply to any products
drop-shipped directly from the manufacturer.
Please note that if an incorrect quantity of product was shipped,
Rice Lake must be contacted within 10 days of the purchase.
Upon notification, we will immediately correct the situation.
A restocking charge will apply if equipment is not in likenew condition. The restocking charge is directly proportional
to the amount of time and material required to return the item to
resalable condition—we will make every effort to do this quickly
and economically. Equipment that has been abused and/or
shows signs of excessive wear and cannot be reconditioned and
resold will not be accepted for return or credit after excessive
wear has been modified.
As Applied to Drop Shipments
All Rice Lake return guidelines apply to products
drop-shipped directly from the manufacturer. If a perceived
error occurs, Rice Lake will investigate to the best of our
ability to determine if the error occurred prior to shipping,
during shipping, or at the end user site. If our records and
subsequent investigation indicate that the shipment was
correct when it left our factory, our responsibility extends only
to the distributor, not their end user. Our standard product
warranty notes that our coverage extends only to equipment
and systems properly installed by a distributor.
Obtaining an RMA
A Return Authorization number is required for all materials being
returned to Rice Lake for credit. Flat rate repairs require purchase
orders at time of RMA issuance.
When returning equipment for repair or warranty
reimbursement consideration, these simple steps will help
to expedite your request:
1. Call our Returns Department.
2. Please have your customer number and both the item
description and problem for a repair.
3. Please have the original Sales Order or Invoice number
for items to be returned for credit or warranty. NOTE: See
return policy
4. An RMA number will be given for eligible returns. This RMA
number may also be faxed or emailed per your request.
5. Please make sure that the RMA number is clearly written
on the outside of the package (starting with “RMA”) to help
us speed your package through our receiving process.
Special Order, Modified, Non-Catalog,
or Non-Stock Items
Due to the added resources and difficulty in reselling special
or non-standard products, returns or credit are not allowed for
special order equipment, special software programs, equipment
physically modified or altered in the field, discrete electronic
components, relays, manuals, or opened software packages.
Test Weights
All weights returned for credit will be assessed a restocking
charge because of the required inspection and verification. Credit
is not allowed for serialized weights, calibration or traceable
services performed on weights.
Balances
Balances returned for credit within 30 days of purchase may be
subject to a restocking fee if accessed by balance manufacture.
Carrier Product Damage
As part of our commitment to customer satisfaction and in
accordance with ISO 9001 standards, we make every attempt to
pack our products so they will arrive in new condition. Occasional
due to rough handling or carelessness, product may arrive in
a damaged condition. When this happens, don’t assume that
the shipment left Rice Lake in that condition or that the original
packing was not sufficient.
The receiver, whether it is the dealer or their customer, is
responsible for making a notation of damaged or missing
items when signing the carrier’s delivery receipt. If you or your
customer are not sure whether or not there is damage, we
suggest adding a statement “CONDITION UNKNOWN” to the
delivery receipt. In the event that damage or missing items are not
properly documented at time of receipt, the carrier is relieved of
responsibility and the receiver is then responsible for the cost to
get the product back to new condition.
After the damage or shortage has been properly noted with the
carrier, contact Rice Lake immediately and keep all the original
packaging material for inspection by the carrier’s representative.
It is also helpful in the claim process to take pictures of the
condition of the packaging and damage.
When drop-shipping items to your customers, it is imperative
that you advise them of their responsibility in accepting
shipments from common carriers. Even if the equipment is
not expected to be installed or used for a period of time, the
shipment must be inspected at time of receipt in order to
preserve their rights for making a claim.
An ISO 9001 Registered Company © 2010 Rice Lake Weighing Systems September 15th, 2010
Prices and specifications subject to change without notice. Visit ricelake.com for current prices.
5
Customer Support
Repair Service Policies
Our Service Department is staffed Monday through Friday
from 6:30 A.M. to 6:30 P.M., and Saturday from 8:00 A.M. to
noon, Central Time. For those utilizing the conveniences of
the internet, we have an e-mail address dedicated to technical
support. Please contact us at [email protected] for answers
to your technical questions and the status of repair products
during normal business hours.
Standard Repair Service Policy and Rates
We provide quality and timely repairs for the products we sell.
Flat rate repair is offered for selected models of indicators, printers,
and remote displays. Prior to returning a product for repair, our
Returns Department will work with you to determine some key
factors that will help us better serve you. Please provide the
following via phone to extensions 5348 and 5250 or RMA form.
