Thermal Imaging: Maintenance and Repair
Bullard Service Commitment
Since Bullard introduced its first thermal imager in 1998, the company has been earning the respect and trust of its customers through its commitment to excellence in service. All thermal imaging customers who send their products in for service or maintenance will receive up-front pricing, 48 hour turnaround, complete system diagnostics, and free inbound and outbound shipping. Bullard offers a lifetime warranty for shell replacements.
Bullard Service Approach
The Bullard Service program consists of
several elements:
• Simple pricing based on market price tiers, communicated to the
customer before the product is sent to Bullard
• Pre-authorization of all TI service returns, for transaction
efficiency and speed of turnaround
• E-mail communication to customer upon repair delivery and pickup
from Bullard
• Prepaid inbound and outbound shipping for all TIs regardless
of warranty status
• Complete system diagnostics on every camera serviced
• Complimentary replacement of straps and display cover window
on all repairs
• Lifetime warranty for shell replacements
How the Bullard TI Service Process Works
• Your Initial Call: When
customers call Bullard with a service or repair issue, Bullard
Customer Service Representatives (CSRs) use a decision tree process
to diagnose the symptoms of the problem and provide the list price
for the repair over the phone, prior to a return authorization being
issued.
• Processing the Return: The end-user will authorize payment, and
the distributor will issue a PO for that amount. Bullard will then
issue a return authorization number. This process ensures that
all units returned to Bullard will be serviced within 48 business
hours.
• Communication: Bullard will e-mail the customer upon issue of
the return authorization, delivery of the product to Bullard, and
upon pickup of the camera for return to the customer.
• The product will be repaired, using a kit of components to ensure
comprehensive service. If the issue with a unit falls into a different
pricing tier than originally priced in the estimate, Bullard will
adjust the price accordingly. If the problem is in a higher-priced
tier, Bullard will inform the distributor and customer so that
a revised purchase order can be issued prior to the completion
of the repair.
• Your camera will receive complimentary strap replacement and
display cover window replacement, and a diagnostic process will
be performed to ensure it is working properly before it leaves
the factory.
• The product will be shipped back to the customer (via UPS Ground)
within 48 business hours of receipt at Bullard.
The Bullard Approach to Service Pricing
The five-tier pricing structure for TI repairs at Bullard is based
on replacing groupings of components, rather than individual components.
This approach helps ensure predictable pricing and comprehensive
service on all cameras returned to the Bullard factory. Following
are the pricing tiers:
Tier 1 Basic service such as non-electronic repairs and shell replacement
Tier 2 Charging system repairs
Tier 3 Liquid crystal display and power management repairs
Tier 4 Transmitter repairs
Tier 5 Engine core repairs
Bullard will invoice only one tier (the tier relating to the most
expensive service item), even when multiple issues are found. Should
we find that the issue with a unit falls into a different tier than
priced in the original estimate, Bullard will adjust the price accordingly.
If the actual problem turns out to be in a higher priced tier, Bullard
will inform the distributor and the customer so that a revised purchase
order for the higher price can be issued.
Keeping Your TI in Top Condition
Preventative Maintenance program – The preventative maintenance program at Bullard allows a fire department to return its thermal imager to “like new” condition, replacing maintenance parts, providing a complete diagnostic of the thermal imager and replacing the outer housing and straps. Especially for heavy users, the PM Program can restore the water resistant integrity of the outer shell to help prevent water from intruding into the electronics. In short, the PM program enables you to catch small problems before they become big problems. As with repairs, Bullard offers 48-hour turnaround on preventative maintenance. For more information, call 800-BULLARD.