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(©October, 2006)
CyberChiller Series Installation, Operation & Maintenance Manual
5-1
5.0 PRODUCT SUPPORT GROUP
SATS provides to its customers a Product Support
Group (PSG) which not only provides technical
support and parts but the following additional services,
as requested: performance evaluations, start-up
assistance and training.
5.1 Technical Support
The SATS Product Support Group (PSG) is dedicated
to the prompt reply and solution to any problem
encountered with a unit. Should a problem develop
that cannot be resolved using this manual, you may
contact PSG at (240) 529-1399 Monday through
Friday from 8:00 a.m. to 5:00 p.m. EST. If a problem
occurs after business hours, dial the page number
(301) 414-4514 and follow the steps below:
1. Wait for the dial tone.
2. Dial your telephone number (including area
code).
3. Press the pound (#) key.
4. Wait for a busy signal.
5. Hang up the telephone.
One of our service technicians will return your call.
When calling to obtain support, it is vital to have the
following information readily available, (information is
found on unit's nameplate):
• Unit Model Number (CCH-XXX-X-XX)
• SATS Item Number (123456)
• Unit Serial Number (1234567)
• Description of Problem
5.2 Obtaining Warranty Parts
Warranty inquires are to be made through the Product
Support Group (PSG) at (240) 529-1399 Monday
through Friday from 8:00 a.m. to 5:00 p.m. EST. A
service technician at SATS will troubleshoot the
system over the telephone with a field service techni-
cian to determine the defect of the part. If it is deter-
mined that the part may be defective a replacement
part will be sent UPS ground. If the customer requests
that warranty part(s) be sent by any other method than
UPS ground the customer is responsible for the
shipping charges. If you do not have established credit
with SATS you must provide a freight carrier account
number.
A written (or faxed) purchase order is required on
warranty parts and must be received prior to 12:00
p.m. for same day shipment. The purchase order must
contain the following items:
• Purchase Order Number
• Date of Order
• SATS Stated Part Price (obtained from PSG)
• Customer Billing Address
• Shipping Address
• Customer's Telephone and Fax Numbers
• Contact Name
• Unit Model No., Serial No. & SATS Item No.
The customer is responsible for the shipping cost
incurred for shipping the defective part(s) back to
SATS. Return of defective part(s) must be within 30
days at which time an evaluation of the part(s) is
conducted and if the part is found to have a manufac-
turing defect a credit will be issued.
When returning defective part(s) complete the Return
Material Authorization Tag and the address label
received with the replacement part.
See SATS Standard Warranty located in section one
of this manual.
5.3 Obtaining Spare/Replacement Parts
Spare and replacement parts requests are to be made
through the Product Support Group (PSG) by fax (301)
620-1396, telephone (240) 529-1399 or E-mail
(parts@stulz-ats.com). Quotes are given for specified
listed parts for a specific unit.
SATS accepts Visa and MasterCard. SATS may
extend credit to its customers; a credit application
must be prepared and approved (this process could
take one week).
A 25% minimum restocking charge will be applied on
returned stocked parts that were sold as spare/
replacement parts. If the returned part is not a stocked
item, a 50% restocking charge may be applied.
Additionally a Return Material Authorization Number is
required when returning parts. To receive credit for
returned repair/replacement parts, the parts must be
returned to SATS within 30 days of the purchase date.
Spare part sales over 30 days old will be considered
final and the parts will remain the sole property of the
ordering party.