12 Months' Return-to-base Equipment Spares Warranty: FAQs
Q1. What is covered?
During the warranty period we will repair or replace any equipment which is proved to have been defective in material or workmanship undertaken by Static Systems Group.
The 12 months’ ‘return-to-base’ equipment warranty is given with:
Equipment purchased through our Spares Department.
Under the warranty, equipment must be returned to our works. Alternatively, an order can be placed to cover the cost of on-site attendance.
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.
- Damage caused by moisture, liquids, proximity or exposure to heat.
- Batteries, where fitted.
- Damage to cables.
- Wiring faults where installation has been undertaken by others.
- Hardware opened or repaired by someone not authorised by Static Systems Group.
Alternative warranties are provided for ‘wireless’ systems, patient hand units and similar
Q3. What warranty is provided with nurse call hand units?
Our current range of hand units is covered by a 5 years’ ‘return-to-base’ warranty.
Q4. When does my warranty start?
The warranty is effective from the date of invoice.
Q5. Will I be charged if the fault is due to an issue with the installation and Static Systems Group did not carry out the work?
Yes. If the installation was not carried out by Static System Group and the fault is found to be due to an issue with the installation, a call-out charge based on our standard rate will be made.
Q6. Where do I return my faulty item of equipment 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 Spare & 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 charged postage and packing?
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 of equipment 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/replacement.
We accept either your declaration of decontamination document, or our own. Download: Decontamination-Certificate-QF300.pdf
Q9. How long before my replacement item 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. What happens if I return an item that is not covered?
We will inspect the item and if it is considered to be outside of warranty we will advise you and agree a course of action.
Q11. What happens if the item is essential to the operation of my system?
For instances where urgent replacement is required please contact our Spare & Repairs Department who will discuss with you the quickest method of getting your system up and running again.
Tel: 01902 891 633 (normal office hours).
You may also wish to consider taking out a service agreement. For further details of our care packages please telephone: 01902 891 054 or e-mail: firstname.lastname@example.org
Q12. Do you accept payment by credit card?
Yes. Please contact our Spares & Repairs Department to discuss.
Tel: 01902 891 633 (normal office hours).
Q13. Who do I contact if I require service support?
In the first instance please contact our Service Department during normal office hours.
Tel: 01902 891 088 or e-mail: email@example.com
Whilst we aim to respond to requests for service due to breakdown within 48 hours (excluding weekends and bank holidays), this cannot be guaranteed. Where a guaranteed response is required - including out of hours cover, this can be provided as part of a service and maintenance agreement.
For further details on our care packages please telephone: 01902 891 054 or e-mail: firstname.lastname@example.org
Engineers will only be despatched upon proof of warranty or receipt of an official order number. A charge will only be made against items not under warranty.
Q14. Who do I contact if I wish to provide customer feedback?
We pride ourselves on our customer service and welcome feedback. If you would like to comment on any aspect of the company please e-mail: email@example.com or complete the form at the bottom of this page.