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Charles Industries offers an advanced replacement service that provides customer replacement plug-in modules for emergency situations where equipment is not operable and spares are not available.  With this service, the unit will be shipped in the fastest manner consistent with the urgency of the situation and availability of the unit.  

Charles encourages customers to procure and maintain and adequate level of emergency spares for their equipment.  Charles also encourages customers to take advantage of Charles’ standard repair and replacement service that allows customers to send in- or out-of warranty units to Charles for repair, testing or replacement.  We recognize, however, that an emergency replacement module may be required on a very short notice.  For these emergency cases, Charles provides the advanced replacement service. 

In most cases, there are no charges for in-warranty advanced replacement units.  If Charles ships a replacement unit and the defective unit is not returned to Charles within 30 days, though, an invoice will be issued for the full list price of the replacement equipment plus any applicable shipping charges.  

ADVANCED REPLACEMENT SERVICE PROCEDURE - Telecommunications Products 

  1. A customer requiring an advanced replacement module should contact the Charles Customer Technical Support at Telecom Technical Support.  

  2. If Technical Support determines that an advanced replacement unit is required, the customer will be directed to a Customer Service Representative who will provide assistance in ordering the advanced replacement equipment.  In some cases, customers may also be directed to a distribution or OEM partner who may provide the replacement unit. The Customer Service Representative will also issue an RMA with instructions for return of the defective equipment. 

  3. The customer will also be requested to provide a follow-up purchase order or valid credit card number (VISA/MasterCard) for any charges associated with the advanced replacement.  

  4. Charles will ship the replacement unit to the customer in the fastest manner consistent with the urgency of the situation and availability of equipment.

  5. The customer is responsible for assuring that the defective equipment is returned to Charles within 30 days.  Shipping instructions will be included on the RMA issued by the Customer Service Representative.  

  6. If Charles receives the failed module within 30 days, the customer will only be invoiced for any applicable repair charges (i.e. out of warranty repairs), no-trouble-found charges, and/or expedited shipping charges.

  7. If a customer fails to return the module within 30 days, the customer will be invoiced for the advanced replacement module at the current product list price plus any applicable shipping charges.

    

 

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