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Customer Service & Support

Customer Service & Support

Download the Sutron Service Policy and Commercial Warranty Document

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).

  • Average turn-around time for repairs ranges from ten to thirty 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. Then 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.***
  • 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: 8:00 am to 8:00 pm EST, Monday through Friday

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 are 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 datalogger, transmitter, 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.

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.
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.

If you would like to learn more about Sutron products, please email sales@sutron.com. Thank you
again for your business,
Paul Delisi pdelisi@sutron.com Customer Service Manager Sutron Corporation
* Note: The 30 day guarantee applies only to Sutron-manufactured products. The 30 day guarantee
does not apply to the following: bulk shipments of 10 or more repair items, third party or
buy-ship products, shipments awaiting payment authorizations, cases where delays are caused by
international customs, shipping or other regulations. Additionally, the 30 day guarantee is
exclusive of domestic and international transit times.*
** Transportation charges for equipment returns are the responsibility of the Customer.

*** See Warranty on the 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.

Commercial Warranty

SUTRON MANUFACTURED EQUIPMENT
THE SUTRON CORPORATION WARRANTS that the equipment manufactured by its Manufacturing Division
shall conform to applicable specifications and shall remain free from defects in workmanship and
material for a period ending two years from the date of shipment from Sutron’s plant.

Sutron’s obligation under this Warranty shall be limited to repair at the factory (22400 Davis
Drive, Sterling, VA 20164) or, at Sutron’s option, replacement of the defective product. In no
event shall Sutron be responsible for incidental or consequential damages, whether or not
foreseeable or whether or not Sutron has knowledge of the possibility of such damages. This
Warranty shall not apply to products that have been damaged through negligence, accident, misuse
or acts of nature such as floods, fires, earthquakes, lightning strikes, etc.

Sutron’s liability, whether in contract or in tort, arising out of warranties or representations,
instructions or defects from any cause, shall be limited exclusively to repair or replacement
parts under the aforesaid conditions. SUTRON’S WARRANTY IS THE EXCLUSIVE REMEDY FOR ANY BREACH OF
WARRANTY. SUTRON EXPRESSLY DISCLAIMS ANY REMEDIES OF “COVER” AND ANY WARRANTIES IMPLIED BY LAW,
INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
THE TOTAL LIABILITY OF SUTRON AND ITS SUBSIDIARIES, AFFILIATES, EMPLOYEES, DIRECTORS, OFFICERS AND
AGENTS ARISING OUT OF THE AGREEMENT, PERFORMANCE, NONPERFORMANCE, OR OBLIGATIONS IN CONNECTION WITH
THE DESIGN, MANUFACTURE, SALE, DELIVERY, AND/OR USE OF GOODS AND/OR SERVICES IN NO CIRCUMSTANCE
INCLUDES ANY LIQUIDATED, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND, NOR EXCEED AN AMOUNT THAT
IS UNREASONABLY DISPROPORTIONATE TO THE TOTAL PAYMENT RECEIVED FOR THE GOODS/SERVICES GIVING RISE
TO ANY CLAIM, EXCEPT ONLY IN THE CASE OF DAMAGES ARISING DUE TO SUTRON’S WILLFUL MISCONDUCT.

Sutron requires the return of the defective electronic products or parts to the factory to
establish claim under this Warranty. The customer shall pre-pay transportation charges to the
factory. Sutron shall pay transportation charges for the return of the repaired equipment to the
customer when the validity of the damage claim has been established. Otherwise, Sutron will pre-
pay shipment and bill the amount to the customer. All shipments shall be accomplished by best-way
surface freight.

Sutron shall in no event assume any responsibility for repairs or alterations made other than by
Sutron. Any products repaired or replaced under this 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. Products repaired at cost will be warranted for 90 days from the date of
shipment.

NON-SUTRON MANUFACTURED EQUIPMENT
The above Warranty applies only to products manufactured by Sutron. Equipment provided, but not
manufactured by
Sutron, is warranted and will be repaired to the extent of and according to the current terms and
conditions of the respective equipment manufacturers.

EXTENDED WARRANTY AND ON-SITE MAINTENANCE
Extended warranty and on-site maintenance contracts are available. Price quotations may be obtained
from Sutron Customer
Service Representatives.