Usage:
Product Service Options
The following are the factory options available for the service of Woodward equipment under Woodward's standard Product and Service Warranty (25222), in effect at the time the product is sold from Woodward or the service is performed:
- * Replacement/Exchange (24-hour service)
- * Flat Rate Repair
- * Flat Rate Remanufacture
- * Flat Rate Repair
If you are experiencing problems with installation or unsatisfactory performance of an installed system, the following options are available:
- * Consult the troubleshooting guide in the manual.
- * Contact Woodward technical assistance (see "How to Contact Woodward" later in this chapter) and discuss your problem. In most cases, your problem can be resolved over the phone. If not, you can select which course of action you wish to pursue based on the available services listed in this section.
Replacement/Exchange
Replacement/Exchange is a premium program designed for the user who is in need of immediate service. It allows you to request and receive a like-new replacement unit in minimum time (usually within 24 hours of the request), providing a suitable unit is available at the time of the request, thereby minimizing costly downtime. This is also a Flat Rate structured program and includes the full standard Woodward product warranty, pursuant to Woodward's Product and Service Warranty (25222).
This option allows you to call in advance of a scheduled outage or an unexpected outage and request a replacement control unit. If the unit is available at the time of the call, it can usually be shipped out within 24 hours. You replace your field control unit with the like-new replacement and return the field unit to the Woodward facility as explained later in this chapter.
Charges for the Replacement/Exchange service are based on a flat rate plus shipping expenses. You are invoiced the flat rate replacement/exchange charge plus a core charge at the time the replacement unit is shipped. If the core (field unit) is returned to Woodward within 60 days, Woodward will issue a credit for the core charge. [The core charge is the average difference between the flat rate replacement/exchange charge and the current list price of a new unit.]
Return Shipment Authorization Label. To ensure prompt receipt of the core, and avoid additional charges, the package must be properly marked. A return authorization label is included with every Replacement/Exchange unit that leaves Woodward. The core should be repackaged and the return authorization label affixed to the outside of the package. Without the authorization label, receipt of the returned core could be delayed and cause additional charges to be applied.
Flat Rate Repair
Flat Rate Repair is available for the majority of standard products in the field. This program offers you repair service for your products with the advantage of knowing in advance what the cost will be. All repair work carries the standard Woodward service warranty, pursuant to Woodward's Product and Service Warranty (25222) on replaced parts and labor.
Flat Rate Remanufacture
Flat Rate Remanufacture is very similar to the Flat Rate Repair option with the exception that the unit will be returned to you in "like new" condition and carry with it the full standard Woodward product warranty, pursuant to Woodward's Product and Service Warranty (25222). This option is applicable to mechanical products only.
Returning Equipment for Repair
If a control (or any part of an electronic control) is to be returned to Woodward for repair, please contact Woodward in advance to obtain a Return Authorization Number. When shipping the item(s), attach a tag with the following information:
- * name and location where the control is installed;
- * name and phone number of contact person;
- * complete Woodward part number(s) and serial number(s)
- * description of the problem;
- * instructions describing the desired type of repair.
- * name and phone number of contact person;
CAUTION: To prevent damage to electronic components caused by improper handling, read and observe the precautions in Woodward manual 82715,
Packing a Control
Use the following materials when returning a complete control:
- * protective caps on any connectors;
- * antistatic protective bags on all electronic modules;
- * packing materials that will not damage the surface of the unit;
- * at least 100 mm (4 inches) of tightly packed, industry-approved packing material;
- * a packing carton with double walls;
- * a strong tape around the outside of the carton for increased strength.
- * antistatic protective bags on all electronic modules;
Return Authorization Number
When returning equipment to Woodward, please telephone and ask for the Customer Service Department [(1)(800) 523-2831 in North America or (1)(970) 482-5811]. They will help expedite the processing of your order through our distributors or local service facility. To expedite the repair process, contact Woodward in advance to obtain a Return Authorization Number, and arrange for issue of a purchase order for the item(s) to be repaired. No work can be started until a purchase order is received.
NOTE: We highly recommend you make arrangement in advance for return shipments. Contact a Woodward customer service representative at (1)(800) 523-2831 in North America or (1) (970) 482-5811 for instructions and for a Return Authorization Number.
Replacement Parts
When ordering replacement parts for controls, include the following information:
- * the part number(s) (XXXX-XXX) that is on the enclosure nameplate;
- * the unit serial number, which is also on the nameplate.
How to Contact Woodward
In North America use the following address when shipping or corresponding:
Woodward Governor CompanyPO Box 1519
1000 East Drake Rd
Fort Collins CO 80522-1519, USA
TELEPHONE: (1)(970) 482-5811 (24 hours a day)
TOLL-FREE PHONE (in North America): (1)(800) 523-2831
FAX: (1)(970) 498-3058
For assistance outside North America, call one of the following international Woodward facilities to obtain the address and phone number of the facility nearest your location where you will be able to get information and service.
You can also contact the Woodward Customer Service Department or consult our worldwide directory on Woodward's Internet website (http://www.woodward.com) for the name of your nearest Woodward distributor or service facility:
Additional Aftermarket Product Support Services
Woodward Aftermarket Services offers the following after-sale support for all Woodward products:
- * Customer Training
- * Technical Assistance
- * Field Service
- * Specialized Services
- * Technical Assistance
Customer Training is offered at our facility in Loveland, Colorado, or at your site. This training, conducted by experienced trainers, will assure that customer personnel will be able to maintain system reliability and availability. For information concerning training available, call the number above and ask for customer training.
Technical Assistance is available using the Woodward toll-free number. The Aftermarket application engineering group is available to assist customers with technical questions or problem solving during normal business hours or as emergency support 24 hours a day. This group can also provide engineering support for changes or enhancements after the commissioning of your system. For technical engineering assistance, call the number above and ask for technical assistance.
Field Service engineers are dispatched from the Woodward facility in Colorado, or from one of many regional or worldwide offices located near the customer to provide prompt response. Woodward field engineers are experienced and are continually updated on all Woodward products as well as much of the non-Woodward equipment they interface with. The field engineers ensure that all documentation is updated, and all field engineers are well informed as to new problems which might arise. Woodward field service engineers are on-call 24 hours a day. Call the number above and ask for field service.
Specialized Services can be tailored to your specific needs. These services can be based on a particular aspect of a single service or a combination of services and are covered under one low-cost service contract. A contract may be for regularly scheduled training courses or possibly to have a field engineer visit your site at pre-determined intervals to provide a system analysis, verify proper operation, and make recommendations for maintenance improvements, enhancements, or other needs. These contracts are usually custom-designed and structured to allow ultimate flexibility, thereby allowing you to plan and budget more accurately. For more details, contact the Woodward sales representative, or call the number above and ask for sales support to discuss specific needs.
Technical Assistance
If you need to telephone for technical assistance, you will need to provide the following information. Please write it down here before phoning: