Chroma System Solutions, Inc.
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Table of Contents
- What is Chroma's Product Warranty Period?
- What do I do if I Receive Damaged Equipment?
- What is the Normal RMA Repair Turn-Around Time?
- Does Chroma Accept Credit Cards for Purchases?
- What Are Your Standard Terms and Conditions?
- What is Chroma's Equipment Trade-in Policy?
- What does Chroma Charge for Firmware Upgrades and Calibration?
- Can Chroma Systems Ship Product Outside the U.S.?
- Do We Offer Demos or Evaluations of Our Products?
- Do Chroma Sales Staff Make Periodic Customer Visits?
- Why Do You Not List Your Prices on the Internet Like Agilent Does?
- Can You Expedite My Shipment When My Product is Not in Stock?
- How Fast Can You Ship My Product Once the PO is Received?
- What Customer Support Do You Offer Once I Receive My Product?
- Do You Perform Onsite Calibrations of Your Products?
- Are Your Products on the GSA Supplier List?
- Where Can I Download LabView Drivers For Your Products?
- I Cannot Find Downloads of Your Products Users Manuals?
- Does Chroma Have Local Sales And Service Centers?
- How Frequently Does CSS Sales Follow-up on Quotes?
- How Does the Chroma RMA Process Work?
- How is a Product Shipped if Shipping Instructions Are Not Provided?
- What Happens if a Customer Net Terms is Outside of CSS Net 30?
What is Chroma's Product Warranty Period?
Our standard warranty period is one year from product shipment, for both parts and labor. Optional extended warranty programs and services are available. See CSS Terms and Conditions for our standard warranty terms. For Chroma Automated Test Equipment (ATE), and CoolBurn™ Burn-in systems, Extended Warranty products are also available for purchasing. See Chroma Service Extended Warranty Care Packages for details, or contact your sales representative at 800-478-2026, or call and ask for customer service.
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What do I do if I Received Damaged Equipment
Having equipment damaged during shipment to/from Chroma is rare. However, if this does happen, immediately contact the shipping company (UPS, FedEx, etc.) and submit a claim form. Also contact Chroma as soon as possible so that we are apprised, and so that we can provide an RMA number for the return and repair or replacement of the product. It might be necessary to take picture of the damage for documentation and support purposes. Shipping companies may also request pictures.
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What is the Normal RMA Repair Turn-Around Time?
The time for a repair varies greatly with the product, the number of units that are in the queue, replacement parts availability, and the specific problem that the product is having. Normally, products can be turned around within a few weeks. If a rapid turn-around time is needed, customers should contact the Chroma Customer Service department prior to retuning the equipment for repair so that repair times can be estimated and planned prior to equipment arrival.
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Does Chroma Accept Credit Cards for Purchases?
Yes! Most all credit cards are accepted. Any payment method outside of normal CSS Net30 are subject to possible charges. See CSS Terms and Conditions for additional information.
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What Are Your Standard Terms and Conditions?
Chroma's standard terms and conditions can be found online at www.ChromaUSA.com/terms.pdf
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What is Chroma's Equipment Trade in Policy?
Chroma has various programs for the trading in of used Chroma equipment for newer equipment models, higher capacity units, etc. These trade-ins are subject to Chroma inventory status, potential needs/uses of the used equipment, equipment condition, and the conditions of the new sale. Contact Chroma's Sales department at 800-478-2026 and mention to them that you are interested in a trade-in. Note that all trade-in situations must be approved by Chroma Management.
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What does Chroma Charge for Firmware Upgrades and Calibrations?
Calibration and firmware upgrades vary greatly with the model of the product, and whether the calibration/upgrade is being performed at the customer site or returned to the Chroma factory. The CSS Customer Service Department can assist you with identifying these costs, and can provide you with a quotation. You can contact Chroma Customer Service at 800-478-2026, and ask for Customer Service, or via email at Service@ChromaUSA.com.
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Can Chroma Systems Ship Product Outside of the U.S.?
Yes. Shipping arrangements anywhere in the world can be arranged, depending on the complexity of the destination location. Note that in such cases, there are export duties, potential restrictions, and import customers paperwork that is required by the customer. If a shipment outside of the U.S. is needed, mentioned this to your Sales Representative so that arrangements can be made.
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Do We Offer Demos And/Or Evaluations of Our Products?
Demo and evaluation situations vary greatly with account, situation, and product availability. The details of the customer account and sales situation would require review by Chroma Systems management before a final decision on a demo/eval situation can be made. Once confirmed, demo situations are usually done with Net30 terms and right to return the product if it does not meet your needs, as defined when the request was made. If you are interested in demo or evaluation of a Chroma product, contact your Sales Representative at 800-478-2026.
