Service and Returns
Global Ocean Design
Field Service and Factory Service policy
(Rev July 9, 2014)
Global Ocean Design is dedicated to the highest standards of engineering, manufacturing, and quality assurance. In the length of our careers, we have been on the receiving end of product that didn’t work anywhere close to advertised. We sell solutions to problems, not new problems. There is a sign over the shipping and receiving roll-up door that says, “The QC Loop Stops Here.” We may make an honest mistake, or component parts may suffer infant mortality, but we will never knowingly ship a defective product.
Warranty Period
Global Ocean Design new product warranty is 12 months after shipment from the factory. If sold through a distributor, the warranty will start after shipment from the distributor, beginning not longer than 6 months after shipment from the factory. A dated packing slip will be sufficient proof of warranty. Global Ocean Design repaired product warranty is ninety (90) days after shipment from the factory. Please also see Terms and Conditions of Sale for additional restrictions and conditions.
Field Service and Factory Service
Some issues can be handled without the time and expense needed to return the product to the factory. Perhaps a replacement fuse or a replacement power cable is all that is needed. Other problems might be too far gone for repair, as one might imagine when a cell phone drops in the deep end of a pool.
For immediate service, please contact your sales representative for their guidance.
You can also e-mail the factory service department as described below.
By contacting the factory prior to returning an item, we can help determine if the item needs to be returned, or if there is a more effective way to resolve the problem. We want you to get back to work as fast as possible!
Please DO NOT send the product back to the factory without an RMA number properly added to the label.
RMA Procedure
A Return Material Authorization (RMA) number is required for all returns.
To obtain a return authorization number, copy and paste the “Return Material Authorization Form (RMA)” below into an e-mail. Fill in the requested information and send it to “Global Ocean Design Service Department [email protected].
If Global Ocean Design determines that the unit(s) should be returned for repair or evaluation, we will assign a RMA number in a return e-mail. This number must appear on the shipping label, as well as all paperwork associated with the return. Packages delivered to Global Ocean Design without an approved RMA, will be returned at customer’s expense.
Field Service and Factory Service policy
(Rev July 9, 2014)
Global Ocean Design is dedicated to the highest standards of engineering, manufacturing, and quality assurance. In the length of our careers, we have been on the receiving end of product that didn’t work anywhere close to advertised. We sell solutions to problems, not new problems. There is a sign over the shipping and receiving roll-up door that says, “The QC Loop Stops Here.” We may make an honest mistake, or component parts may suffer infant mortality, but we will never knowingly ship a defective product.
Warranty Period
Global Ocean Design new product warranty is 12 months after shipment from the factory. If sold through a distributor, the warranty will start after shipment from the distributor, beginning not longer than 6 months after shipment from the factory. A dated packing slip will be sufficient proof of warranty. Global Ocean Design repaired product warranty is ninety (90) days after shipment from the factory. Please also see Terms and Conditions of Sale for additional restrictions and conditions.
Field Service and Factory Service
Some issues can be handled without the time and expense needed to return the product to the factory. Perhaps a replacement fuse or a replacement power cable is all that is needed. Other problems might be too far gone for repair, as one might imagine when a cell phone drops in the deep end of a pool.
For immediate service, please contact your sales representative for their guidance.
You can also e-mail the factory service department as described below.
By contacting the factory prior to returning an item, we can help determine if the item needs to be returned, or if there is a more effective way to resolve the problem. We want you to get back to work as fast as possible!
Please DO NOT send the product back to the factory without an RMA number properly added to the label.
RMA Procedure
A Return Material Authorization (RMA) number is required for all returns.
To obtain a return authorization number, copy and paste the “Return Material Authorization Form (RMA)” below into an e-mail. Fill in the requested information and send it to “Global Ocean Design Service Department [email protected].
If Global Ocean Design determines that the unit(s) should be returned for repair or evaluation, we will assign a RMA number in a return e-mail. This number must appear on the shipping label, as well as all paperwork associated with the return. Packages delivered to Global Ocean Design without an approved RMA, will be returned at customer’s expense.
