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Highlights from the repairs department

An employee repairing a device at a soldering station.
Patrick working the soldering station
Mitarbeiter bei der Verwaltung und Dokumentation der Reparaturen
Das RMA System erleichtert die Verwaltung der Reparaturen.
Regler DTS14
Die DTS14 wurde bereits 1989 produziert.
Ein EPM3026.
Ein EPM3026 (Leistungs- und Energiemessgerät) aus den frühen 90ern.

We've taken a look at what exactly our colleagues from the repairs department found on their workbenches in the year 2017. Verdict: we were quite astounded ourselves.

Most of our controllers have been reliably fulfilling their duties for centuries, often for 30 years. Still, it can't be avoided that, from time to time, electronic parts break because of lightning and overvoltage, or because some other cirucmstances make it such that the device doesn't work anymore. We don't want to make our customers unnecessarily buy a new a controller. We are well aware of our responsibility to handle valuable ressources with care, thus opposing trends of a throwaway society. Therefore, we repair any controller, no matter how old, as long as it's possible and it makes sense, and for cheap flat charges. 

Half a percent of devices are sent in for repairs

In the year 2017, 11.898 producuts (controllers, extensions and sensors) were sent in for repairs. However, more than 40 percent aren't even defective, for some kinds of device this number goes as high as 60%, where incorrect handling or wrong settings turn out to be to blame for malfunctions. Another 15 percent were damaged by overvoltage, lightning or other external influences.
Infact, only about 0,5% of sold products are sent in for repairs.

Our RMA system at is very helpful, simplifying traceability and documentation. On top of that, customers receive an insight into the status of the repairs.

Back to the customer within a week

Processing times of repairs vary depending on the time of the year. While many controllers are already sent back the next day, it might also take up to 3 weeks. On average, devices are sent back within 5 working days.

In for repairs after 30 years

We're especially proud of devices that are sent in for the first time after 30 years of service. In the year 2017, we had the honors of repairng a DTS14 from the year 1989, but also a DTS12 and two DTS13, both produced in the early 1990s. Another highlight were definitely the repairs of an EPM3022 (energy and performance meter) from the year 1990.

The causes are sometimes quite entertaining. While the standard causes for necessary repairs are hardware defects, faulty operation or lightning strike, our colleagues sometimes face a more animalistic type of wear and tear. Things like circuit boards damaged by snails or the scroll wheel of a UVR1611 nibbled on by mice.