Return To Base and On-Site Service Process

Return to Base (RTB) Service

Each year, when your unit is due for service, our system will automatically notify us. We will then contact you to confirm whether you would like to proceed.
Once you confirm that you wish to proceed, we can arrange a loan unit. A signed loan agreement will be required prior to dispatch.
Once the loan unit has been delivered, we will issue a Return Authority for your unit.
Upon receipt of your unit, we aim to complete service and calibration within 3–5 working days. A more accurate turnaround time will be confirmed once the unit is booked in.
If the service and calibration are completed without issue, we will notify you upon completion and confirm the expected shipping date (including tracking details, if required).
a. Certificates will be issued once the unit has been dispatched.
If a repair is required, we will advise you of the issue and request a purchase order for the replacement parts. As a contract customer, you will receive a 10% discount on parts.
a. Once the purchase order is received, we will proceed in line with step 5 above.

For all Return to Base (RTB) units, claire.duke@tendringpacific.com will manage the process.

Approximately one month prior to your unit’s annual service and calibration due date, we/ bradley.hare@tendringpacific.com will contact you to arrange an onsite service visit.
If you are on a Service Contract (which applies for the first year, with the option to renew thereafter at a reduced cost), we will simply need to confirm a suitable date.
If you are not on a Service Contract, a quotation will be issued, and a purchase order will be required prior to confirmation.
Once the service date is confirmed, we will follow up with the relevant RAMS documentation.

Following completion of the service visit, and where no repairs are required, certification will be issued.

If any parts require replacement, a quotation will be provided.

Certificates will be released once a purchase order is received