suggest you call us first for a Return Goods Authorization (RGA) Form.
Dear Customer :
Enclosed please find the white and yellow copy of your Returned
Goods Authorization (RGA). The white copy of the RGA form is for your records as a
follow-up copy until the disposition of your pump or return is finalized. The second
yellow copy or good photocopy of the RGA form MUST be sent as a packing slip along with
your shipment so that the return is routed to the correct department for repair and
not lost in with the other pumps here at HyVac. Pumps received without a Xeroxed copy or
this yellow copy of the RGA can not be processed.
Please use the following procedures for returning the
1. Please detail the problems
you are having with the pump. Simply saying the pump is not pulling vacuum is like saying
my car won't go. Taking 5 minutes to write us your problem (On the RGA form), what kind of
system you have the pump on, and what problems you are experiencing will help us
tremendously in helping you. Thanks in advance.
2. Drain all pump oil. Many pumps come in to us covered
with oil because of not emptying them before shipment which potentially can ruin the
motor. Since we do not know what you are doing with the pump there is a potential to
health hazard to our employees. Package the RGA well to avoid
damage. A suggestion would be to use a plywood box or the original package the article was
sent to you in. Numerous articles returned to us are further damaged due to improper
packaging. A little care in the shipping of the pump back to us will insure that we don't
have to call you about inbound freight damage to us. We don't like having to make those
calls, and you don't like getting them, they waste time and money. If damage occurs in
transit, a detailed Damage Report will be filled out at HyVac and faxed to you as soon as
possible to assist in action on your end. If you receive a damage report from us for
freight into HyVac, it is YOUR responsibility to contact YOUR carrier and arrange
3. Please make sure the packing material is such that it will protect
the unit and insure product quality; i.e., bubble pack, spray in place foam, cardboard
inserts, etc. Please
pack HyVac pumps with Styrofoam chips or peanuts. These items can lodge themselves in the motor, melt and destroy the motor
during initial evaluation. You can bag the pump and use peanuts. If possible bolt the pump
to a good quality pallet/skid.
4. Please mark all cartons on the outside with your RGA number. This is
necessary to help identify the RGA being received and to know the return has been
authorized. ALL RGA's MUST be shipped PREPAID. In the
past, HyVac has paid many freight bills for pumps that were not wrong or warrantee, only
to find out later we could not get the reimbursement from the issuing company. If there
are problems with the systems or system at the users end, it should not be HyVac's
responsibility to foot the freight bill. On warranty claims, a good 50% of the time we
find the pumps are performing to spec. We take great effort and time to try and help
trouble shoot pumps and systems over the phone, at no cost to the end user. Although this
works most times, sometimes it doesn't. We have been forced to adopt this somewhat
unfriendly position due to being treated unfairly enough times by the "bad apples of
the world". If this freight pre-paid procedure is not followed, our policy now
dictates the pump is not allowed to enter our facility. If the unit is not under warranty,
you are responsible for ALL freight charges. To those "good apples" out there,
we apologize for our rigid stance on this issue and assure you that if, it is a valid
warranty claim, we will bear the burden. If it is a valid claim, HyVac will refund the
freight on warranteed pumps.
5. Unfortunately we have also
stopped lending pumps out to "hold the customer over" until theirs is
fixed. We got stuck here also. Not our way of doing business, but we have been
forced to this position. Our apologies to the honest people of the world.
6. Unfortunately we also no longer ship any
new "replacement" pump until we receive back the bad pump. We also tried
this before, all to our detriment. Not our way of doing business, but again we have
been forced to this position. Our apologies to the honest people of the world.