Service & Repair
Welcome to Axxin service and repair.
Axxin recommends the following procedure for assessing device for return to service.
Refer to the device User Manual for information on device operation, troubleshooting, error codes and self test as an initial step in resolving the issue.
If the problem is not resolved, then Axxin recommends contacting support@axxin.com for further guidance.
If problem is not resolved or the device fails to operate correctly, fails self test, or hardware is deemed to be faulty then contact support@axxin.com with a completed Return for Service Form - D004056.
Axxin will acknowledge the receipt of Return for Service Request within 5 business days. Ship the decontaminated device to Axxin Australia with the Return for Service Request marked to:
Axxin Pty Ltd
Attn. Service & Repairs
Ground Floor, 582 Heidelberg Rd
Fairfield, Victoria, Australia, 3078
On receipt of device at Axxin:
• The device is allocated a service category / charge rate during service and inspection and customer is provided a Quote within 5 business days.
• Axxin will also confirm if this is a warranty item or chargeable service.
• If Quote is accepted by the customer the repair is initiated within 10 business days from date of approval.
• If Quote is not accepted by customer or no response is received to Quote provided within 7 business days the device is returned to customer at customers expense.
• Axxin provides a report for all service and repair processes completed. A description of service activity, fault diagnosis, repairs and testing activity are detailed in this report.
Outline of Services
Immunoassay Products
The table below outlines the service category definitions for the AX-2, AX-2X & AX-2X-S instruments. Contact Axxin for the relevant service charge rate that applies.
Service Category | Description | Test Applied | Charge Category |
|---|---|---|---|
Warranty Repair | 12 Months from original shipment date from Axxin. | Complete Final Test | N/A |
Inspection Fee | If Axxin Quote for Repairs is not accepted this fee is applicable for inspecting and handling of returned device. | N/A | Inspection charge
|
No Fault Found | No fault found from inspection and testing. | Complete Final Test | Minor repair charge
|
Minor Repair | Software or update issue.
Service inspection to return to known factory status.
Replacement of labels.
Correction of minor cosmetic or function items. | Complete Final Test | Minor repair charge |
Standard Repair | Replacement of single plastic housing component: (front, bottom, rear).
Disassembly of device to correct internal or electrical damage.
Broken Connectors (Eg. USB, Ethernet, Power).
Replacement of Calibration Targets or cleaning internal device due to ingress.
Replacement of Touch Screen & LCD display.
Replacement of Image Sensor, Image Sensor PCB.
Replacement of single PCB. | Complete Final Test | Standard repair charge |
Major Repair | Replacement of more than one plastic housing component: (front, bottom, rear).
Replacement of multiple PCBs.
Water or moisture entry.
| Complete Final Test | Major repair charge |
Replacement | Device is considered beyond repair.
Purchase of a new replacement device may be offered.
This is subject to availability of devices dependent on time after last production. | Complete Final Test | Replacement device cost
|
Molecular Diagnostics Products
The table below outlines the service category definitions for the T8-ISO & T16-ISO instruments. Contact Axxin for the relevant service charge rate that applies.
Service Category | Description | Test Applied | Charge Category |
|---|---|---|---|
Major Repair | Replacement of more than one plastic housing component: (Top, Bottom, Lid).
Replacement of single PCB.
Water or moisture entry into heat block and device chassis.
Replacement of more than one optical module.
(optical modules parts cost is additional. See below)
Replacement of motor or drive assembly. | Complete Final Test | Major repair charge |
Replacement | Device is considered beyond repair.
Internal chassis rebuild required.
Two or more PCBs require Replacement
Purchase of a new replacement device may be offered.
This is subject to availability of devices dependent on time after last production. | Complete Final Test | Replacement device cost
|
Standard Repair | Replacement of single plastic housing component: (Top, Bottom. Lid).
Disassembly of device to correct internal or electrical damage.
Broken Connectors (Eg. USB, Ethernet, Power).
Replacement of single optical module.
(optical modules parts cost is additional. See below)
Cleaning of heat block tube due to liquid ingress.
Replacement of Touch Screen & LCD display. | Complete Final Test | Standard repair charge |
No Fault Found | No fault found from inspection and testing. | Complete Final Test | Minor repair charge
|
Minor Repair | Software or update issue.
Service inspection to return to known factory status.
Replacement of labels.
Correction of minor cosmetic or function items. | Complete Final Test | Minor repair charge |
Warranty Repair | 12 Months from original shipment date from Axxin. | Complete Final Test | N/A |
Inspection Fee | If Axxin Quote for Repairs is not accepted this fee is applicable for inspecting and handling of returned device. | N/A | Inspection charge
|
RETURN FOR SERVICE REQUEST
Please complete and provide the Return for Service Form - D004056 with any device returned for service. Completed form may be supplied electronically via email or shipped with the device.
Axxin must receive a completed form before any work, inspection or service of the device can begin. Returned devices should be packed securely in the original packing materials before returning to Axxin.
Return for Service Checklist:
• Return form completed and provided via email or shipped with the device.
• Copy of the return form retained if required.
• Device serial number noted on shipping documents.
• Device cleared of risks and free of contamination for servicing.
• All data on the device is copied and retained in archive.
• Device is packed in original packaging for shipping.
Please Note:
• Data may be erased from the device during service.
• Devices not cleaned for return to service may be returned or an additional fee incurred.
• Warranty is voided if the Axxin Warranty Void label has been removed. An additional fee may be incurred to review this unit.
• Device is to be shipped in original packaging or equivalent packaging. The device may incur damage if not shipped with appropriate packaging material.
• No new accessories are supplied with the repaired device. If device is returned without original cable or original power supply as an example then the device is returned without these.
• If Axxin Quote is not accepted then device will be returned as supplied and an inspection fee charged.