Bacharach Calibration / Repair Services

MSA Safety maintains calibration and repair facilities at our manufacturing centers to provide the best possible service and support for our customers. The services performed on returned instruments are warranted for 90 days after the date of return shipment to the customer. Items such as sensors, pumps, filters and batteries have their own associated warranties.

How To Request Service

Should your Bacharach product require service or maintenance, you may request service in several ways:

• contact your local Bacharach-authorized distributor from whom it was purchased
• contact MSA Safety directly using the MSA Safety website and the electronic RMA form
• call the MSA Safety Bacharach customer service team toll-free at 800-736-4666 and select option 2 for “Repair and Service”

RMA Procedure

Prior to returning any equipment for service, you must have a pre-approved RMA document to return with the product. The document contains an RMA tracking number, as well as the customer-reported description of the product defect or service request. The RMA document also contains the customer contact name, contact e-mail / phone number, shipping / billing information and service / repair pre-approval.

Return the instrument in its original packaging to the address below. If the original packaging is not available, carefully pack the instrument to prevent damage during transport. MSA Safety is neither responsible or liable for any shipping damages that may occur. Be sure to include the RMA documentation and any associated shipping documents in the package. Conspicuously mark the approved RMA number in two places:

• on the outside of the shipping box, and
• on the address line of the shipping label as noted below:
  MSA SAFETY SALES, LLC.
  3880 MEADOWBROOK ROAD
  MURRYSVILLE, PA 15668
  ATTN: SERVICES & SOLUTIONS CENTER / RMA #XXXXXXX

Charges and Fees

Should the repair or required service be more extensive than the pre-approved work, you will be contacted with a cost estimate for the expected service or repair prior to the performance of the work. For liability reasons, MSA Safety performs all needed repairs to restore the instrument to full operating conditions and specifications.

Instruments received without an appropriate pre-approved RMA and associated documentation will be subject to a $50 processing fee in addition to the repair / service fees.

Timely customer approval of service / repair quotes is critical. Instruments left at MSA Safety for more than 30 days without a customer’s approval of the service / repair quote are returned to the customer / distributor in their original “received” condition, accompanied with a minimum labor / estimate fee (from $100.00 to $150.00, dependent on the instrument type) plus all subsequent shipping charges. In the event of orphaned instruments (equipment left at the MSA Safety facility for a period of 60 days without a customer’s quote approval, MSA Safety reserves the right to dispose of the equipment at our cost and assumes no liability for said instruments.

Instruments returned unrepaired at the customer’s request are subject to a handling fee (from $50.00 to $95.00, dependent on the instrument type) plus all subsequent shipping charges. If the customer instructs MSA Safety to scrap the instrument, the fee is waived.

Unauthorized Repairs

Unauthorized distributors / agents may offer to service or repair MSA Safety Bacharach instruments. Note that MSA Safety assumes NO liability for services provided by unauthorized service centers. In addition, MSA Safety does not honor any service warranties that may be provided by unauthorized service centers.

Following all of the instructions below will ensure your instrument is serviced and returned to you without any delays. All equipment MUST include a Service Request Form with a Return Number BEFORE it is shipped to MSA Safety for service.

• Review the Service Request From to find your instrument. If not on the list, please contact customer service at (800) 736-4666 extension 2 or at RMA@msasafety.com
• On the Service Request Form, total the “Not to Exceed” cost and include any applicable fees (NIST certs, etc.). Pre-approved orders will expedite the return of your instrument ^[1]
• Complete the Service Request Form
  • Please be sure to include all required information
  • EXCLUDE credit card information (security reasons). We will contact you for this information prior to returning your instrument
  • Include detailed information for service required and/or the symptom of the problem^[2]
  • Review all information for accuracy
  • Check the “Agreements” check box
  • Click the “Submit Service Request” button to submit your repair request
• You will receive an immediate email confirmation that your request has been processed. If you do not receive a confirmation within 1-2 business hours, please contact customer service
• Your return paperwork will be emailed to you within 1 business day ^[3]
• Include the return paperwork in the package and retain a copy for your records ^[4]
• Include all accessories (probes, printers, carrying case, etc.) with your return ^[5]
• Write either the return number or attach the PRIORITY label for rush service on the outside of the shipping carton

^[1]The “Not to Exceed” cost is the maximum repair cost. The actual repair cost will be applied to your order and in most cases is less than the not to exceed cost. We will call for authorization if the cost exceeds the pre-approved amount

^[2]The more information you provide will help us to ensure your instrument is repaired correctly. Some malfunctions can be intermittent and may not be duplicated in our evaluation process

^[3]Most requests are processed the same day and returned within 24 hours. Missing information, new accounts and other issues may delay the processing of your return request

^[4]Retaining a copy of the return paperwork will help us to track your repair if you need to contact us about its status

^[5]Batteries can be included with your returned instrument except for the lithium ion battery for the PGM-IR. Please retain the lithium battery and return your PGM-IR without the battery. See the Frequently Asked Questions for applicable part numbers