Dear Customer,

below is a list of the 9 stages of processing to which it is subjected in ROVER an apparatus to be repaired, from the repair request up to delivery.

1) The Customer shall inform the ROVER Service of the malfunction by sending an email to wecare@roverinstruments.com (or telephone).

N.B. We encourage our customers to contact your ROVER dealer if possible and take first vision of all the tips in the web because, in the “Technical Support” and “F.A.Q.” You can find solutions to some problems.

2) After analyzing the failure declared by the Customer, the ROVER Service invites the customer to download the dedicated section in this WEB (Technical support – “Do you have to repair an instrument?”) and fill out the procedure for requesting permission to ‘ROVER sending equipment for repair through the RMA module (Return Material Authorization).

N.B. We recommend that you carefully specify the defect of the equipment, for example, if a defect is continuous or intermittent, if it occurs only cold or only warm, or after n. minutes of operation, etc., because today more than 30% of the equipment arriving toROVER service for repaire are non faulty.

3) For instruments out of warranty, the service ROVER invites the customer to see the repair costs for each model in the ROVER WEB in the Technical support section – “How mouch does it cost to repair an instrument?”.

N.B. As specified, the transport costs and expensive spare parts are excluded: for example batteries, mother board, display etc,. In case there should be replaced will be budgeted.

4) Following the receipt of the application form repair Service, ROVER verify the completeness of the data entered (see section 4c) and creates the ERP system (SAP) a service call. The system will automatically send via e-mail to the customer the RMA, complete with all instructions and recommendations on how to ship the unit to ROVER for repair, including the bar code to be applied on the shipping carton. The correct application of the barcode on the carton box, allow the Head of receipt of the equipment to quickly identify incoming gaining valuable time for repair.

a) in the case of equipment under warranty, please enclose a copy of the purchase invoice;
b) in the case of equipment out of warranty, the email also includes the standard estimate cost for the repair and shipping;
c) in case the form is not filled out correctly, the Service ROVER sends another request to the customer to complete the required data.

5) Upon receipt of the apparatus to be repaired at the ROVER Service, the Head of reception scan the barcode applied to the package for identification. Subsequently, in close collaboration with e Technician verify and record directly into management System (SAP) the following information

a) Transport costs for sending apparatus: if the load borne by the customer or ROVER.
b) List of accessories supplied: bag, accessories bag, power supply, connectors, etc.
c) Presence of the description of the fault or faults complained. NOTE: In the event that the documents should not be present, the Service sends the request to the customer.
d) Conditions aesthetic and mechanical: scratch, operation of Knob, Keys and TOUCH SCREEN, presence of damaged parts, and so on.
e) Check the status of the battery, through one or more than BATTERY TEST whose duration is 24 hours (each complete cycle).
f) Analysis and comparison of the defects indicated by the customer (see point c).

6) Finally, the instrument is delivered to the Repairs Laboratory and is subject to the following steps:

a) Disassembling the equipment.
b) Research of the fault. NOTE: In the event that the repairman detects an suspect failure, immediately informs the design department and the costumer for information.
c) Request for replacement parts to the raw materials warehouse.
d) Finally repair the fault.
e) Calibration of the instrument in SAT mode, TV and CATV.
f) Updating of the SW (if available and depending of year of production).
g) Fill-in the technical details in the management System (SAP) for future traceability.

NOTE: Each ROVER apparatus is recorded in our SAP system, from the date of sale until the last repair. Within each tab shows all the data related to various interventions.

7) After the repair, the apparatus is subjected to a first phase of testing with the same procedures used in production.

8) Completed the first test, the device move to the department Quality Control (QC) for a second test and is then reassembled and closed.

9) From the QC department apparatus returns to the shipping department where, in addition to being subject to a further round of BATTERY TEST (complete life cycle 24 hours), is subjected to a third functional check to make sure that it is returned in excellent condition, almost like new.

NOTES:

Unfortunately, as indicated in point 2), and despite our efforts and numerous controls, more than 30% of the equipment returned for repairs, to be not faulty. Because of this, it can sometimes happen that the customer, still laments the same defect.