APPLICATION NOTE

#37573, 10/2014

Woodward IPCS Services and Support

‘How to get further Service and Support‘

Optional Supplementary Information

Copyright Woodward © 2014

www.woodward.com All Rights Reserved
General Information
The following alert boxes can be used in this publication:

“DANGER” indicates a hazardous situation which, if not avoided,

will result in death or serious injury.

“WARNING” indicates a hazardous situation which, if not avoided,

could result in death or serious injury.

“CAUTION”, used with the safety alert symbol, indicates a hazardous

situation which, if not avoided, could result in minor or moderate injury.

“NOTICE” is used to address practices not related to personal injury.

“IMPORTANT” is used to address practices not related to personal

injury.

Personnel
WARNING!
Hazards due to insufficiently qualified personnel!

If unqualified personnel perform work on or with the control unit

hazards may arise which can cause serious injury and substantial
damage to property.
 Therefore, all work must only be carried out by appropriately qualified
personnel.

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Introduction
For further Woodward Product Support Options, Product Service Options, Returning Equipment for Repair,
and/or Engineering Services please open web page:
http://www.woodward.com/Support_pgd.aspx

Documentation
This publication may have been revised or updated since this copy was
produced. If the cover of the publication states "Translation of the Original
Instructions", the original source may have been updated since this
translation was made.
Be sure to check manual 26311, Revision Status & Distribution Restrictions of
Woodward Technical Publications, to verify whether this translation is up to
date. Always compare with the original for technical specifications and for
proper and safe installation and operation procedures. To verify that you have
the latest revision, check manual 26311, Revision Status & Distribution
Restrictions of Woodward Technical Publications, on the publications page of
the Woodward website:
www.woodward.com/publications

The latest version of most publications is available on the publications page.

If your publication is not there, please contact your customer service
representative to get the latest copy.

Product Service Options

The following factory options are available for servicing Woodward equipment, based on the standard
Woodward Product and Service Warranty (5-01-1205) that is in effect at the time the product is purchased from
Woodward or the service is performed. If you are experiencing problems with installation or unsatisfactory
performance of an installed system, the following options are available:
 Consult the troubleshooting guide in the manual.
 Contact Woodward technical assistance (see "How to Contact Woodward" later in this document) and discuss your
problem. In most cases, your problem can be resolved over the phone. If not, you can select which course of action
you wish to pursue based on the available services listed in this section.

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Returning Equipment for Repair
If a control (or any part of an electronic control) is to be returned to Woodward for repair, please contact
Woodward in advance to obtain a Return Authorization Number. When shipping the unit(s), attach a tag with the
following information:
 name and location where the control is installed;
 name and phone number of contact person;
 complete Woodward part numbers (P/N) and serial number (S/N);
 description of the problem;
 instructions describing the desired type of repair.

To prevent damage to electronic components caused by improper

handling, read and observe the pre-cautions in Woodward manual
82715, Guide for Handling and Protection of Electronic Controls,
Printed Circuit Boards and Modules.

Packing a Control
Use the following materials when returning a complete control:
 protective caps on any connectors;
 antistatic protective bags on all electronic modules;
 packing materials that will not damage the surface of the unit;
 at least 100 mm (4 inches) of tightly packed, industry-approved packing material;
 a packing carton with double walls;
 a strong tape around the outside of the carton for increased strength.

Return Authorization Number RAN

When returning equipment to Woodward, please telephone and ask for the Customer Service Department.
They will help expedite the processing of your order through our distributors or local service facility.
To expedite the repair process, contact Woodward in advance to obtain a Return Authorization Number and
arrange for issue of a purchase order for the unit(s) to be repaired. No work can be started until a purchase
order is received.

We highly recommend that you make arrangement in advance for return shipments.

Contact a Woodward customer service representative for instructions and for a

Return Authorization Number.

