Attention Sales & Service Personnel:
In an effort to continuously improve our commitment to service, whenever you or your customer have a service request on a Thomson Power Systems ATS, please follow the below steps. These steps are required so the manufacturer can efficiently and effectively act on your request for service. It is recommended that warranty terms and limitations be reviewed with your customer upon delivery and commissioning of the ATS so everyone is aware of the terms and limitations. Additional warranty and services can be discussed and agreed to with Thomson at any time but preferably while the product is still under warranty:
Obtain the ATS serial number (mandatory), and site information (customer, location, and site point of contact).
Gather as much information as possible from the customer reporting the issue. Operating conditions at time of fault, nature of failure or fault, etc.
Ask the site contact to text or email, pictures of the controller screen, showing the error messages, LED conditions, etc.
Obtain event log, alarm log, GHC debug file (if possible)
Call 1.888.888.0110 option 1 to speak with a Thomson Service Representative, and send email to support@thomsonps.com with above requested information.
Explain the symptoms that are being reported.
Get a TPS Case Number from the Service Representative (mandatory).
Keep in mind that Thomson Power Systems have a Limited Warranty – the full Warranty Statements are attached but in short they will cover:
Labor – maximum of four (4) hours on-site.
Travel time and mileage – maximum of four (4) hours travel and 200 km or 125 miles.
Also, if parts are required, even while the ATS is under warranty, Thomson will require you to issue a PO or payment (if you do not have an account with Thomson) for the parts and will only provide a credit once the defective parts are returned for evaluation and deemed to be covered by warranty.
If you have any questions about this or would like to review or discuss options with Thomson, please do not hesitate to contact us and we will make arrangements.