Sutron Corporation 8310 & 7310 Users Manual 8800-1125Rev. 2.7 (BETA) 4/16/2014 pg. 258
Customer Service Policy
Dear Customer:
Thank you for making the important decision to purchase Sutron equipment. All Sutron equipment is manufactured and tested to the
highest quality standards as set by Sutron’s Quality Assurance Department. Our Customer Service Representatives have years of
experience with equipment, systems and services. We have electronic technicians with field and applications experience, not limited to
technical school training.
Sutron Equipment Repairs
Sutron maintains a Repair Department at the Virginia factory (22400 Davis Drive, Sterling, VA 20164). Turn-around time normally ranges
from 10-30 days after Sutron receives equipment for repair. Prior to returning any equipment for repair, please call Customer Service at
(703) 406-2800 for a Return Material Authorization (RMA) number. Next send the faulty equipment back to the Virginia factory*.
Sutron Customer Service will repair Sutron-manufactured equipment sent to us for repair within 30 days of the time we receive the item
or that repair is free of charge. Please provide our Customer Service Representative with your email address when receiving the RMA
number so that we can email you when your equipment is received at Sutron and again when it is shipped back to you. Expedited repairs
can be completed within one (1) week for an additional expedite fee of $200.00. Repaired equipment is warranted for a period of 180
days after the repair shipment date.**
Note: The 30 day guarantee does not apply to bulk shipments of 10 or more repair items. We appreciate your cooperation in achieving a
quick turn-around by promptly providing cost approval decisions, Purchase Order and credit card information once we have supplied you
with a repair estimate.
Customer Phone Support
Customer Service Representatives routinely handle a wide variety of questions every day. When equipment questions arise, please feel
free to contact me or one of Sutron’s Customer Service Representatives. We are available from 8:00 am to 8:00 pm EST Monday
through Friday and will be happy to take your calls. The main Customer Service number is (703) 406-2800, extension #5. After 5 pm EST
Monday through Friday, please use extension #6.
We typically answer most sensor and interface questions on the first call. If we cannot quickly answer a question on an interface, we will
work with you until we find a solution.
Sometimes a problem is application related. Although we pride ourselves on handling 95% of application related questions over the
phone, we maintain constant contact with our Integrated Systems Division and Engineering Division for additional assistance.
Training
Training is an important part of the Sutron Customer Service Success policy. With proper training, you will learn how to take advantage of
all the benefits and tools that Sutron equipment provides. We are available for, and frequently provide, on-site introductory training at our
Customers’ facilities. We also hold three (3) day training seminars approximately four times per year at our Sutron headquarters in
Sterling (near Washington, DC). Contact me or your Sutron Regional Sales Manager for details.
On-Site Visits
Of course not all problems can be fixed over the phone. Sometimes a customer needs an on-site technician to identify site related
problems or troubleshoot a network. Sutron provides these services at a reasonable cost. Please call for details.
If you would like to learn more about Sutron products, please email sales@sutron.com.
Thank you again for your business,
Paul Delisi
Customer Service Manager
Sutron Corporation
pdelisi@sutron.com
*Transportation charges for equipment returns are the responsibility of the Customer.
** See Warranty on next page. Any products repaired or replaced under Warranty will be warranted for the balance of the Warranty period or
for a period of 180 days from the repair shipment date, whichever is greater.
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