2 Years 'Return to Base' Aspire SmartSync Equipment Warranty: FAQs
Systems designed and manufactured by Static Systems Group are among the best available. Everything we do is done with product quality and longevity of service in mind. Our extended 2 years' 'return-to-base' Aspire SmartSync® equipment warranty is proof of the confidence we have in our products.
Q1. What is covered by the 2 years’ ‘return-to-base’ warranty?
The ‘return-to-base’ warranty covers damage due to faulty components that have failed in normal usage. During the warranty period Static Systems Group will replace any equipment which is proved to have been defective in material or workmanship undertaken by the company.
Q2. What is not covered?
The warranty excludes, but is not limited to:
- Normal wear and tear.
- Improper use or abuse of equipment, whether intentional or not.
- Physical damage to equipment enclosures.
- Damage caused by moisture, liquids, proximity or exposure to heat.
- Damage caused by inserting batteries incorrectly.
- Hardware opened or repaired by someone not authorised by Static Systems Group.
- Set-up undertaken by others.
- Labour and / or attendance on site: The warranty provided is ‘return-to-base’ only, however Static Systems Group can provide engineer site attendance upon receipt of an official order.
Q3. I have a unit which I think is faulty. What should I do?
In the first instance refer to the Aspire SmartSync® Fault Finding Guide. http://www.staticsystems.co.uk/uploads/documents/Aspire-SmartSync-Fault-Finding-Guide.pdf
We also recommend a small number of equipment spares are purchased.
If you are unable to rectify the fault using the guide please contact our Spares & Repairs Department to discuss replacement. Telephone: 01902 891 633 (normal office hours).
Q4. Do you accept payment by credit card?
Yes. Please contact our Spares & Repairs Department to discuss.
Telephone: 01902 891 633 (normal office hours)
Q5. What spares do you recommend?
3 x Part Code: 75920 Aspire SmartSync® Mini Patient Hand Units.
1 x Part Code: 100147 Power Supply Unit.
1 x Part Code: 100131W Aspire SmartSync® Jack, Reset and Emergency Unit.
1 x Part Code: 100096W Aspire SmartSync® Toilet Call, Reset and Emergency Unit.
20 x Part Code: 42860 Alkaline AA Batteries.
3 x Part Code: 100172 Aspire SmartSync® Dummy Patient Hand Unit Plugs.
1 x Part code: 100109 AspireTouch™ Indicator (optional).
1 x Part Code: 100104 Wireless Gateway (optional).
Note: It is possible to swap the SD card from an existing unit when using the back-up gateway/indicator.
Q6. Where do I return faulty units to?
Spares & Repairs Department
Static Systems Group PLC
Heath Mill Road
Tel: 01902 891 633 (normal office hours)
To ensure items are processed without delay we recommend contacting our Spares & Repairs Department before returning equipment. On speaking with us we will issue a returns reference number and start the process to provide your replacement item(s).
Items should not be returned to Static Systems Group without a Declaration of Decontamination. Please see question 8.
Q7. Will I be asked to pay postage?
We ask that units are returned to us at the expense of the customer. We will return replacement units at our expense.
Q8. Do I need to include a Declaration of Decontamination?
Yes. Items should not be returned to Static Systems Group without a Declaration of Decontamination. Items that do not include the appropriate documentation will not be processed for repair/customer exchange.
We accept either the hospital’s declaration of decontamination document, or our own. Download: http://www.staticsystems.co.uk/uploads/documents/Forms/Decontamination-Certificate-QF300.pdf
Q9. How long before my replacement unit is despatched?
We aim to despatch ’standard’ replacement items within 2 working days of receipt, and to despatch repaired items within 5 working days.
Q10. I need a replacement Gateway / Indicator straightaway. How can I get it quickly?
Where a replacement Gateway or Indicator needs to be replaced urgently please contact our Spares
Department to raise an order and we will arrange same day despatch where practicable.
Upon receipt of the unit at our works a credit note will be subsequently issued if the unit is found to be faulty.
Q11. Do you offer a repair service for faulty equipment not covered by warranty?
Repair of endpoints such as call units and over doors is usually not the most cost-effective way forward.
However, where a specific request is made we will consider repairing an indicator or gateway subject to evaluation. A minimum charge of £85 is made for carrying out an evaluation/repair.
Q12. Is it possible to purchase component parts to carry out my own repairs?
Through our Spares Department it is possible to purchase either complete units or just the enclosure. We do not provide individual equipment components.
Q13. What happens if set-up was not carried out by Static Systems Group and this is found to be the cause of the issue?
If we attend site and the fault is found to be due to an issue with set-up not undertaken by Static Systems Group, a call-out charge based on our standard rate will be made.
Q14. Set-up was not carried out by Static Systems Group, can I still request an engineer to attend site to assist with fault rectification?
Yes. An order can be placed to cover the cost of on-site attendance. Please contact our Service Department to discuss.
Telephone 01902 891 088
Q15. Do Static Systems Group provide Service & Maintenance Contracts?
Yes. For details of our care packages please telephone: 01902 891 054 or e-mail: email@example.com
The Built Environment
Please note: With all wireless systems any changes to building layout may affect the operation of the system and as such will not be covered by a warranty.
Before contacting Static Systems Group we recommend that a check is carried out to ensure the problem has not been caused by low batteries or changes to the environment.