Global Ocean Design Service Request Return Material Authorization Form (RMA)
E-mail to the Global Ocean Design Service Department [email protected]
Subject line: “RMA Request” RMA # ________ (tba)
1. Company:
2. Contact Name:
3. Contact Phone Number:
4. Contact e-mail:
5. Address 1:
6. Address 2:
7. City:
8. State:
9. Zip:
10. Country:
11. Product description, Model number, and quantity.
12. Serial number(s), if appropriate.
13. Reason for return.
Please be as descriptive as possible, such as ocean depth and duration, environmental
conditions (sunlight, temperature, precipitation, dust), packaging during shipment, a
photograph and description of the installation, and any other information that will help us
understand the problem and perhaps improve the product. Thanks!
14. Original purchase order number, if available.
15. Other comments:
E-mail to the Global Ocean Design Service Department [email protected]
Subject line: “RMA Request” RMA # ________ (tba)
1. Company:
2. Contact Name:
3. Contact Phone Number:
4. Contact e-mail:
5. Address 1:
6. Address 2:
7. City:
8. State:
9. Zip:
10. Country:
11. Product description, Model number, and quantity.
12. Serial number(s), if appropriate.
13. Reason for return.
Please be as descriptive as possible, such as ocean depth and duration, environmental
conditions (sunlight, temperature, precipitation, dust), packaging during shipment, a
photograph and description of the installation, and any other information that will help us
understand the problem and perhaps improve the product. Thanks!
14. Original purchase order number, if available.
15. Other comments:
Shipping Expenses
Shipment to the factory will be fully at customer expense, including handling fees, duties and any surcharges. The RMA number must be clearly marked on the shipping label. That’ll help us route the package to the Service Department and locate the correct RMA file, so we can get started on getting the product fixed.
For units returned under warranty and determined to be Global Ocean Design responsibility, the company will pay the return shipment costs, based on ground transportation. Additional costs for expedited freight will be at the expense of the customer.
For units returned under warranty and determined to be customer responsibility or units that are out of warranty, the return shipment will be at the expense of the customer. The customer may specify the preferred shipping method.
The items must be shipped in appropriate strength boxes with adequate padding to prevent incidental damage in transit.
Units delivered to Global Ocean Design without an approved RMA, will be returned at customer’s expense.
Repair Costs
For units returned under warranty and determined to be the responsibility of Global Ocean Design, the company will repair or replace the unit as rapidly as possible at no cost to the customer.
For units returned under warranty and determined to be customer responsibility or units that are out of warranty, a service evaluation fee may be applicable, plus any cost of repair. The customer will be advised if the cost of a new unit will be less than the repair.
Factory Address
Global Ocean Design
7955 Silverton Ave., Suite 1208
San Diego, CA 92126
www.globaloceandesign.com
[email protected]
(858) 560-1799 (may not be answered immediately)
Shipment to the factory will be fully at customer expense, including handling fees, duties and any surcharges. The RMA number must be clearly marked on the shipping label. That’ll help us route the package to the Service Department and locate the correct RMA file, so we can get started on getting the product fixed.
For units returned under warranty and determined to be Global Ocean Design responsibility, the company will pay the return shipment costs, based on ground transportation. Additional costs for expedited freight will be at the expense of the customer.
For units returned under warranty and determined to be customer responsibility or units that are out of warranty, the return shipment will be at the expense of the customer. The customer may specify the preferred shipping method.
The items must be shipped in appropriate strength boxes with adequate padding to prevent incidental damage in transit.
Units delivered to Global Ocean Design without an approved RMA, will be returned at customer’s expense.
Repair Costs
For units returned under warranty and determined to be the responsibility of Global Ocean Design, the company will repair or replace the unit as rapidly as possible at no cost to the customer.
For units returned under warranty and determined to be customer responsibility or units that are out of warranty, a service evaluation fee may be applicable, plus any cost of repair. The customer will be advised if the cost of a new unit will be less than the repair.
Factory Address
Global Ocean Design
7955 Silverton Ave., Suite 1208
San Diego, CA 92126
www.globaloceandesign.com
[email protected]
(858) 560-1799 (may not be answered immediately)
