Service Policy

NIST Traceable Calibration:

Calibration to established specifications using standards traceable to national (NIST) or international standards. The Calibration verifies the M&TE is within OEM specifications, with adjustments to restore or optimize tolerance specifications as necessary. The Calibration Certificate includes a summary statement of received and returned conditions, as well as customer notification of OOT conditions as applicable.

ANSI/NCSLI Z540.1 Calibration with Data (As Found/As Left Data):

Calibration to established specifications using standards traceable to national (NIST) or international standards in accordance with ANSI/NCSLIZ540.1, with As Found/As Left data reported on the calibration certificate or associated report. The Calibration verifies the M&TE is within OEM specifications, with adjustments to restore or optimize tolerance specifications as necessary. The Calibration Certificate includes a statement of received and returned conditions, as well as customer notification of OOT conditions.

ISO/IEC 17025 Accredited Calibration, (As Found/As Left Data):

Calibration in accordance with ISO/IEC 17025:2017, to established specifications using standards traceable to national (NIST) or international standards. Includes Calibration Report of As Found/As Left calibration data and associated uncertainty of measurement(s). Accredited calibration is our most comprehensive level of metrology service, designed to meet ISO/IEC 17025:2017 quality requirements, in support of statistical process control methods and procedures. Accredited Calibration service is limited items that fall within our Scope of Accreditation.

When using our Calibration Services, you can be assured your instruments are calibrated by highly trained, professional metrologists, with years of proven experience performing calibration on complex measuring and test equipment in an ISO/IEC 17025 Accredited metrology laboratory.

BC Group offers Preventive Maintenance (PM) services on selected BC Biomedical, and other OEM products. Our PM service includes: Inspection, Testing, Lubrication, Cleaning, and/or preventive maintenance parts as applicable to maintain the equipment in its originally intended operational condition. In the event Calibration or Repair is required, an additional fee(s) may apply.

BC Group provides Repair Service on BC Biomedical, Ohmic Instruments, and other OEM products. Our repair service includes parts and labor necessary to restore the equipment to its original intended operational condition, unless otherwise stated. Calibration is not included and is in addition to required repairs. BC Group does not offer “Repair Only” services. Repair and Calibration charges are billed separately.

Please use our Service Return Form when sending in equipment for Calibration and/or Repair service.

Our Service Return Form helps to ensure that your equipment is received, serviced and returned to you as quickly as possible. Filling it out completely will not only reduce turnaround time but also help to prevent shipping and billing errors. If you have multiple items please use Additional Pages.

In the “Bill To” fields, be sure to enter the name of the customer, as well as the address so we knows who to contact in case of questions. When entering phone numbers, it is essential for us to have direct phone numbers, access to the individual submitting the Service Return Form.

Be sure to tell us if there are any issues with your instrument, beside the need for calibration. The more information that is shared, the better we can serve you, and return your equipment quickly.

Quickfire-Expedited Calibration Service is available for an additional fee of $60.00 (minimum), or 25%, of the Calibration Cost, whichever is greater. This expedited service is only available for calibrations we perform in-house, and does Not apply to repair work.

Items pre-approved for QuickFire calibration service are scheduled for Next on Bench when they arrive, and typically can be completed in one day, with a maximum three business day turnaround time guarantee.

QuickFire calibration service requires an Return Service Authorization, (RSA) number, and pre-approved Purchase Order or other pre-arranged payment, prior to performing work.

Please contact our Customer Service Representative for a QuickFire price quote and RSA number.

NOTE: Please reference your RSA number on the outside of the shipping box so it is clearly visible, and processed for expedited QuickFire service.

Flat Rate Repair service is available for BC Biomedical, Ohmic Instrument, and other selected equipment. Our streamlined Flat Rate Repair program eliminates the evaluation process, simplifies the repair process, and improves turnaround times, all at cost effective rates designed to save you time and money!

Our Flat Rate Repairs are designed to make your equipment function like new at a standardized minimum rate. They cover most typical repairs for products manufactured by BC Biomedical or Ohmic Instruments, and others.

In some cases, there may be extenuating circumstances which may alter this Flat Rate fee, such as an unrepairable unit, or extensive damage in which the cost may increase.

For additional information on our Flat Rate Repair Policy, click here.

A minimum evaluation fee of $60.00 will be charged for any item received for Calibration or Repair when the Service Estimate is declined by the customer.

Beyond Economical Repair (BER):

• Equipment is considered Beyond Economic Repair (BER). If upon evaluation, we have determined that it is more cost-effective to replace the equipment than it is to repair it. This determination may be made based on several factors, including; component failure(s), deterioration, repair costs may significantly exceed 60% of replacement cost, or the equipment is not serviceable due to obsolescence and parts availability.

Exceptions:

• The evaluation fee does not apply to pre-approved Flat Rate repairs.
• A Failed Calibration fee applies when Calibration is attempted, yet one or more functions or ranges fails and cannot be corrected.
• A non-refundable test and inspection fee applies to equipment that has been discontinued.

