Reference: WB 0318 E

Date of issue: 21/12/2018

Notification validity: 01/01/2019

Re: Extension sensors: Return material and Warranty Claim

We would like to emphasise the importance of returning all the materials requested as return materials
for analysis intact and complete with all their parts.

In particular we would like to make it official, starting from 1 January 2019, all your Warranty Claims
regarding the replacement of the "extension sensors" will not be accepted if returned in a manner other
than that indicated below. Moreover, all the error codes indicated during the diagnostics will have to be
provided.
The exception is the case where a valid and comprehensive reason was given regarding the return
material conditions, subject to MERLO authorisation.

_IMPORTANT_
The replacement of the extension sensors should be carried out in such a way that the test phase
operation is not compromised.
For this reason, when replacing, it must never be
disassembled and the steel cable should be
carefully rewound, so the mechanism and the
internal guides are not damaged.

Moreover, the error codes displayed in the

diagnostics phase must always be stated in the
warranty claim note, even better with a photo of
the monitor.

This is to prevent your warranty claim being

rejected due to the reception of non-compliant
material or due to the lack of detailed information.

_ATTENTION_
In addition to returning the whole sensor, we would like to emphasise the importance of entering all the
required details in the “NOTES” field.
When detailed information regarding any malfunctions is received, approval is facilitated also when at
times the problem that occurred during the normal operation of the machine does not show up in the
test phase.

The purpose of this communication is to focus your attention on the need that MERLO has to
understand the defect and to prevent it repeating, thereby helping the process of continually improving
the quality of the Product.

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