Repairs and Returns
ISG has manufactured and tested every one of its products to the highest degree of quality. In the unlikely event that you experience any difficulties with your product, ISG has established Service Direct, a unique service specifically designed for customers needing to have their product repaired or serviced.
By returning your thermal imager via Service Direct, ISG can guarantee a rapid servicing of your product, for both warranty and non-warranty thermal imagers. Please note that this service is only available to EU customers:
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Simply complete the online Service Direct Request Form, or if preferred, contact Customer Services direct by telephone or by email quoting ‘Service Direct’.
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ISG will provide a Returned Material Authorisation (RMA) number for tracking purposes and arrange to collect the product for servicing direct from the customer’s location.
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Once the thermal imager has arrived at the ISG Service Centre, products within warranty will be serviced and returned to you within seven working days (providing carriage permits). For non-warranty products, ISG will issue a service quotation within 48 hours and return your goods within seven working days from receiving customer’s authorisation to proceed with repair.
- In the event that ISG is unable to carry out the repair within seven working days* excluding waiting time for non-warranty repair authorisation, ISG, at its sole discretion will either:
a. Supply a loan camera from the eighth working day (excluding waiting time for repair authorisation)
OR
b. Carry out the repair free of charge
Note
Whether within or outside of EU, ISG permits the return of your thermal imager for service via your local distributor. However, please note because carriage delays are outside our control, we cannot guarantee the rapid response provided by Service Direct. But you can be assured that your goods will receive the same high level of attention once received at ISG.
Disclaimer
* Repairs requiring IR detector repair or replacement may fall above seven working days return period. In such circumstances ISG is unable to guarantee compliance with paragraph 4 above. |
