Guru Systems Client Returns Process

This process covers in-warranty Hubs and Cores which will be repaired or replaced free of charge. This process also covers out of warranty Hubs and Cores for which Guru can provide a repair quote. Warranty periods for Hubs and Cores are defined in the Guru Systems Terms and Conditions provided with the original quote. 

Hubs and Cores will be referred to as ‘Device(s)’ in the rest of this document.

Step 1: Client to assess Device(s) on site. Client engineer eliminates comms network issues, tests device(s). If device(s) is found to be faulty:

  1. Client’s engineer removes device(s) and commissions replacement from Client’s spares stock.
  2. Client’s engineer gives device(s) and completed return details to their back office returns lead.

Note:

  • Guru does not go to site to remove faulty units. All onsite work and return shipment is undertaken and arranged by the Client, at the Client’s cost.
  • Hub 1 and 2 tops and bases rarely become faulty at the same time. Tops and bases can be returned separately.

Step 2: Client logs and dispatches returns. Client compiles details from engineers, checks serial numbers against physical device(s) and dispatches return device(s) to Guru. Delivery is to be paid for by the Client. 

No more than 30 device(s) are to be received in any one batch.

Please note Guru requirements below:

  1. If a device has a defect when Guru first 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 are not provided.

Step 3: Guru to confirm receipt of overall delivery and count of device(s) in batch. Please keep the proof of delivery from your courier.

Step 4: Guru logs device return(s), checks warranty status and tests device(s).

Step 5: Guru will return all in-warranty device(s) that have been repaired and/or replaced, within 4 weeks. The return address will be the Client’s main office unless a different address is requested in writing. A proof of delivery from Guru’s courier will be emailed.

Step 6: For out of warranty device(s), Guru will provide the Client with a repair quote within 4 weeks of receipt of return device(s). Quotes are valid for 3 months from the date Guru sends the quote.

Outcomes can include:

  1. Guru to provide a quote for all out of warranty device(s) that were not faulty or can be repaired.
  2. Guru will document which out of warranty device(s) cannot be repaired on the overall assessment sheet prepared by Guru for the Client.

Step 7: Client reviews the repair quote. The Client MUST respond to Guru within 3 months of quote date. The Client will confirm one of the following options:

  1. Provide a purchase order for some or all of the devices with instructions to repair.
  2. Do not request repairs and ask Guru to deal with faulty devices.
  3. Do not request repairs and ask Guru to return faulty devices.

Step 8: Guru confirms that the repaired and/or replacement device(s)are ready for dispatch: If Guru has not received instruction from the Client in line with step 6, Guru will notify the Client that devices will be reused as Guru sees fit. Delivery is to be paid for by the Client.