Once we receive the equipment and the RMA form, an estimate
will be prepared.
A minimum charge of one hour will apply.
Please note that the hourly service rate on all balances
is $125.00/hour suggested list price. All balance repairs
are covered by a 90-day limited warranty on parts and
workmanship performed and noted under the scope of the
specific repair. Balances must be packaged to adequately
protect them from damage in transit. Please refer to “How to
Prepare a Balance for Shipment” available on our website and
from our Returns Department.
Test Weights
No returns will be accepted for items that are specifically
modified for the customer’s requirements. Examples of such
modifications may include, but not necessarily limited to:
—— Customer Number: Without a customer number we
cannot issue an RMA number.
1. Weights that have been specifically built to the
customer’s specifications
—— Ship-to Address: Your customer number will bring up the
bill-to address. You must inform us of the ship-to address
if it’s different than the bill-to address.
2. Standard product specifically modified
to the customer’s specifications
—— Original Sales and Invoice Orders: Required on
warranty claims.
—— Freight Type: Unless stated otherwise, we ship the
device back to you utilizing the same freight type in
which we received it. If Rice Lake is responsible for
freight charges, the carrier will be selected at the sole
discretion of Rice Lake.
—— Definition of Product and Problem: Please provide
as much detail as possible regarding the type of
product, application, and problem.
—— Purchase order number for flat rate repair: Once we
receive the equipment and the RMA, equipment for
flat rate repair will be processed immediately. Other
equipment will be evaluated and a minimum $45
evaluation charge will apply.
You may be asked about the possibility of a new replacement
product. It may be in your customer’s best interest to explore
the option of purchasing a new product if the repair will exceed
50% of distributor net price, since new products carry full
warranty benefits.
Please note that our hourly service rate on all current Rice
Lake products is $125.00/hour suggested list price. There
is a 120-day limited warranty on parts and workmanship
performed and noted under the scope of the specific repair.
3. Standard product engraved with serial numbers at the
customers request.
4. Laboratory procedure charges.
5. Laboratory documentation fees.
Load Cell Evaluation Policy, Repairs, and Rates
We support, service, repair and perform warranty evaluations on
all Rice Lake brand load cells. We also provide repair evaluation
for other manufacturers’ load cells through each manufacturer’s
established service policies.
Field Service Rate Policy
For field service, we provide the services of highly-trained
professionals for the following rate: $1080.00 list per work day
(not to exceed eight work hours). Additional daily hours are
prorated at $200.00/hour.
An additional 50% charge is added for services performed on
Saturday and Sunday. The distributor is responsible for travel
expenses between Rice Lake, Wisconsin and the job location,
regardless of the mode of transportation. Meals, lodging, and
shipment of special equipment to and from the on-site location
are billed to you at cost.
Balance Repair Policy and Rates
We offer repair support on the following balance models:
—— All Rice Lake brand models
—— All Ohaus models distributed by Rice Lake
—— All Sartorius models distributed by Rice Lake
—— All Accu-Lab models distributed by Rice Lake
We do not support:
—— Analytical balance service repair. This policy exists due to
the lack of replacement parts and technical support from
the original manufacturers.
6
An ISO 9001 Registered Company © 2010 Rice Lake Weighing Systems September 15th, 2010
Prices and specifications subject to change without notice. Visit ricelake.com for current prices.
Customer Support
Exchange Board Policy
—— has not been field-repaired using incorrect soldering or
service techniques.
Exchange Procedures
—— has not been painted or coated with a foreign substance.
Simply call Rice Lake Weighing Systems’ Service Department
and specify the exchange circuit board you require. We issue
a Return Authorization number for your return and immediately
ship you a reconditioned circuit board.
—— If senses traces are cut, no core credit.
Upon receipt of your returned product, an inspection is made
to ensure that it can be rebuilt or repaired. If it meets the
inspection/analysis criteria for our Exchange Program, a credit
is immediately applied to your account. Credit is not issued
on any returned product that, upon inspection and analysis
by our Service Department, is determined to be unrepairable
or obsolete. Circuit boards that have been physically altered
or modified are not eligible for exchange. If your return does
not qualify under these guidelines, you are contacted and
disposition of your return is mutually agreed upon.
Discontinued products’ exchange boards may have
limited availability.
Circuit Board Inspection/Analysis
All incoming boards are subject to an inspection to determine if
they are eligible for our Exchange Program. A returned board is
considered eligible for the Exchange Board Program provided it:
—— has all its traces intact.
