Repairs

A Service Repair falls into two categories: (1) In-Warranty Return Authorization, and (2) Out-of-Warranty Return Authorization.  The classification of the category is based on the shipment date of the product and the time the fault notification was received by our Service Department.

PBN has in place a clearly defined service repair procedure and compliance thereof will facilitate a smooth repair process and ensure that product issues and repairs are resolved as quickly as possible.

The Service Repair procedure manages customer issues and the transition of a faulty product from the field, into the repair workshop and back to the customer.

Step 1: Report the fault by contacting our Service Department without delay.

Step 2: A representative from our Service Department will communicate with you directly regarding the details of the Service Request.  Once the details have been verified, you will be provided with a Return Materials Authorization (RMA) number.

Step 3: All items must be properly packed to ensure no damaged is caused during shipment.  The PBN RMA number must be clearly marked on all documents and packaging.  It is the responsibility of the customer to provide PBN with a tracking number for the shipment.

Step 4: Once the products arrive at PBN, the Service Department will undertake a thorough check of the product.  The representative will also clarify if the product falls in the out-of-warranty or in-warranty category.  The customer is then provided with a written report advising of the fault found and any associated costs before proceeding with any course of action.

Step 5: Once the product has been repaired, the customer will receive written notification of the invoice, RMA number, shipping date and the tracking number.