DETAIL DESCRIPTIONS

Confirmation of receipt
You will receive written confirmation of receipt by email when the goods arrive at our service center. This notification will include the service number assigned to your device for the duration of the repair work. Please state this number when making inquiries as this will enable us to provide immediate assistance.

Incoming, Outgoing and ex-inspection test
Your device will undergo extensive inspections on receipt and before it is returned to you. These inspections will include ex-tests in accordance with the international standards drawn up to provide protection against explosions. All tests will be carried out in compliance with defined specifications by trained ecom technicians at the ecom service centers. A separate record will be kept for each service procedure and archived with the device‘s history.

Record of inspection, investigation and repair
The results of servicing will be summarized in a service record that will be provided with the device when it is returned.

Spare parts for repair
Any spare parts required for servicing will – with the exception of the cases excluded on Page 4 and the rechargeable battery – be included in the service package

Cleaning of housing and settings
When the repair work is carried out the housing of the device is cleaned and incorrect settings are reset.

Firmware upgrades
Existing firmware upgrades may be installed at no cost by prior agreement with the customer. However, the turnaround time may be extended due to any necessary coordination with the customer and the time the customer subsequently needs to respond to our inquiries.

Proactive repairs on the devices returned
Defects determined beyond those mentioned by customers will be remedied and improvements will be carried out within the scope of servicing.

"No failure found" service
Inspections where we are unable to locate or track down the defect you have described will also be included in the service package. In such events, ecom service will contact you again, in order to find out more about the defect or to finally rule out the possibility of defects. This may result in the throughput time being extended.

Administration of the services provided
We shall keep a continuous history of the services provided for the device‘s entire lifespan.

Costs for return shipping to customers
The costs for returning the product to the customer are included in the service package.

Maximum turnaround time for services
The maximum turnaround time for devices is five working days commencing with receipt at ecom‘s service center. This requires that the customer provides a full description of the defect. The required accompanying repair sheet may be downloaded from www.ecom-ex.com and filled out directly. The throughput time could otherwise be extended, for example, as a result of the customer not providing a description of the defect or not responding to our inquiries. The device will not be returned if withholding it becomes necessary to ensure protection against explosions and direct repairs are not possible.


The following is not covered by the service package
• Product misuse
• Total damage (mainboard, display and housing mechanically destroyed to equal extents) and force majeure
• The loss of a device or individual components
• Devices where the casing has been opened by persons not authorized by ecom. Ex-certification will become void in such cases due to the fact that ex-safety can no longer be guaranteed.
• Errors caused by software that doesn‘t correspond to the condition as supplied to the customer
• Restoration of customer-specific application software (only as for as possible)
• Data loss (please backup your data beforehand)
• Preventive maintenance work
• Accessory components (e.g. docking station, charger and charging cable)
• Dispatch cost to ecom
• Service issues related to the carrier