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Support, Repairs and Product Warranty

Our team is always available to answer your questions.

Support

Customer Service Desk (ticket system)

Our Customer Service Desk is available 24/7 to help you with any questions or queries you may have about our products. Please create a ticket. We will deal with your request as soon as possible.

Visit Customer Service Desk

Phone & Email

HyQuest customers enjoy the highest level of telephone support in the industry. Our customers are able to speak directly to knowledgeable project managers and engineers to help solve their most difficult problems.

Below you will find the direct contact details of our support teams.

EMEA – Europe, Middle-East, Africa - KISTERS AG

AP – Asia-Pacific - KISTERS Instruments Pty Ltd - KISTERS New-Zealand

NA – North America - KISTERS North-America

LATAM – Latin-America - KISTERS LATAM

Repairs

HyQuest Solutions precision instruments and data loggers are manufactured using quality controlled processes. HyQuest Solutions manufacturing and assembly facilities in Australia, New Zealand and Europe are all ISO 90001 certified. All instruments are factory tested and/or factory calibrated before being shipped to the customer. This ensures that HyQuest Solutions products are fully functional when delivered.

Over time, wear and tear can affect even the most robust instruments. In addition, accidents and mechanical (such as shocks) or electrical (such as power surges) disturbances can adversely affect part or all of an instrument. In these cases, repair is required and HyQuest Solutions offers repair services for its entire product portfolio.

Repairs

If there is a problem with a sensor or data logger, the user can rely on the HyQuest Solutions service offering to resolve the issue. HyQuest Solutions’ qualified technicians can diagnose problems, develop a repair plan and cost, and get the equipment back in operation or, if damage is too extensive, suggest a replacement.

EMEA – Europe, Middle-East, Africa - KISTERS AG

AP – Asia-Pacific - KISTERS Instruments Pty Ltd - KISTERS New-Zealand

NA – North America - KISTERS North-America

LATAM – Latin-America - KISTERS LATAM

General Warranty & Liability Conditions

The Supplier warrants that it will, at its own discretion, replace, repair or refund products supplied by the Supplier in which, under proper installation (documented in a duly filled-in Service Sheet) and under proper operation and untouched by force majeure and in absence of any unauthorized alterations of the product or of any of the product components affecting its performance, defects appear, subject to the claim being made in writing to the Supplier within 12 months after dispatch or such other period as may be agreed on in the sales or service contracts, provided that the goods or parts are returned to the Supplier or a named service center appointed by the Supplier within that period suitably packaged and carriage paid and, where relevant in accordance with any particular instructions which the Supplier may have notified to the Reseller at the time of supply or at the time of notification of the defect.

Returned goods or parts thereof must be accompanied by an advice note stating the serial number of the device and the nature of any claimed defect, together with such further information as the User/Customer may stipulate. In cases where the goods or parts thereof are replaced, the returned goods or parts thereof shall become property of the Supplier. This warranty shall be in lieu of any warranty or condition implied by law as to the quality or fitness for any particular purpose of the goods except any implied by law which by law cannot be excluded.

Unless otherwise individually agreed on in writing per transaction the Supplier shall be under no liability whatsoever to neither the Reseller nor the end-customer for any indirect loss and/or expense (including loss of profit) suffered by the Reseller or the end-customer resulting from a defect. In any case, remedies of the Reseller or the end-customer shall be limited to damages. Under no circumstances shall the liability of the Supplier exceed the price of the goods. The Supplier shall not be liable for any loss or damage whatever due to the failure by the Supplier to deliver the goods (or any part of them) promptly or at all.