Despatch LEB Series - Manual (Page 54)

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Despatch Customer Service
Procedures and Customer Responsibilities
To provide the most effective service to our customers under this warranty, all requests
for repairs are to be initiated by the Customer by telephone to the Despatch Service
Help Line, 800-473-7373. The Standard Period of Maintenance (SPM) is defined as 8
a.m. to 5 p.m. local time, excluding weekends and Despatch Holidays. Calls placed
within the SPM will be handled as follows.
Help Line calls connect the customer with the Despatch Service Group. The technician
will record all pertinent information, including SERIAL and MODEL NUMBER of the
unit(s), the urgency and nature of the problem, and the name and phone number of the
caller or other contact. The technician will advise the customer on suggested steps
and/or tests to either resolve the problem or help to confirm the diagnosis of the
problem.
Customer Agrees to cooperate in performing such tests and attempting to resolve the
problem as quickly as possible. Customer also agrees to replace minor parts such as
fuses, latches, etc. as instructed by Despatch Service Technicians. This approach has
Despatch and the Customer cooperating to effect the most expedient and cost effective
repair and minimize down time. If in Despatch's sole judgment, the equipment cannot
be repaired in this manner, an on-site visit by a Despatch authorized service
representative may be scheduled to repair the equipment. Customer agrees that, when
requested and authorized, such charges will be paid by the Customer within 30 days
from receipt of invoice.