Warranty Claims Procedure
Returns Authorisation
To allow smooth handling of warranty claims, all returns must firstly be approved by LC Automation. This is easily done by contacting our Service Department or Internal Sales Team by telephone or email. Please remember to provide as much information as possible about why you would like to return the product.
Telephone:
01254 685900 for Blackburn Head Office
01249 460099 for Chippenham Office
Email:
service@lca.co.uk
sales@lca.co.uk
sales.chippenham@lca.co.uk
When you contact us we will ask for the following minimum level of information about the product:-
- Manufacturer’s product code
- Serial number
- Your original order reference
- Fault description
We will then trace the product on our order processing system and issue an Returns Number (R)N authorisation. The RN will be emailed to you confirming the details and stating the agreed actions. A copy of the RN must accompany the product when you return it.
Please note; we cannot handle any return without the appropriate RN authorisation.
We handle warranty claims in two ways;
A) We can accept return of the product and test it to confirm the fault, and assess the reason.
We will inspect or test the product to confirm the fault and make an initial assessment of the reason for failure; we will then discuss our findings with you to determine the next step. If the warranty claim looks reasonable to us, and depending on the manufacturer or product, we will then arrange the fastest resolution to the claim and keep you fully informed of progress through any additional third party processes.
When a warranty claim is accepted by all parties involved we will send you the repaired or replacement product free of charge.
B) On some products we can offer ‘asset exchange’ where we send out a replacement as soon as possible and deal with the test of the original unit when it is returned to us.
Here, we will ask you for a new order number to cover the supply of an urgent replacement product whilst the warranty claim is handled in a similar way as (A) above. Please note; this is to protect our business in case the warranty claim is not subsequently upheld.
Upon return of the original product, we will inspect or test it to confirm the fault and make an initial assessment of the reason for failure; we will then discuss our findings with you to determine the next step.
If the warranty claim looks reasonable to us, and depending on the manufacturer or product, we will then arrange the fastest resolution to the claim and keep you fully informed of progress through any additional third party processes.
When a warranty claim is accepted by all parties involved we will issue a credit note to cover the full cost of the product on the original invoice number.
If your warranty claim is rejected we will detail the reasons for rejection and discuss them with you, in this case no replacement products will be sent, and no credit note will be issued against any invoice previously raised.
For full details of our Returns and Service statement download the link opposite.
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