2. Frequently Asked Questions
2.1. What instruments can be repaired?
PGC1, PGC2, PGC2D, NGC2, NGC2D, NGC3 & SMD210 instruments that are less than 20 years old.
Serial numbers starting with a letter corresponding to the year of manufacture:
Nxxx yyy = 2003
Oxxx yyy = 2004
Pxxx yyy = 2005
Eight-digit serial numbers start with the year of manufacture:
13xxx-xxx = 2013
14xxx-xxx = 2014 and so on.
2.2. What will it cost?
98% of repairs are completed within the standard charge.
2.3. What is covered by the standard charge?
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Rectification of all common faults and specific faults described by the user's fault description, resulting from use of the product under the specified operating conditions.
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Updating or replacement of the power supply.
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Replacement of the fan.
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Replacement of the battery-backed RAM if required.
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Functional and safety check.
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Re-calibration of the ion gauge electrometer.
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3-day soak-test.
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3-month warranty on repairs and components used, excluding fans.
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Re-packing in a new carton, where necessary.
2.4. What is not covered by the standard charge and/or warranty?
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Damage caused by electrical discharges, overheating, fire or water.
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Mechanical damage to the instrument.
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Cleaning or decontamination.
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Repair of unauthorised modifications or rectification of repairs not made by AML.
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Problems caused by the use of gauges or leads not approved by AML.
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Problems caused by replacement (other than by AML) of sub-assemblies that comply with a different specification than those in the instrument at the time it was manufactured.
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Identification or repair of intermittent or unusual faults which were not in the user's fault description.
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Identification or repair of faults within the repair warranty period that are not related to the user's description of the repaired fault.
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Resolution of interface problems due to user or third-party software.
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Intensity-matching of LED displays.
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Replacement of LED display elements.
2.5. What happens if the instrument cannot be repaired within the standard charge?
AML will provide an estimate or advise that the instrument is beyond economic repair. If our repair estimate is greater than the standard charge, we will require a new or amended order, or will issue a new prepayment invoice. AML reserve the right to declare any instrument beyond economic repair at any time. AML will not normally charge for instruments that cannot be repaired. If an instrument is returned to the customer without charging for a repair, then AML reserves the right to remove sub-assemblies that have been fitted.
2.6. What happens if there is no fault or a trivial fault, such as a blown fuse or a failed fan?
We will complete the calibration, safety and soak test and may reduce the charge.
2.7. How long will the repairs take?
Most repairs will be completed within 3 - 4 working weeks, however, depending on component and resource availability, repairs can sometimes take up to 8 weeks. Delay in providing an order, any requested information or invoice payment will extend this.
2.8. What happens if AML does not receive an adequate order?
AML reserve the right to dispose of instruments returned without a covering order, a return authorisation (RMA), disposal instructions or with an unpaid invoice.
2.9. Will I get a service report?
Generally not. However, if we detect an application problem or misuse that may have caused the fault, we will make you aware of this. If you request a service report, AML will charge for its production.
2.10. What will happen to my gauge and trip settings?
In order to fully test the instrument, we may need to alter these or reset them to their default values. You should record your settings and re-set them as required after the instrument is returned to you.
2.11. Do I need to return leads and gauges with a controller?
No, it is very risky. BA Gauges are very fragile. These and the leads can be adequately tested with an ohmmeter. BA gauges with leaky feedthroughs or distorted grids should be scrapped. Gauges should not be returned for replacement of filaments, as this is a simple procedure and instructions are provided with replacement filament kits. Pirani gauges are inexpensive and do not justify repair.