Vetronic Servicing & Customer Service

Customer Service

Vetronic Services is called Vetronic Services and not Vetronic Supplies for a reason. We believe in good old-fashioned service so we will call you back when we say we will and we will always keep you informed about your order or repair. It is our policy to inform all customers by e-mail when their order has shipped or their repair has been sent. Wherever possible we will try to accommodate urgent requests for servicing or repairs, so if you have an SAV03 that needs a service but you also need it back by Thursday and today is Wednesday, tell us. We can send you a loan unit while yours is serviced and if you tell us by 12 noon we can ship out that day. If there is an extra charge related to this or anything we do for you, we will tell you. No-one likes those sort of surprises.

Product Servicing

We will routinely contact you on the anniversary of the sale of a product or a year after the last product service to remind you that a service for your unit is recommended.  There is no obligation to take up this service and if you decide not to have a serice this time, we will not contact you again on this matter for a further 12 months.

Smaller Products
We want to make servicing as simple as possible for you. For the smaller items such as SAV03, SAV04, Capnovet-10 and VitalStore/Sentinel systems we usually leave it to you to post it to us as it is simple and relatively inexpensive to do so. However, if you wish us to collect any item from you we can do so using one of our contracted couriers. This applies whether you are in the UK or anywhere else in the world. We will advise you of the extra cost that this collection will incur.

Merlin and larger products
The Merlin service procedure is simple. We will contact you to remind you that a service is due. We will arrange a convenient date and then send you a loan Merlin on that date in a special heavy duty crate. All you need to do is remove the loan unit and place your own unit in the crate and secure it following the instructions provided. We will then arrange collection, service and return of your Merlin, usually all within 3-4 working days. Once the loan Merlin is placed in the crate ready for collection we will arrange collection of the loan unit. All arrangements are usually made via e-mail.
For larger products other than Merlin we can arrange collection and provision of a loan unit (where applicable) in a  similar manner. Please call us to discuss any special requirements.

Tafonius
Tafonius servicing is usually done on site. The first service is carried out within 12 months of supply but subsequent services will be based on hours of use. We recommend a service after 500 hours of use. The hours-of-use indicator is shown on the Auxiliary startup screen on later models or at the beginning of the Slow Data record in all machines.  We will contact you to arrange the first service but will rely on you to contact us for the second and subsequent services. Please note that we require at least 2 month's notice to arrange a Tafonius service.
All Tafonius services cost £500 + travel costs.

Non-Vetronic products
We do not routinely service non-Vetronic products. We recommend that you return them to the manufacturer or supplier for this. However, if you have a problem with some equipment then we have a policy for looking at this for you. The equipment needs to be shipped to us at our Abbotskerswell facility where we will examine it and assess the problem, along with a repair form detailing what exactly is wrong with the unit. We will then report our findings before  doing anything else. This assessment costs £45.00 +VAT. Depending on our assessment and recommendations the equipment may then be repaired, returned to you or scrapped. We will make you aware of the full repair costs before we proceed.

Download our Non-Vetronic Repair Form

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