On-Site Service Terms & Conditions
11 Feb 2022
On-Site Field Service Visits
To ensure equipment accuracy and reliability, a certified Field Service Representative can come on-site to perform weigh system maintenance, calibration, and training. "On-site" is defined as the place where the Plot Harvest Data System is located.
These visits have been proven to reduce downtime and improve harvest efficiency as well as set the customer up for success with the HarvestMaster equipment and software. The primary purpose of these visits is to give the customer more confidence and peace of mind about the weigh system's reliability and data accuracy.
When a customer requests an on-site field service visit, the customer is responsible to communicate the necessary timeframe and any specific requests for the visit during the time of the initial registration.
Pricing is subject to change from year to year, and costs are lower when a visit request is made before July 1st of that year. In addition, when an on-site field service visit is in a remote location where other visits cannot be made, the customer may be responsible for travel expenses.
Emergency Field Service Visit
An emergency field service visit is when an on-site visit is needed within two weeks of the time it is requested. Pricing will increase for emergency field service visits due to increased travel costs.
Premium Support can be purchased for $450 without an on-site field service visit. However, when purchasing an on-site field service visit for a system, Premium Support is included at no extra cost.
Premium Support includes a single point of contact with an assigned Field Service Account Manager and replacements for parts or equipment that fail during the harvest season.
Field Service Account Manager
A Field Service Account Manager will be the single point of contact for troubleshooting assistance or questions about existing products. Having a single point of contact makes it easier to reach a knowledgeable person that is familiar with the specific equipment and operations.
If there is a part or equipment failure during the harvest season, it is possible to receive replacement equipment so the customer can use the replacement while HarvestMaster repairs the failed equipment. When the repair is complete, HarvestMaster will send an invoice for the repairs and the customer can choose to either keep the replacement equipment or return it to receive the original equipment back.
If a repair or replacement diagnosis for an original product (including a suggestion of replacement equipment) is made before 2:00 p.m. Mountain Standard Time (MST) Monday through Friday, replacement equipment will be shipped the same day after a Return Material Authorization (RMA) is issued for the equipment repair. Saturday delivery is available in most cities but is not guaranteed. The customer is responsible for the shipping costs of the replacement equipment to and from the shipping point. The cost for shipping replacement equipment to the customer is invoiced with the equipment needing repair.
After the replacement equipment is received, the customer has the responsibility to ship the equipment needing repair to HarvestMaster (with all costs of shipment prepaid) to be received within ten business days of the time they receive the replacement equipment. For each business day past this deadline, there is an additional $25 charge.
Keep Original Equipment
In the event the customer chooses not to trade equipment, the replacement equipment must be shipped back to HarvestMaster within ten business days of the time the customer received the repaired equipment with all the costs of the shipment prepaid. For each business day past this deadline, there is an additional $25 charge.
Upon return of the replacement equipment to HarvestMaster, it is evaluated for damages due to improper installation and operation, uses other than those for which the hardware was designed, and evidence that the equipment was operated outside of the product's environmental specifications. Any said damages are the responsibility of the customer and are invoiced accordingly. If the replacement equipment is not returned within 30 days of the time the repaired equipment has been returned to the customer, HarvestMaster reserves the right to invoice for both penalty charges and for the retail value of the product. Costs for equipment servicing, repairs, shipping, and late fees are invoiced separately from the service agreement.
Replacements Under Warranty
Premium Support is included in the warranty period. For products that are within the standard warranty period, replacement equipment is provided at no charge and HarvestMaster will cover parts for repairs performed on-site; however, we do not cover travel expenses. The same return conditions and penalties apply (stated above) for both warranty and non-warranty transactions.
This agreement must be renewed annually. One season's service is good within one calendar year starting on January 1st and ending on December 31st, regardless of when it is purchased. For example, if service for a system is purchased in July of 2022, it expires December 31, 2022.