Warranty
We offer a 120-day limited warranty on exchange circuit boards.
The replacement board exchange list price is 80% of the new
board list price. All level 1, 2, 3, and 4 dealers receive a 25%
discount off of the board exchange list price.
Note: An exchange board credit is given when a usable
board is returned
Repair Board Exchange Example:
IQ plus 355
®
Exchange Board List.............................................Consult
LESS 25% Dealer Discount...................................Consult
Exchange Board Credit.........................................Consult
Final Net Price.......................................................Consult
Compare and Save:
IQ plus 355
®
New Board List...................................................... Consult
LESS Max Discount............................................... Consult
You Save............................................................... Consult
—— does not contain corrosion, burn marks, or
lightning damage.
Exchange Circuit Boards
Part #
Model
Upon passing inspection, a credit for your returned board is
immediately applied to your account.
Board Type
Exchange List Price
Dealer Net
FINAL NET Price*
Indicators
99345
120 reconditioned, external connector........................ CPU............................ ........................Consult........................Consult........................Consult
99346
120 reconditioned, internal connector......................... CPU............................ ........................Consult........................Consult........................Consult
64736
UMC222 reconditioned............................................... DISP/CPU................... ........................Consult........................Consult........................Consult
31436
IQ plus 310A reconditioned........................................ DISP/CPU................... ........................Consult........................Consult........................Consult
31438
IQ 310A reconditioned................................................ P/S.............................. ........................Consult........................Consult........................Consult
68442
IQ plus 355 reconditioned.......................................... DISP/CPU................... ........................Consult........................Consult........................Consult
68439
IQ plus 390 reconditioned.......................................... DISP/CPU................... ........................Consult........................Consult........................Consult
23033
UMC555 reconditioned, RFI........................................ CPU............................ ........................Consult........................Consult........................Consult
85930
420 reconditioned....................................................... CPU............................ ........................Consult........................Consult........................Consult
94559
420 HE reconditioned................................................. CPU............................ ........................Consult........................Consult........................Consult
88811
IQ plus 510 reconditioned.......................................... CPU............................ ........................Consult........................Consult........................Consult
83132
520 reconditioned....................................................... CPU............................ ........................Consult........................Consult........................Consult
88810
IQ plus 590 reconditioned.......................................... CPU............................ ........................Consult........................Consult........................Consult
19278
UMC 600/IQ 700 reconditioned, RFI........................... CPU............................ ........................Consult........................Consult........................Consult
68440
IQ plus 710 reconditioned, ver. 2.0............................. DISP/CPU................... ........................Consult........................Consult........................Consult
105923
720i reconditioned...................................................... CPU............................ ........................Consult........................Consult........................Consult
40645
IQ plus 800/810 recond., single channel, SMT........... CPU............................ ........................Consult........................Consult........................Consult
22775
IQ plus 810 reconditioned.......................................... P/S.............................. ........................Consult........................Consult........................Consult
101399
820i dual chn. reconditioned....................................... CPU............................ ........................Consult........................Consult........................Consult
97267
820i signal chn. reconditioned..................................... CPU............................ ........................Consult........................Consult........................Consult
83133
920i reconditioned..................................................... CPU............................ ........................Consult........................Consult........................Consult
100345
320IS CPU board reconditioned................................. CPU............................ ........................Consult........................Consult........................Consult
114529
DWM IV motherboard reconditioned........................... CPU............................ ........................Consult........................Consult........................Consult
114530
DWM IV A/D board reconditioned............................... A/D............................. ........................Consult........................Consult........................Consult
114531
DWM IV display board reconditioned.......................... DISP............................ ........................Consult........................Consult........................Consult
Remote Displays
71629
F Series reconditioned................................................ CPU............................ ........................Consult........................Consult........................Consult
85932
LaserLight reconditioned........................................... CPU............................ ........................Consult........................Consult........................Consult
Bench Scales
36782
CW-80 reconditioned................................................. CPU............................ ........................Consult........................Consult........................Consult
71628
IQ plus 2100 reconditioned....................................... CPU............................ ........................Consult........................Consult........................Consult
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An ISO 9001 Registered Company © 2010 Rice Lake Weighing Systems September 15th, 2010
Prices and specifications subject to change without notice. Visit ricelake.com for current prices.
7
Customer Support
Warranties
replacement of such goods. In accepting this warranty,
the buyer waives any and all other claims to warranty.
Standard Product Limited Warranty
Should the seller be other than Rice Lake, the buyer agrees
to look only to the seller for warranty claims.
