What responsibility does Waters have to justify a failing qualification test performed by the customer or a third-party service provider? - WKB293979

ENVIRONMENT

• SQT
• Empower 3
• Empower 2
• Empower 3 Personal
• Empower 3 Workgroup
• Empower 3 Enterprise
• Waters Connect

ANSWER

A Waters service engineer will investigate the failure to see if the system is faulty. If a fault is found that explains the failure, this will be explained to you, the customer, and repaired if the system is under plan.

If no fault can be found and the system passes the test using the Waters qualification product as sold, you must accept the failure as a problem with the alternative qualification test being used.

Any Waters qualification testing performed to assess the system will be billable if the system passes. If the system fails but is on a Waters support contract, the qualification and repair are covered under the plan. If the system is not on a Waters support contract, all work is considered billable.

ADDITIONAL INFORMATION