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Do Chroma Sales Representatives Make Periodic Customer Visits?
Absolutely! The Chroma Systems Sales and Technical Sales staff make every effort to visit existing customers periodically during each calendar year. If you would like a visit to discuss products or power system strategies, please contact our Sales department at 800-478-2026.
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Why Do You Not List Your Prices on the Internet Like Agilent Does?
CSS Offers a wide range of instruments, systems, and services, with numerous features, functions and options. If is difficult to list prices that speak to specific functions and options without the potential for misleading customers as to the actual prices for the products with the configurations that they actually are interested in. It is much easier and efficient for both CSS and customers to speak to a human with a direct question and receive the answer that is specific to their needs.
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Can You Expedite My Shipment When My Product is Not in Stock?
CSS does all it can to deliver all products quickly and efficiently, whether in stock or not. Since product not in stock requires much logistics handling to have delivered when the request is out-of-band from the normal procurement cycles, these requests must be passed to CSS management for disposition and actioning. Please let your Sales Representative know if the delivery time of your order is not consistent with your needs, and we will do all we can to adjust delivery times to meet your needs.
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How Fast Can You Ship My Product Once the PO is Received?
Delivery times depend greatly on available stock, existing back order inventory, and the popularity of the product in question. The Chroma Systems Irvine office stocks a full set of Chroma products and updates the inventory constantly. Normally, product can be shipped within 3-5 business days from receipt of PO.
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What Customer Support Do You Offer Once I Receive My Product?
Chroma Systems Irvine facility is the central point of contact for all of North America, Mexico, Canada, and other regional territories in these areas. We have a full staff of Sales, Technical Sales, Customer Service, support, and logistics teams available for remote (phone) and onsite sales and support needs.
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Do You Perform Onsite Calibrations of Your Products?
Onsite calibrations of many of our products can be requested and quoted. All ATE system calibrations are quoted onsite. Onsite dates/times must be negotiated to a mutually agreeable timeframe, as calibration standards and resources are not always available for any given date and any given time.
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Are Your Products on the GSA Supplier List?
CSS Products are not listed on the GSA supplier list. However, we can provide standard GSA certification for purchased products when requested at Quotation time. CSS does have Government Cage Code #1YK31, which may also be applicable.
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Where Can I Download the LabView Drivers For Your Products?
LabView drivers for Chroma Systems instrument products can be downloaded from www.ChromaATE.com/Support.
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I Cannot Find Download Files of Your Product Users Manuals?
We do not currently have User Manuals online for our product set. We are planning on adding this page soon. In the mean time, users can call us at 800-470-2026 or email us at Service@ChromaUSA.com and request one.
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I Cannot Find Download Files of Your Instrument Calibration Procedures?
Due to the wide range of products that Chroma offers, and the continuous state of changes, upgrades, and feature/function additions, calibration procedures change often. In some cases, the use of a prior calibration procedure could renter an instrument unusable for a given feature or function. For this reason, Chroma would like to have calibration engineers contact us to ensure that they have the most current procedures, and know the most current processes for the successful calibration of their Chroma equipment. Chroma Customer Service can be reached at 800-470-2026 or Service@ChromaUSA.com
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Does Chroma Have Local Sales And Service Centers?
Chroma Service for North America, Mexico, and Canada, as well as other regional territories such as the Caribbean islands, are supported out of Chroma's Irvine facility in Southern California. Chroma does have a number of regional Sales offices in the United States, Canada, and Mexico. See http://www.ChromaUSA.com/location.htm for world-wide locations of Chroma offices.
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How Frequently Does CSS Sales Follow-up on Quotes?
In general, quote follow-up occurs 1-2 business days following the issuance of the quote. This aids in ensuring that customers are provided with quick processing and delivery of their orders, and also to help answer any questions, issues, or concerns that might arise during the quotation process.
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How Does the Chroma RMA Process Work?
If a product is requiring RMA work, whether the product is under warranty or not, users should contact Chroma Systems Customer Service at 800-470-2026. Customer Service will work to ensure that the problem area is not configuration or other settings that can be corrected over the phone. If an RMA is requied, Customer Service will issue an RMA number to the customer for return. Note that all RMA shipments, whether warranty or not, are customer shipment prepaid. Please see our terms and conditions for addition details.
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How is a Product Shipped if Shipping Instructions Are Not Provided?
CSS Order Processing staff will contact the customer issuer of the PO for shipping information.
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What Happens if a Customers Net Terms Are Outside of CSS Net 30?
Any terms outside of the standard Net 30 (Net 45, Net 60, Credit Cards, etc.) are subject to Administrative Fees. Also, all terms outside of Net 30 require approval from Chroma Systems management. Please see our Terms and Conditions for additional information.