Bacharach Calibration / Repair Services

Calibrating and keeping your Bacharach instruments maintained is very important. Even more important is to have your instrument ready to use when you need it. We understand it’s a valuable instrument in your toolbox and an essential part of your business.

Our standard turn-around service time is 4-5 working days after receipt of your instrument. When you require expedited service, we will repair/calibrate and return your instrument within 24 hours upon receipt. Simply complete the Service Request Form, select the 24 Hour Service dropdown option, include payment information, enter a pre-approved amount, and submit your request.

• The 24 Hour Priority Service^[1] will assure that you will have your instrument when you need it
• A simple and easy to use Service Request Form is available on our website
• Standard service costs can be found from the service request form
• Pre-approvals accelerate the return process to avoid any delays in returning your instrument

We appreciate you as a valuable Bacharach customer and we look forward to providing expert service and calibration for your instruments that make HVAC-R safer, cleaner, and more energy-efficient.

^[1] 24 Hour Priority Service is only available for items listed in the Service Pricing Guide. Orders MUST be pre-approved with a PO or a valid credit card, include the RMA paperwork and “PRIORITY” & “RMA#” included on the outside of the package. RMA’s received without this information will cause delays in processing your order. 24 hrs begins when RMA is received at our facility and is based on regular business hours. Return shipping charges will be added to the invoice unless directed to ship collect or bill to a 3rd party account. In most cases, the actual repair charges will be less than the “Not to Exceed” cost. We will contact you if the service cost exceeds the pre-approved amount. AQMT testing is not available for Priority Service.

Bacharach 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 Bacharach directly using the Bacharach website and the electronic RMA form
• call the Bacharach customer service team toll-free at 800-736-4666 and select option 2 for “Repair and Warranty”

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. Bacharach 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:
  Bacharach, Inc.
  621 Hunt Valley Circle
  New Kensinton, PA 15068
  ATTN: Service Department RMA #xxxx

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, Bacharach 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 Bacharach 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 Bacharach facility for a period of 60 days without a customer’s quote approval, Bacharach 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 Bacharach to scrap the instrument, the fee is waived.

Unauthorized Repairs

Unauthorized distributors / agents may offer to service or repair Bacharach instruments. Note that Bacharach assumes NO liability for services provided by unauthorized service centers. In addition, Bacharach does not honor any service warranties that may be provided by unauthorized service centers. The latest list of Bacharach-approved service center partners is available under the “Service Locations” tab.

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 Bacharach 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 help@mybacharach.com
• On the Service Request Form, total the “Not to Exceed” cost and include any applicable fees (NIST certs, Priority Service, etc.). Pre-approved orders will expedite the return of your instrument ^[1]
• 24 Hour Priority Repair Service is available on most instruments. See 24 Hour Service Guide for qualifying instruments
• Complete the Service Request Form
  • Please be sure to include all required information and the pre-approved total
  • 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
  • Enter the verification code as displayed on the screen
  • Click the “Send” 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 duplicaed 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 litium 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