Guru Systems Client Returns Process

This process covers in-warranty Hubs which will be repaired or replaced free of charge and out of warranty Hubs for which Guru can provide a repair quote.

Client to assess Hubs on site. Client engineer eliminates comms network issues, tests Hub top and base, if Hub top or base found to be faulty:

  1. Engineer completes the ‘Client returns sheet’ or equivalent. All information listed on page 2 of this document must be provided for each Hub.
  2. Engineer removes top or base unit and installs and commissions replacement from Client’s spares stock. To note it is rarely the case that the top and base are both faulty
  3. Engineer gives Hub top or base and completed return details to their back office returns lead.

Client logs and dispatches batch returns twice monthly. Client compiles details from engineers into a single batch return spreadsheet provided by Guru, checks for complete information, checks serial numbers against physical Hub and dispatches return batch to Guru. Hubs to arrive at Guru’s offices by the second and last Friday of each month. Please note Guru requirements below, these timings should ensure that no more than 30 Hubs are received in any one batch:

  1. If a Hub has a defect when Guru delivers it, it must be returned within 5 days.
  2. Faults found from commissioning to operation must be returned within 2 weeks and can be refused after 8 weeks.
  3. Guru can refuse returns for which full details required in the batch spreadsheet are not provided.

Guru to confirm receipt of overall delivery and count of Hubs in batch. Guru will email the Client the day the batch arrives. It might be worth saving the proof of delivery from your courier too.

Guru log every single Hub-return and then tests. 

Guru to provide Client with a quote for any Hubs within 4 weeks that are out of warranty but could be repaired (quote valid for 3 months) and overall assessment sheet by the second week of each month (if returns have been received by end of the previous month). Outcomes can include:

  1. Guru to return all in-warranty Hubs that have been repaired and replaced, within 4 weeks. Return address to be the Client’s main office unless a different address is requested in writing. A proof of delivery from our courier will be emailed.
  2. Guru to provide a quote for all out of warranty Hubs that were not faulty or can be repaired.
  3. Guru will document which out of warranty Hubs cannot be repaired on the overall assessment sheet prepared by Guru for the Client.

Client review repairs quote for out of warranty Hubs. Client then MUST respond to Guru within 3 months of quote date. Instruction options:

  1. Provide a purchase order for some or all of Hubs with instruction to repair. When Guru receives a purchase order from Client, Guru can confirm a return date which should be within 2 weeks of receipt of PO.
  2. Do not request repairs and ask Guru to deal with faulty Hubs.
  3. Do not request repairs and ask Guru to return faulty Hubs.

Confirm that the returned batch is complete: If Guru has not received instruction from the Client, in line with step 6, within 3 months of the quote date, Guru will notify the Client that we will reuse the Hubs.

Information required from Client

The following information must be provided by the Client for each Hub and compiled into the batch spreadsheet:

  • Site name 
  • Property address Hub removed from
  • Date engineer removed Hub from site
  • Engineer name
  • Date returned to Guru (batch return)
  • Heat meter type
  • Hub version: 1 or 2
  • Part: Top or Base
  • Serial number of removed Hub
  • Reported fault
  • Tick boxes for checks undertaken (tests set out in Client Fault finding Training provided by Guru):
    • Eliminate other parts of the comms network before testing the Hub
    • Base unit – Visual inspection
    • Base unit – Power check
    • Base unit – M-Bus Physical checks
    • Top unit – Visual inspection, power check
    • Top unit – Touch screen test
    • Commissioning app login tests
    • Software inspection for top and base unit
    • Software inspection – M-Bus test
    • Software inspection – Pulse test (if applicable)
    • Software inspection – Relay test
    • Digimesh / Zigbee test

Information to be provided by Guru to the Client 

After processing each batch, the overall assessment sheet provided by Guru to the Client will contain:

  • Serial number
  • Hub version: 1 or 2
  • Part: Top or Base
  • Date Hub was returned to Guru
  • The warranty end date (whether in warranty or out of warranty) – wherever warranty date is unknown Guru will assume the Hub is in warranty unless it is very apparent that the hub is older than 1 year old e.g it is a Hub 1). Please note, damage invalidates the warranty
  • The diagnosis, which includes the fault type where there is one is identified
  • Serial number of replacement – where relevant
  • Date returned to Client – where relevant

One off client return item process

  1. Client raises a ticket into the support que support@gurusystems.com
  2. Support performs remote triage to try and fix 
  3. If there is no fix or it is unsuccessful and a site visit has taken place then the client is to provide the requested information for Hub to be returned
  4. Guru Support to complete the RMA authorisation form for either in or out of warranty hubs (chargable or not)
  5. Guru sends replacement top unit and/or pre-commissioned – bases (Purchase Order cover is required for out of warranty Hubs therefore a quote will be provided.)
  6. Site delivery provides a set of instructions for removal and replacement for the new unit.