| Warranty | CTEK | Battery Chargers Inverters Accessories | Baintech |
Bainbridge Technologies commitment to supporting the products it sells extends well beyond the warehouse doors. In fact we pride ourselves on the high level of after sales service and support that we offer. The reality of dealing with technical products is that occasionally things can go wrong. Sometimes it can be the product and sometimes it can be environmental issues like voltage spikes or problems in electrical systems. So if you are in the unfortunate situation of needing to lodge a warranty claim we have formulated this guide to help you better understand the way that Bainbridge treats and processes warranty claims and service. REPAIR AUTHORITY If you need to lodge a warranty claim for any goods please complete and return one of our Repair Authority forms and return with the goods. This form has been designed so that we can gather all the necessary information required to process your claim. To access the Repair Authority form CLICK HERE
HOW TO MAKE A WARRANTY CLAIM
BAINBRIDGE TECHNOLOGIES
WHEN IS WARRANTY DENIED Each manufacturer has a set of rules which Bainbridge must follow for the processing of warranty. We always try our utmost to process claims but sometimes a warranty just can’t be claimed. Here are some typical reasons that may cause us to be “forced” to reject a claim. a. Damage caused by accident, abuse, misuse, misapplication and tampering b. Damage caused by service performed by anyone other than Bainbridge to a product or a part that has been modified without the written permission of Bainbridge c. Water Damage where water has entered a product – See section below titled “WATER DAMAGE” d. If any serial number has been removed or defaced, or removal or breakage of “warranty void” stickers etc e. Damage caused from unsuitable Power Sources f. Damage due to reverse polarity g. Attempts to operate products with excessive power consumption requirements
WATER DAMAGE Where applicable the product will have the International Protection or “IP” rating clearly marked on the product. This classifies the degrees of protection provided against the intrusion of solid objects (including body parts like hands and fingers), dust, accidental contact, and water in electrical enclosures. The standard aims to provide users more detailed information than vague marketing terms such as waterproof. Example IP65: Complete protection against entry of dust & protection from a low pressure jet of water in any direction.
WHAT IS NOT COVERED BY WARRANTY There are many items beyond the unit itself that are not covered by the manufacturer’s warranty. These can include but are not limited to:
WHEN NO FAULT IS FOUND Occasionally we will receive a unit that we cannot fault. Even after hours of testing some units will not fail. Now whilst the reasons for this can be wide and varied, you must understand that if the unit cannot be faulted we cannot process a warranty, and we must seek to recover our time and costs. If there is no fault found with the product a service fee will apply, plus any return freight charges prior to the product being released. If the product is out of warranty the service fee will be absorbed in the quote for repair. If the quote for repair is denied then the service fee will apply plus freight before the goods are released.
Service fees: Handheld Units (CTEK, TECSUP, NITRO etc) $25.00 + GST Larger Units Inverters, Inverter Chargers, Large Chargers $60.00 + GST To reduce the chances of sending us a unit we cannot fault, we ask that you perform the following tests prior to returning the unit:
1. Battery Condition - Please check the condition of the battery (specific gravity, shorted plates etc) 2. Quality of Power Supply - Stability of Power Supply is important for the correct operation of electrical products. Voltage spikes, low or excess voltage can all affect the performance of the product. 3. Excessive Load - If you are returning an inverter that is cutting out please ensure that the load being supplied does not exceed that of the unit. It is worth noting that some microwaves may say 600W but in fact draw up to 1500W when heating.
FREQUENTLY ASKED QUESTIONS & ANSWERSQ. Is damage to my batteries covered by warranty A. NO...Neither the manufacturer nor Bainbridge will cover the cost of damage to batteries.
Q. Why do you charge a service fee A. Bainbridge tries, under every circumstance, to process a warranty claim but on some occasions we will be forced to reject a claim. If this is the case, we must charge a small fee to recover our time and any freight costs. It is not reasonable to expect Bainbridge to be out of pocket for units that have no fault, or are outside of Warranty terms.
Q. Will I get a new unit if under Warranty A. Typically you will for smaller hand held units, however this is not always the case. It is not uncommon for larger units (VIctron, Sinergex etc) to be repaired.
Q. How long will it take to process my Warranty A. Many factors can determine the length of time that a warranty claim can take. Typically we can process a warranty within a day or two however there may be circumstances where this can take much longer. Especially if we cannot fault a unit. We always try our best to reproduce faults before denying a claim. We always assume you have taken the time to return a unit to us for a reason!
Q. Do I have to cover the cost of return freight A. NO. Bainbridge is obligated to cover the freight costs if the unit is deemed a warranty. If a warranty claim is rejected you must bear the cost of the freight.
Q. Do you need all the cables and accessories returned with the unit. A. No...Not unless they form part of the claim i.e. the cable gets hot, or the display panel flashes etc
Q. When you replace a unit under Warranty does my warranty coverage start again. A. NO... Bainbridge warrants replacement products or parts provided under warranty against defects in materials and workmanship from the date of the replacement or repair for ninety (90) days or for the remaining portion of the original product’s warranty, whichever provides you longer coverage.
OPTION TO REPAIR Should you be in the unfortunate situation of having a warranty claim rejected it may be optional to have the unit repaired. Bainbridge has an extensive service and repair department headed by a qualified electronics engineer and in many cases we are able to repair the faulty unit. Some units are difficult or unable to be repaired due to modern manufacturing techniques which is particularly common in hand held battery chargers. However many of the larger units can be repaired and returned to service. Bainbridge warrants replacement products or parts provided under this warranty against defects in materials and workmanship from the date of the replacement or repair for ninety (90) days or for the remaining portion of the original product’s warranty, whichever provides you longer coverage. For larger units such as inverters, larger chargers and inverter chargers Bainbridge is able to offer the following services:
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