Failed Calibration:

• A Failed Calibration fee equal to the applicable Calibration fee shall apply when a Calibration is attempted, yet one or more functions or ranges failed and cannot be corrected through adjustment or repair. As Found data is provided, detailing the failure(s).

BC Group International has extensive knowledge and experience repairing Biomedical Test Equipment that has been discontinued, or no longer supported by the OEM. However, as time passes, parts availability has become limited or unavailable on these units, therefore making continued support difficult. In many cases, it may be advantageous to Repair by Replacement (RBR) with new, state-of-the-art equipment. Please visit our on-line BCMarketplace for further information.

We will continue to offer “Best Effort” repair services for items received for repair on the following basis:

1. Parts availability, (new/used).
2. Pre-Approval by the customer.
3. Non-refundable, minimum Test and Inspection fee of $150.00 applies.
4. 30 day Limited Repair Warranty.

The Test and Inspection fee includes up to one hour labor and minimal part(s) as applicable. An Estimate will be provided for additional repair costs if required, or a determination of repair feasibility.

A list of Discontinued Bio Medical Test Equipment can be found here.

A Failure Analysis Report may be provided at the request of the customer for an additional fee of $189.00 (Minimum), per item for a basic report. The Failure Analysis Report is performed after the service has been completed and summarizes the as found calibration condition and details the reported problems, applicable failure conditions, corrective actions taken, and any recommendations. This is not intended to be an in depth Root-Cause Analysis. Complex failures or customers requiring in-depth engineering or root cause analysis will be quoted Time & Material, based upon specific customer requirements and Scope of Work (SOW).

A handling fee of $20 will apply for all packages shipped when:

• Using third party shipping accounts.
• Using a customer’s shipping account number.
• Reuseable shipping container for ESU-2400, P/N BC20-00140

Please carefully follow the shipping instructions below to reduce shipping damage, delays, and the cost of your service order.

• IMPORTANT! PLEASE DO NOT SEND ANY ACCESSORIES WITH YOUR SHIPMENT UNLESS THEY ARE RELATED TO THE REPAIR/PROBLEM.
• Please remove all connectors, fittings, and/or accessories from any returning units.
• We will not be held responsible for loss or damage to any accessories or fittings included in the shipment.
• Do not send back anything whatsoever which has been exposed to nuclear, biological, or toxic chemical environments. You are responsible for cleaning and/or decontamination of your devices. Items received that may appear contaminated and are not properly identified as being decontaminated will be returned at your expense. If you have any doubts or concerns that the devices might contain residual contamination, please contact our customer service department before sending your package.
• Properly pack your device(s) for shipping! Units which are individually bubble-wrapped and encased in foam or popcorn should be safe during transit.
• To help speed-up the return service process, please include a hard copy your purchase order in the box (or any other payment information, especially if the costs have already been quoted). If this is not possible, we will contact you with an Equipment Service Authorization (ESA) outlining applicable service charges and requesting a form of payment.

BC Biomedical Products: Flat Rate Repairs are Warranted for 6 months from date of shipment against defects in material and workmanship.
During the warranty period, BC Group will, at its discretion, either repair or replace the component(s) that proves to be defective upon the company’s examination. Repairs are limited to those components pertaining to functionality and not cosmetic appearance.

OEM Products: (Non-BC Biomedical) 90 Day Limited Warranty: Completed repairs are Warranted for 90 Days from date of shipment against defects in material and workmanship.
During the warranty period, BC Group will, at its discretion, either repair or replace the component(s) that proves to be defective upon the company’s examination. Repairs are limited to the component(s) replaced in the original repair and not cosmetic appearance.

Discontinued Products: 30 Day Limited Warranty: For products that are no longer supported by the Original Equipment Manufacturer (OEM) where there is limited, or no parts availability, the completed repairs are Warranted for 30 Days from date of shipment against defects in material and workmanship.
During the warranty period, BC Group will, at its discretion, either repair or replace the component(s) that proves to be defective upon the company’s examination. Repairs are limited to the component(s) replaced in the original repair and not cosmetic appearance.

To exercise this warranty, the owner must contact a BC Group customer service representative to receive a Return Material Authorization (RMA). The owner must return the product, transportation prepaid, to the BC Group service facility. Repairs will then be made in an expedited manner, and the product will be returned to the owner with normal transportation prepaid. Repaired products are warranted for the remaining balance of the original Repair Warranty period as applicable.

Warranty Limitations: The limited warranty becomes void if the tamper-resistant Quality Seal is removed or broken without proper factory authorization, or if product is disassembled, modified, altered, or repaired by an unauthorized person or facility, or if the product’s functionality is compromised due to damage, abuse or failure to use and maintain the equipment in accordance with the Original Equipment Manufacturer (OEM) instructions.
There are no warranties expressed or implied, including without limitation any implied warranty of merchant-ability of fitness, which extend beyond that discretion of the face hereof. This express warranty excludes coverage of and does not provide relief for incidental or consequential damages of any kind or nature, including but not limited to loss of use, loss of revenue, or inconvenience. This exclusive remedy of the purchaser is limited to repair, re-calibration, or replacement of the instrument at the Company’s discretion.