Introduction

While many of our products have worked in the field for over 20 years without ever making a trip to our repair department, our staff of service engineers is equipped and ready to solve any defects that might occur in our products. Repairs are carried out by qualified and well-trained engineers, and are done using only genuine factory replacement parts. Items for repair can be sent to the Larsen & Toubro (L&T) Control & Automation (C&A)'s ISO 9001 certified Repair Center at Navi Mumbai directly or through the concerned L&T C&A sales region.

Repair Request Form (RRF)

This is a form that is needed by the Repair Center to properly process damaged or defective products that is required to be returned by our customers to L&T. This form includes information about the customer's application and a specific description about the failure of the product. The customer must complete the required information on the form for each unit or the product cannot be evaluated. On completing the form, the customer will receive a RRF number, which is to be quoted during further interaction with the Repair Center.

Location of the Repair Center

The products must be sent to the following address:

Larsen & Toubro Limited, Customer Service Center EL-200, TTC Electronic Zone, Shil-Mahape Road, Navi Mumbai 400701, INDIA Tel: (022) 768 3511,790 1401 Fax: (022)761 1590

The RRF number must be written on the outside of the box containing the product/s.

Each item sent to the Repair Center will have an Equipment number assigned to it. An acknowledgement is sent to customer by letter allotting Equipment number to each item/set of items. If you don't know these numbers, please contact the Repair Center.

Repair Warranty

The Repair Center will evaluate the product based on the information provided. It may be determined that more information is needed to complete the evaluation in which case the customer will be notified. If the customer cannot get the information, the Repair Center will make a determination based on the previous information and finish processing the product. Where repair of the product is not possible, L&T may provide a replacement unit at its discretion. Warranty determination is based on the standard terms and conditions of sales (L&T Control & Automation warranties its products to be free of defects in materials and workmanship for a period of 18 months from the date of shipment or 12 months from the date of installation and commissioning, whichever is earlier). L&T's obligation under this warranty is limited solely to repair or replacement at L&T's discretion.

Express Repairs
Expedites will be attempted within 3 business days for emergency repairs only. Express repairs are for customers with line-down situations or customers without spare product. Repair Center will complete the testing to determine how the product failed. We will not guarantee that we will be able to repair the unit. If the item is not repairable, a new replacement or a reconditioned unit may be supplied where possible. An express repair fee will be applicable for expedites.

Reparability of Products -

Product models that are valid for repairing include PLC's, DC drive cards and regulators and AC drive cards and regulators. Purchased products such as ammeters, voltmeters, PC power supplies, switches, fans and software products are non-repairable products because of their low cost and/or construction. Repair of obsolete products will be available for 3 years from date of it's becoming obsolete. Non-repairable products are only evaluated under warranty when requested.

Warranty on Repair Work -

L&T will warrant the repair work of product for 6 months after shipment. This warranty is limited to the work done on the product, to return it to working order.

Repair Procedure -

The Repair Center will visually evaluate the products being returned prior to electrical testing. Products will be evaluated to determine the cause and nature of the failure. The repair charges are based on the amount of time it takes to repair the product and the cost of the parts. When the total repair charges are estimated to be less than 50% of the cost of the product, the repair work will be done without notification to the customer. The customer will be notified by phone of any repair charges estimated to be over 50% of the cost of the product. In such cases, no repairs are made until the customer approves them. The customer is given 30 working days to inform the Repair Center. At the end of this period a follow-up call will be made to the customer if the Repair Center has not been notified. If the customer does not give an answer to the Repair Center within 2 business days then, the Repair Center will return the product UN-REPAIRED. Handling charges will apply. After approval is given for the repair, the Repair Center will complete the required repairs. When the repair is made, the products are re-tested for correct operation and kept ready for dispatch.

Non -reparability

Sometimes it may not be possible to repair an item sent for repair due to one of the following reasons:

- The unit is very badly damaged or burnt.

- The nature of the defect may not permit a reliable repair (specifically where quality norms do not permit repair).

- In rare cases when the problem cannot be identified or resolved. In such cases, the customer will be offered the choice of buying either a new spare unit or a reconditioned unit at a special price (if available).

Repair and Analysis Charges For Non-Warranty Repairs

Returned product will be subject to an analysis fee of one hour. Replacement hardware will be in addition to the labour fee. Analysis Fee will be applied toward the labour fee when repair is performed. The handling charges are on a per unit basis, and will be added to the customer invoice.

Dispatch

After the units have been repaired (or replaced) and the commercial clearance from concerned Sales Region is obtained, the products will be dispatched back to the customer.