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Part of the Oxford Instruments Group
Recognising that our customers have different needs with respect to maintaining their scientific components and the long-term commitment that they make in choosing our instruments, Oxford Instruments have reengineered our repair service to offer more options to customers and to highlight the advantages of using OI service for servicing your component.
Going forward we will be offering multiple options to customers when customers contact us looking for support. All of our repair and upgrade options include a like new warranty.
Not all options are available for all components, some highly specialized or custom units may only be repaired though the investigate and fix repair path, this includes components directly exposed to high energy beams. Due to licensing or import/export restrictions some options may not be available in your geographical area.
If your component is covered by warranty or you have a customer assurance plan (CAP) your repair/upgrade will be covered.
Our CAP plans provide an all inclusive coverage for components after their warranty has expired ensuring quick and rapid repair, as all costs are covered, your component is processed with priority in the factory, updated to the latest specification, a full quality control check and returned to you.
We understand the need to balance budgets and minimize research disruptions when repairs are needed. To speed up turnaround times, we now offer a fixed-price repair (FPR) option as the first choice. With this, your component will be upgraded to the latest specification during repair, and the fixed price will cover all necessary repairs regardless of damage*. This allows you to issue one PO and have repairs start immediately upon receipt at our facility.
*Not including external mechanical or environmental damage – or sensor damage from direct beam energy.
OI maintains a stock of our most popular components, if your component is one of these models you will be offered in addition to the FPR option the possibility of ordering a fully refurbished unit in exchange for your current unit*. Upon receipt of your purchase order and your unit at our regional location, we will immediately ship you a fully refurbished and updated component
*OI reserve the right to modify our repair offering if upon reception we find the original unit has suffered external damage classified as either mechanical or environmental, or from direct beam energy to the sensor.
While OI develop and manufacture our components over long time periods at a certain period in their lifetime either subcomponents or the skills required to repair them become hard to source, we also periodically upgrade our designs during their lifetime for improved performance.
In these situations when a component requires repair we will offer to our customers the possibility of trading in their component for a newer model alongside our other options. If the camera is not available in stock, standard lead times will apply.
Of course with our highly specialized components which operate in multiple scientific domains we will continue to offer a bespoke assessment and repair option for our customers which involves a return to factory, an investigation and a detailed quote for repair.
Upon reception of your component and a purchase order the component will be assessed and a detailed quote will be provided to you, if you should decide not to proceed with the repair the component will be returned to you and only the investigation fee invoiced.