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Engineering Services
Woodward offers the following after-sales support for Woodward products. For these services, you can contact
us by telephone, by e-mail or through the Woodward website.
 Technical support
 Product training
 Field service during commissioning

Technical Support is available through our many worldwide locations and through our authorized distributors,
depending on the product. This service can assist you with technical questions or problem solving during normal
business hours. Emergency assistance is also available during non-business hours by phoning our toll-free
number (US only) and stating the urgency of your problem.
For technical engineering support, please contact us via our toll-free (US only) or local phone numbers, e-mail
us or use our website and reference technical support.
Product Training is available on-site from several of our worldwide facilities, depending on the product. This
training, conducted by experienced personnel, will assure that you will be able to maintain system reliability and
availability.
For information concerning training, please contact us via our toll-free (US only) or local phone numbers, e-mail
us or use our website and reference customer training.
Field Service engineering on-site support is available, depending on the product and location, from our
headquarters or from one of many worldwide Woodward offices or authorized distributors. Field engineers are
experienced on both Woodward products as well as on much of the non-Woodward equipment with which our
products interface.
For field service engineering assistance, please contact us via our toll-free (US only) or local phone numbers, e-
mail us or use our website and reference field service.

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Technical Assistance
If you need to telephone for technical assistance, you will need to provide the following information.
Please write it down here before phoning:

Contact
Your company .........................................................................................................................................................

Your name ...............................................................................................................................................................

Phone number .........................................................................................................................................................

Fax number .............................................................................................................................................................

Control (see name plate)

Unit no. and revision: P/N: ........................................................ REV: .................................................................

Unit type ..................................................................................................................................................................

Serial number S/N ...................................................................................................................................................

Description of your problem

...................................................................................................................................................................................

...................................................................................................................................................................................

...................................................................................................................................................................................

...................................................................................................................................................................................

...................................................................................................................................................................................

...................................................................................................................................................................................

Please be sure you have a list of all parameters available. You can print this using ToolKit. Additionally you can
save the complete set of parameters (standard values) and send them to our Service department via e-mail.

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How to Contact Woodward
Please contact your local Woodward (distribution) partner if you have questions or if you want to send a product
for repair. They will assist you and guide you through if further assistance is needed.

If you don’t know your Woodward (distribution) partner please call one of the international Woodward facilities to
obtain the local address and phone number where you will be able to get information and service.
You can also contact the Woodward Customer Service Department or consult our worldwide directory on
Woodward’s website (www.woodward.com) for the name of your nearest Woodward distributor or service
facility.
For worldwide directory information, go to www.woodward.com/ic/locations.

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 We appreciate your comments about the content of our publications.
Please send comments to: [email protected]
Please reference publication 37573.

Homepage
www.woodward.com

Woodward has company-owned plants, subsidiaries, and branches,

as well as authorized distributors and other authorized service and sales facilities throughout the world.
Complete address / phone / fax / email information for all locations is available on our website.

THE INFORMATION CONTAINED IN THIS APLLICATION NOTE IS PROVIDED AS IS WITHOUT REPRESENTATIONS OR WARRANTIES
OF ANY KIND EXPRESSED OR IMPLIED. THE ADHERENCE TO THE INFORMATION CONTAINED IN THIS APPLICATION NOTE SHALL
BE AT THE USER’S OWN RISK. WOODWARD EXPRESSLY DISCLAIMS ANY REPRESENTATIONS OR WARRANTIES CONCERNING
WHETHER THE DELIVERABLES, OR SOFTWARE WILL PRODUCE ANY SPECIFIC RESULT OR PERFORM ANY PARTICULAR
FUNCTION. WOODWARD FURTHER EXPRESSLY DISCLAIMS ANY LIABILITY FOR DAMAGES, LOSSES, COSTS OR EXPENSES
ARISING DIRECTLY OR INDIRECTLY FROM THE USE OF THIS APPLICATION NOTE, UNLESS WOODWARD HAS PROVABLY ACTED
WITH WILLFUL MISCONDUCT OR GROSS NEGLIGENCE.
WOODWARD RESERVES THE RIGHT TO UPDATE ANY PORTION OF THIS PUBLICATION AT ANY TIME. INFORMATION PROVIDED BY
WOODWARD IS BELIEVED TO BE CORRECT AND RELIABLE. HOWEVER, NO RESPONSIBILITY IS ASSUMED BY WOODWARD UNLESS
OTHERWISE EXPRESSLY UNDERTAKEN.

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