After Sales Service and Repair

Customer support during the product lifecycle is vital so G&B offer a variety of options designed to suit your particular requirements.

Returns, repairs, recalibrations, modifications and upgrades are all catered for and carried out in accordance with IPC standards.  In or out of warranty product repairs or upgrades can be quoted directly with your customer minimising your administration costs.  Alternatively “new for old” exchange programs can be set up.  Whatever you need and however you choose to handle this area of your business G&B have the flexibility to operate procedures cost effectively.
 

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Benefits

  • IPC 7711 - Rework of Electronic Assemblies - Certified operators
  • IPC 7721 - Repair and Modification of Printed Board and Electronic Assemblies - Certified Operators
  • Latest in RoHS and Non RoHS rework equipment
  • Complaint/Return Seriousness Assessment Facilities
  • Structure to alert “notified bodies” involved in certification of product
  • Structure to notify contracted distributors
  • Investigation of route cause of failure facilities
  • Fault analysis data production for customer review during product upgrade.
  • A fully air conditioned ESD controlled and certified rework facility
  • Serial number control and traceability
  • ERP Database Control

If G&B are dealing direct to your customer additional benefits include:

  • Reduced overall shipping charges
  • Reduces your stores requirements
  • Reduced cost of admin
     

Capabilities

  • Worldwide Product Recall facilities available if we ship direct to your distributors / customers
  • Fault finding / investigation
  • Exchange and recycling program
  • Warranty Repairs
  • Out of Warranty Repairs
  • Recalibrations
  • Product Upgrades
  • Modifications
  • Rework of BGA’s µBGA’s RoHS and non RoHS
  • Rework of all SMT component packages
  • Rework of conventional / leaded components
  • Corrections / field safety corrective action including:-
    • return to the supplier / manufacturer for modification,
    • exchange
    • destruction
    • retrofit
    • permanent or temporary changes to labels or instructions
    • software upgrades
    • special end user follow-ups
    • if medical recall of patents for retest (for IVDs)
    • calibration of maintenance changes
  • Record keeping in accordance with your industry requirements.
  • Serial number control

Quality

It is crucial that the quality of the repair is completed is to the highest possible standard and G&B take this very seriously.  By ensuring that their rework operators receive the most up to date IPC training, giving them the correct calibrated tools and ensuring that this is controlled by a comprehensive quality system that can clearly identify the seriousness of the fault in hand G&B’s customers can rely on them for a first class after sales support and repairs service.

Quality standards include. 

  • ISO 9001:2000,
  • IPC-A-610D (Inspection)
  • IPC J-STD-001D (Assembly)
  • IPC 7711/7721A (Rework)
  • ISO 14001 (environmental) final stages ­ pre audit.
  • BS EN 61340-5-1/2 (ESD)

In addition to these standards we also have the following Medical quality standards:

  • FDA Registered and Inspected
  • ISO 13485:2012
  • Directive 93/42/EEC for Medical Devices Annex II (3),
  • Canadian CMDCAS certification to the requirements of ISO13485: 2003
  • Certification for the accreditation of foreign manufacturings in Japan
     

Reporting

Any expression of dissatisfaction by a company employee, distributor, customer or user relating to the identity, quality, durability, reliability, safety, effectiveness or performance of a product during the post production phase is addressed via G&B’s customer complaints procedure.  This investigation will determine the corrective action and if the event or incident is classified as reportable.

Corrective actions will fall into the one of the following categories:

1. Recall / Withdrawal / Field Safety Corrective Action
This will depend on the countries involved and the product classification but may include return to the supplier / manufacturer for:

  • modification
  • exchange
  • destruction
  • retrofit.
  • Permanent or temporary changes to labels or instructions
  • Software upgrades
  • Special patient follow-ups
  • Recall of patents for retest (for IVDs)
  • Calibration of maintenance changes

2. Preventative/corrective action ­ This might include:

  • rewriting a procedure
  • Component, product change
  • Supplier change

3. Additional Product Surveillance

4. Post-market surveillance ­ This might include:

  • Informal sales and marketing reports from customer/distributor liaisons
  • Trade Publications
  • Formal customer questionnaires or invited comments

5. No Action

Once the seriousness of the fault has been determined if necessary G&B have the infrastructure to report the fault to the notified bodies for Europe, America, Canada and Japan and if we have been shipping direct to your distribution G&B also have the infrastructure to notify you distributors.
 


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Manufacturing Services

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  T: 01420 474188
  F: 01420 485277
  G&B Electronic Designs Ltd
  54 Woolmer Industrial Estate
  Bordon
  GU35 9QF

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