How to obtain warranty support from Peak Scientific - WKB1759

OBJECTIVE or GOAL

Obtain service support for Peak Scientific products under warranty.

ENVIRONMENT

• Peak Scientific nitrogen generator

PROCEDURE

1. "Day One” failure: In the event of the nitrogen generator being non-functional out of the box it should be returned to Waters using the local returns process: eReturn or RA (Return Authorization - Americas) process for your country.
   • 186009196 Nitrogen Generator Solaris XE
   • 186009340 Nitrogen Generator, Genius XE 35, 230V
   • 186009339 Nitrogen Generator, Genius XE 35, 120V
   • 186009336 NITROGEN GENERATOR, GENIUS SQ24, 100V
   • 186009337 NITROGEN GENERATOR, GENIUS SQ24, 230V
     • Please note that when creating the eReutrn the Nitrogen Generator is classified as a PART.  If Instrument is selected the return will be rejected.
2. Should a nitrogen generator fail within the warranty period after system sign-off the normal course of action would be for the customer to place a call to Peak Scientific for warranty service.  The warranty form is here and in the product manual.
   1. The only exception to this would be in the instance of regions supported by Waters Field Service Specialists who have been trained and certified by Peak Scientific.
3. The normal Waters returns process cannot be used in place of obtaining warranty service directly from Peak Scientific.
   1. If a local decision is taken to replace a nitrogen generator, local (Waters) procedures should be used to effect that replacement.
   2. The cost of the replacement will remain with the local office and no return claim will be accepted.

ADDITIONAL INFORMATION

You have one month to register your PEAK SCIENTIFIC product from date of shipment. If you want to defer installation of your generator, you must notify PEAK SCIENTIFIC at warranty@peakscientific.

Waters-Peak Scientific agreement: At the time of installation customers should be provided with a copy of the attached document "Waters and Peak Scientific Agreement", which details the non-disclosure agreement between Peak Scientific and Waters.

Service and Support Contact Information:  The document Contact Information contains the contact numbers worldwide.

Peak Scientific Contacts (2015)
Website: www.peakscientific.com
Support website:  https://www.peakscientific.com/support/
Email:  Go to www.peakscientific.com > Support > Contact.
   
Warranty registration email:  warranty@peakscientific.com
Warranty registration online:  https://www.peakscientific.com/warranty/
Warranty registration +44 (0)141 530 4185 phone
Warranty registration +44 (0)141 812 8200 fax

Clinical Instrument Support
Peak Scientific provides top priority for any account involved with neonatal screening -- where they know this is the application -- and have been pro-actively working with clinical support to develop a list of such accounts. Please advise Peak Scientific of any new generators used on clinical instruments, so that they can update their records accordingly with the locations of these "top priority" accounts.
Peak Scientific believes that clinical customers will require the uptime that can only be achieved via regular maintenance. To this end, Peak Scientific is able to offer service support via a plan that will optimize the uptime.
For the USA market, Peak Scientific has an office plus technical support specialist located in Massachusetts. In addition to the spare parts held at this location for fast dispatch (EST), there are also two replacement generators specifically earmarked for support of clinical customers.