24 25
Troubleshooting Guide
The following list of encountered problems and solutions will assist you in
determining what may be causing your patient lift not to function as designed. If you
have a problem occurring which is not listed below please contact your dealer or
technical support for help. Do not attempt to repair or replace components or parts
on your lift as this may void your warranty or cause further problems that may result
in patient injury. Stop using your lift immediately if it is not functioning correctly or any
warning beeps are heard.
I need to re-charge my battery pack often or it fails to hold a charge when I
charge it.
• Replace the battery pack as it is at the end of its life cycle
• Battery pack should be changed every 18-24 months depending on usage
The actuator will either go up or down but not both
• Replace your hand control as it is at the end of its life cycle
• Your control box may be malfunctioning
There is a grinding sound inside the actuator when lifting
• Replace your actuator as the internal gears are stripped
The actuator stops and starts while lifting or lowering
• Replace the batteries or battery pack as they are at the end of their life cycle
My lift will not operate even though it shows the batteries are charged
• Unplug the AC power cord from the control box as the lift will not work when the control box/
charger is connected to AC Power.
• Check to make sure the hand control is properly inserted all the way into the control box
port.
• Check to make sure the actuator plug is properly connected and inserted all the way into the
control box
• Your hand control needs to be replaced as it is at the end of its life cycle
If there is a problem you could not solve, please contact your dealer for assistance.
WARRANTY POLICY
Span-America (“Span”) offers a limited warranty on all patient lifts, slings and accessories to be free of defects in workmanship
and product performance. This warranty extends only to the original purchaser and is non-transferrable. All warranty claims must
be submitted by the authorized dealer or distributor who originally sold the product with proper proof of sale and serial number
where applicable. Prior Return Authorization (RA) from Span is required for all warranty replacements. Span reserves the right to
repair or replace only defective parts or accessories in lieu of a complete new patient lift. The repaired or replacement part shall
be warranted for a period equal to the remainder of the warranty period of the defective part.
Span does not provide advance replacements for warranty claims. For situations where an end user requires a replacement in
advance and before a warranty item can be returned, dealer or distributor must purchase the replacement at full cost. All freight
charges for the replacement are the sole responsibility of the dealer or distributor. When end user returns warranty item and item
proves to be defective, Span will issue full credit for the replacement less freight charges.
Product returned without RA number clearly marked on the package or product returned later than 30 days after authorization
will be refused and returned at sender’s expense. Final disposition of warranty claims will be determined at the sole discretion
of Span. Warranty claims will be denied for any of the following: product abuse or misuse, accidental or malicious damage,
improper installation, product used with parts, components or accessories with quality or speci cations incompatible with product,
adulterated product, user neglect, failure to maintain and service product as speci ed in the owner’s manual or care tag, serial
number removed or defaced, or normal wear and tear.
Span warrants the following products and components beginning from the purchase invoice date for the speci ed time period:
WARRANTY PERIOD PRODUCT OR COMPONENT
Three (3) Years Patient lift frame or spreader bar
Two (2) Years Actuator, control box, pendant, charger, weigh scale, or casters excluding normal tread wear
One (1) Year Battery pack
Six (6) Months Reusable fabric slings
Single Patient Speci c slings are designed for limited use with one patient and may not be laundered. Span will replace any
disposable sling found to have a manufacturing defect. Normal wear and tear will not be covered under warranty.
This warranty expressly excludes wearable components including but not limited to foam parts and caster tread. Furthermore,
this warranty is void and null for product that has not been purchased or paid for in full.
RETURN GOODS POLICY
Patient lifts may not be returned unless the wrong lift is shipped in error by Span or the lift is heavily damaged or defective out of
the box. For all other items, purchaser may request a RA for purchased goods within thirty (30) days of purchase invoice date.
All returns must be received by Span no later than thirty (30) days after authorization or the RA will be voided. Return package
must be clearly marked with the RA number or the package may be refused and returned at sender’s expense. Patient lifts are
subject to a minimum restocking fee of 25% or more. Please note that patient lifts being returned must be in the original carton
with all parts, components and packing materials included. Failure to comply with this requirement will incur higher restocking
fees or a rejection of the return. Slings, parts and accessories may only be returned if they have not been used. There are no
exceptions to this provision.
All freight charges are the sole responsibility of purchaser when any of the following occurs: (i) ordering error where an incorrect
item is shipped in accordance with purchase order, (ii) an order is cancelled while in transit or (iii) delivery is refused by customer.
Span reserves the right to issue credit amounts based on strict adherence to this policy.
To Next Page
Loading...