Rice Lake Weighing Systems (Rice Lake) warrants that all Rice
Lake brand equipment and systems properly installed by a
Distributor or Original Equipment Manufacturer (OEM) will operate
per written specifications as confirmed by the Distributor/OEM
and accepted by Rice Lake. All systems and components are
warranted against defects in materials and workmanship for
one (1) year from the date of shipment from Rice Lake, unless
otherwise stated in the product catalog or manual.
Rice Lake warrants that the equipment sold hereunder will
conform to the current written specifications authorized by
Rice Lake. Rice Lake warrants the equipment against faulty
workmanship and defective materials. If any equipment fails
to conform to these warranties, Rice Lake will, at its option,
repair or replace such goods returned within the warranty
period subject to the following conditions:
—— Upon discovery by Buyer of such non-conformity, Rice
Lake will be given prompt written notice with a detailed
explanation of the alleged deficiencies.
—— Individual electronic components returned to Rice Lake
for warranty purposes must be packaged to prevent
electrostatic discharge (ESD) damage in shipment.
Packaging requirements are listed in the publication,
“Protecting Your Components From Static Damage
in Shipment,” available from Rice Lake Equipment
Return Department.
—— Examination of such equipment by Rice Lake confirms that
the non-conformity actually exists, and was not caused by
accident, misuse, neglect, alteration, improper installation,
improper repair, or improper testing. Rice Lake shall be the
sole judge of all alleged non-conformities.
—— Such equipment has not been modified, altered, or
changed by any person other than Rice Lake or its duly
authorized repair agents.
—— Rice Lake will have a reasonable time to repair or replace
the defective equipment. Buyer is responsible for shipping
the product to Rice Lake. Rice Lake is responsible for
shipping the product back to the customer.
—— In no event will Rice Lake be responsible for travel time or
on-location repairs, including assembly or disassembly of
equipment. Nor will Rice Lake be liable for the cost of any
repairs made by others.
—— On all intrinsically safe equipment, any field repair or
modifications voids any and all warranties expressed or
implied and void F.M. approval.
—— Any loose hardware, screws, washers or non-ESD bags
of hardware stored inside indicator will void warranty.
This could cause harm to repair technician or damage
CPU board
These warranties exclude all other warranties, expressed
or implied, including without limitation warranties of
merchantability or fitness for a particular purpose. Neither
Rice Lake nor distributor will, in any event, be liable for
incidental or consequential damages.
Rice Lake and buyer agree that Rice Lake’ sole and
exclusive liability hereunder is limited to repair or
8
No terms, conditions, understanding, or agreements purporting
to modify the terms of this warranty shall have any legal effect
unless made in writing and signed by a corporate officer of Rice
Lake and the Buyer.
Custom Software Limited Warranty
Rice Lake Weighing Systems (Rice Lake) warrants that (a)
the software will perform in accordance with the specification
and accompanying written endorsement by the customer for
a period of ninety (90) days from the date of receipt; (b) any
hardware accompanying the software will be free from defects
in materials and workmanship under normal use and service
for a period of one (1) year from the date of shipment from Rice
Lake; and (c) customer should perform inspection and testing of
software products prior to installation.
This Limited Warranty is void if failure of the software or
hardware has resulted from accident, abuse, misapplication, or
incorrect customer specification. Any replacement software will
be warranted for the remainder of the original warranty period or
thirty (30) days, whichever is longer.
If the software fails to conform to these warranties, Rice Lake
will, at its option, repair or replace such goods returned within
the warranty period subject to the following conditions:
—— Upon discovery by Buyer of such non-conformity, Rice
Lake will be given prompt written notice with a detailed
explanation of the alleged deficiencies.
—— Examination of software by Rice Lake confirms that the
non-conformity exists, and was not caused by accident,
misuse, neglect, alteration, improper installation,
improper repair, improper testing, or incorrect customer
specification. Rice Lake shall be the sole judge of all
alleged non-conformities.
—— Rice Lake will have a reasonable time to repair or replace
the software. Buyer is responsible for shipping charges
both ways.
—— In no event will Rice Lake be responsible for travel time or
on-location repairs, including assembly or disassembly of
equipment. Nor will Rice Lake be liable for the cost of any
repairs made by others.
These warranties exclude all other warranties, expressed
or implied, including without limitation warranties of
merchantability or fitness for a particular purpose. Neither
Rice Lake nor distributor will, in any event, be liable for
incidental or consequential damages.
