- Warranty statement
- Instructions for Initial Use
- Service Scope
- Standard Service Expenses
- Contact information
- Other information
General Overview:
Niya provides customers not only with innovative high-performance testing instruments, but also products and services with extensive warranty options. To meet individual customer requirements and needs,we offer a wide variety of extended warranty options for instruments and components.
● Standard Original Warranty—Instrument:
Niya warrants its instruments to be free of defects in materials and workmanship (“Original Warranty”) for twelve (12) months from the date of shipment of the product (“Original Instrument Warranty Period”), provided that the instrument is installed and maintained properly and is used under normal operating conditions as set forth in the manuals and written materials provided to the customer. During the Original Instrument Warranty Period, at no additional charge, Niya will provide repair and spare parts replacement services for defective instruments or components. Should repairs be required after the Original Instrument Warranty Period, Niya will repair or replace parts and all such repairs are warranted for ninety (90) days on parts and labor from the date the repaired or replaced part is shipped to the customer.
Exclusions: The Warranty covers normal use only and does not cover damage that results from alteration, accident, misuse, abuse, neglect or failure to follow assembly, installation, operational or other Niya written instructions provided to customer.
● Standard Warranty—Repaired/Replacement Parts:
The standard warranty for spare, repaired or replacement parts and accessory items, purchased separately and not as part of the original instrument order, is effective for ninety (90) days from the date of shipment. Within this warranty period, Niya will provide free repair parts and replacement services provided that the same quality problem continues on the repaired/replaced parts. The determination of the cause of the problem is to be made by a Niya Support/Service Team Member.
● Extended Warranty – Instrument:
If the warranties outlined here do not meet a customer’s requirements, Customer has the option to purchase an extended warranty. Please refer to the section-Standard Service Expenses for additional information.
Warranty Exclusions:
Niya reserves the right, in its sole discretion, to exclude any product and spare part from warranty coverage in any of the following circumstances:
1. Defects or damages to wearing parts or consumable parts, such as lamps and filter paper, etc.
2. Defects to instrument or components caused by the use of accessories or peripheral equipment not produced or authorized by Niya.
3. Defects or damages to instrument or components for aberrant reasons, including, but not limited to failure to comply with the instructions set forth in the operating manual and related materials and using an unsuitable power supply, gas supply, or operation environment, or due to irresistible force and foreign matters entering instrument.
4. Defects or damages to instrument or other components caused by natural catastrophes (such as earthquake or fire) or other events including, but not limited to, accidents, theft, vandalism or loss.
5. Defects or damages to instrument or components caused by dismantling, repair, and reconfiguration without the express written permission of Niya.
6. Defects or damages to instrument or components caused by unplugging and connecting power cord, printing cable, communication cable or other connecting wires without shutting off the power supply.
7. Defects or damages to instrument caused by customer’s installation and operation not in accordance with Niya International’s operational policies and procedures.
Please contact a Niya Technical Support/Service Team Member for complete details on warranty eligibility.
● Initial Product Inspection:
When removing the instrument and accessories from the package, please pay close attention to the caution note and handle accordingly. After unpacking the instrument, check the required configuration according to the packing list. Make sure that all parts listed on the packing slip are included. If you notice any discrepancies, please immediately contact your local Niya representative. If no communication is received by Niya within seven (7) days from the date the package was signed for and received by customer, the instrument will be deemed to be fully accepted by the Customer.
● Initial Product Set-Up:
Please read the operator’s manual, and review the operational video and other product materials (“Manuals”) included with the instrument carefully. Please set up the instrument under the specified conditions, with the proper power supply, gas supply, and parameters and operating mode as set forth in the Manuals. If you have any questions, please feel free to contact your local Niya Technical Support/Service Team prior to set-up.
● Routine Operation:
Before using the instrument, please confirm that the test environment, power supply, gas supply and parameters meet the specified requirements. In the event you experience problems with the instrument, please contact Niya Technical Support/Service Team. In order to accurately and expeditiously process your request, we ask that you please have the following information available before contacting us:
a. The product model and serial number on the product label or in the operator’s manual and certificate of quality.
b. The operator’s manual.
c. Any information about symptomatic problems, including display content, running conditions, the time problem occurred, and other detailed information. We request that customers provide Niya with as much detail as possible in order that we may provide assistance. Failure to fully disclose pertinent information about the condition of the instrument to Niya may result in delay or our inability to resolve the issue.
Service Provided within the Original Instrument Warranty Period:
● Remote Support Services: Labor &Materials are provided at no additional charge under the Original Warranty.
