Service, repair and warranty support

Check the warranty for your instrument

Warranty terms are specific to the product and are stated in the relevant product datasheet. Always refer to the datasheet for the instrument you hold rather than applying a general warranty period across the Gill range.

Warranty coverage applies to defects in manufacture. Damage resulting from factors such as impact, lightning, incorrect supply voltage or operation outside the specified environmental limits may fall outside warranty coverage and may be subject to repair charges.

Registering an instrument when it is installed provides a record of the instrument, serial number and relevant product information, helping to simplify future service or warranty enquiries.

Raising a warranty claim or repair

Providing the following information at the outset can help the service team assess the instrument and determine the appropriate next step.

• Serial number. Identifies the specific instrument and its build information.
• Description of the issue. Explain what the instrument is reporting or doing, together with what you would expect it to report.
• Output data. Where applicable, provide a sample of the instrument’s output. This can provide useful diagnostic information.
• Instrumentation status. If the instrument provides status information, include the relevant status code or recorded output.
• Supply voltage. Where relevant, provide the voltage measured at the instrument rather than only the nominal supply voltage.
• Operating conditions. Include relevant site conditions, particularly where environmental exposure, impact, icing, lightning or other external factors may be relevant.

Once you have these details, get an RMA number before you send anything back. If you are not sure the instrument itself is at fault, raise a technical support case first. Our team can help rule out the supply, wiring and configuration before the instrument comes off site.

Service and calibration

Gill services instruments across the product lifecycle, including older instruments where service remains technically viable.

Service requirements vary according to the instrument and condition. Where no component replacement is required, servicing can involve inspection, testing and verification rather than extensive mechanical refurbishment.

For recalibration, or a reading you are no longer sure about, request calibration through Labcal, our UKAS accredited laboratory. For how traceability works, see calibration and measurement traceability.

Maintain measurement continuity while the instrument is away

For installations where measurement continuity matters, the service period needs to be considered as part of the maintenance plan.

• Coordinate service with planned site access. Where accessing the instrument requires specialist equipment, vessel access or other significant site arrangements, coordinating service with planned maintenance can reduce additional access requirements.
• Arrange a loan instrument in advance. If a replacement measurement is required while the original instrument is being serviced, request a loan unit before the instrument is returned.
• Retain the instrument configuration. Where the instrument is configurable, retain its configuration as part of the asset record. Configuration software is in downloads. This can help ensure that a loan or replacement unit is configured consistently with the original installation.
• Retain the calibration certificate. Where calibration is required for quality, regulatory or audit purposes, retain the calibration certificate with the relevant equipment records.