Rice Lake and buyer agree that Rice Lake’ sole and
exclusive liability hereunder is limited to repair or
replacement of such goods. In accepting this warranty, the
buyer waives any and all other claims to warranty.
Should the seller be other than Rice Lake, the buyer agrees
to look only to the seller for warranty claims.
No terms, conditions, understanding, or agreements purporting
to modify the terms of this warranty shall have any legal effect
unless made in writing and signed by a corporate officer of
Rice Lake and the Buyer.
An ISO 9001 Registered Company © 2010 Rice Lake Weighing Systems September 15th, 2010
Prices and specifications subject to change without notice. Visit ricelake.com for current prices.
Customer Support
Power Conditioning Policy
Rice Lake Weighing Systems recommends the installation
of AC and/or DC transient protection which has proven to
be effective in significantly reducing both the frequency and
degree of damage caused by AC and/or DC transient voltage
occurrences. Rice Lake Weighing Systems does not warrant
or guarantee any transient protection device against damage
or repair sold by it or any of its representatives or dealers.
Rice Lake Weighing Systems does not warrant or guarantee
any scale-related or other electrical/electronic device against
damage or repair which is intended to be protected by any
transient protection device sold by it or any of its representatives
or dealers. Any damage or repair expense resulting from a
transient strike or occurrence including the transient device
itself, as well as the components intended to be protected, will
not be at the expense of Rice Lake Weighing Systems. No other
warranty or guarantees—express or implied—contrary to this
written policy are supported or acknowledged by Rice Lake
Weighing Systems.
How to Prepare a Balance for Shipment
The best and most effective method for shipping a balance at
any time and for any reason is to use the original manufacturer’s
packaging materials and subsequently double box it as
described below. Teach your customers to retain the packing
set. Please remember that due to the nature of the equipment,
new packaging materials can be very expensive.
In the event that the original manufacturer’s packaging materials
are not available, follow these instructions for top loading balances.
1. Remove the weighing platform cover, support buttons,
weighing platform, floor plate, and other devices installed
in the weighing chamber. Pack these pieces individually
in bubble wrap and tape the wrapping closed. Follow
this same procedure for AC adapters and power cords.
Please note that AC adapters and power cords are
necessary to adequately evaluate the problem.
2. Examine the device (refer to the operating instructions)
and if necessary, re-install or tighten any shipping
screws/retaining devices to prevent damage to the
weighing mechanism during shipment.
6. Using scotch tape or “speed” tape, tape all the glass
doors on the device CLOSED. Be sure the tape is
securely affixed and will not come off during shipment.
Please note that on some devices, the glass breeze
break around the weighing chamber can actually be
disassembled and packed separate prior to shipment.
Refer to the manufacturer’s operating instructions.
If this is a feature of the device being return,
disassemble the breeze break and pack it in its own
packing material and box.
7. Use a large box that will provide a minimum of 3" of
space around the device for loose-fill packing material.
8. Place a padding of foam or Styrofoam (at least 1" thick)
at the bottom of the box.
9. Place the balance in a large plastic bag and seal the
bag closed.
10. Please put the device on top of the foam padding or
Styrofoam from step 8 above.
11. Insure that there is at least three (3) inches of clearance
between the top of the balance and the top of the box.
12. Using generous amounts of anti-static loose-fill
packing material, fill all the spaces around the balance.
Shake the box to cause the material to settle and add
additional loose fill as necessary.
13. Place the small box containing all the items from
step 1 above on top of the loose fill covering the
balance. Add additional loose fill to completely cover all
times within the box.
14. Double pack this box in another box that will again
provide an additional 2 inches of space around the
inner box. Fill all existing space between the inner and
outer box with copious amounts of anti-static loose fill
packing material.
15. Seal the box and include all the necessary
documentation on the outside of the box. Don’t
forget the Decontamination Form (form #0679)
from step 5 above.
3. If the floor plate is not removable, ensure it is securely
in place and cannot come loose during shipment, even
if the balance is inverted. Do NOT invert the balance to
test the security of the floor plate.
4. Clean the device of any loose debris or potential
contaminants to our testing facility.
5. Prepare and sign a Statement of Decontamination
(form #0679). This form MUST be included in a
separate packing list envelope on the outside of the
box with the “Statement of Decontamination Form”
statement clearly visible.
An ISO 9001 Registered Company © 2010 Rice Lake Weighing Systems September 15th, 2010
Prices and specifications subject to change without notice. Visit ricelake.com for current prices.
9
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