Niya’s Technical Support/Service Technicians can provide customers with the following: technical consultation, product application and operation instructions, malfunction analysis and elimination, spare parts replacement and consumable items, software upgrade and customization, product operation and application documents and web-based self-service. Such services may be provided in the form of written materials, pictures and diagrams through telephone, fax, email, and online instant communication tools.
Niya’s Technical Support/Service Technicians can also provide customers with online operation and application training; online malfunction analysis and elimination; and internet video-conference utilizing various instant communication tools. Niya has a professional video conference system that can assist with visualized service and supports imultaneously for multiple users.
● Door-to-Door Onsite Service: Labor and materials are provided at no charge during the Original Instrument Warranty Period. If a Technical Support/Service Technician must travel to a customer site and Niya incurs travel costs and expenses, customer will be responsible for reimbursing Niya for travel expenses, including airfare, mileage, car rental, lodging and meals. Niya will attempt to procure airfare and other travel costs at reasonable rates. Niya can arrange for a service technician to visit your workplace for on-site instrument installation, debugging, operation, application training, malfunction elimination, repairing, maintenance, testing and calibration.
● Return Product for Repair by Niya International:
During the Original Instrument Warranty Period, if customer wishes to return the instrument to Niya’s offices for repair, Niya will repair the unit at no charge. However, the customer will be responsible for preparing the instrument for shipping and will also be responsible for all expenses including, but not limited to, shipping/freight charges (both to and from Niya’s offices), insurance and any applicable duty fees.
Our highly trained Factory Service Technicians are able to perform all-around malfunction elimination, repairing, maintenance, testing and calibration of the returned instrument.
Service Outside of Original Instrument Warranty Period (Post-Warranty):
1. Remote Support Services: Customer is responsible for material fees and labor rates incurred for service. However, there is no labor fee charged for services incurred within five (5) years from the date of initial shipment of the product.
2. Door-to-Door On-Site Service: Customer is responsible for all materials, labor and travel expenses incurred.
3. Return Product for Repair to Niya: Once the Original Instrument Warranty Period has expired, if customer wishes to return the instrument to Niya’s offices for repair, customer is responsible for preparing the instrument for shipping and will also be responsible for expenses including, but not limited to, shipping/freight charges (both to and from Niya’s offices), insurance and any applicable duty fees. Customer is also responsible for all materials and labor rates. However, there is no charge for labor if the repair services occur within three (3) years from the date of initial shipment of the product.
● On-Site Service:
When a service technician is required for door-to-door onsite service, Customer is responsible for all applicable travel expenses. Please contact a Niya Technical Support/Service Team member for further information.
● Returning Product to Niya International:
Customer is responsible for all related expenses for returning the product (one way or round trip). This includes, but is not limited to, freight, insurance and any applicable duties and other charges. Please contact a Niya Technical Support/Service Team member for further information.
● Definition of Service Expenses
a) Labor Rates: The door-to-door travel time incurred between the site of Niya and customer’s site for service, including, but not limited to, research and preparation to address service issues, tools and parts as well as breakdown diagnosis, maintenance, installation, troubleshooting and training and related required actions.
b) Materials Fees: All expenses for parts purchased or replaced, including, but not limited to, the cost of the applicable parts, and all related costs of shipping, insurance and any applicable duties and other charges.
c) Travel Expenses: All the out-of-pocket travel expenses for service incurred between the site of Niya and customer’s site, including, but not limited to, airfare, mileage, car rental, lodging and meals.
● Extended Warranty:
Extended Warranty options are available to customers who desire coverage beyond the standard warranty periods outlined in these materials. Please contact a Niya Technical Support/Service Team member for details and pricing information.
● Spare Parts Catalog and Price List:
Please contact a Niya Technical Support/Service Team or Sales Team member to request a spare parts catalog or price list.
You can contact a member Niya service team using the following options:
Niya Global Technical Support & Customer Service Center
Istanbul, Turkey (Global and Domestic)
Email: info@niyatechnology.com
Niya headquarters and global service teams provide customers with quality support and service. For details of your local service team, please contact Niya Technology in Istanbul, Turkey headquarter.
Niya Technology Co,. Ltd. may in its sole discretion make such changes and modifications to these warranties and materials as it deems necessary and appropriate. Please refer to the Support and Service Tab on our website, http://www.niyatechnology.com for updates.
NOTE: This Warranty applies only to Niya instruments purchased and serviced.