Highlander guarantees its products to be free from defects in materials and workmanship. This warranty is made possible because the company operates under a total quality assurance system, underwritten by ISO 9001 documented manufacturing.
All members of the Highlander supply chain are deeply engaged in this system, as are all employees of the company. However, when a breakage to equipment does occur within the stipulated time of warranty, customers are advised to initiate a service request using the online form, clearly stating that warranty coverage is being claimed.
Once authorization is received from the Highlander central service centre, our customer may proceed with engaging one of Highlander’s service providers, knowing that we will cover the cost of parts. Cost of labour may or may not be covered, depending on contractual terms. Travel costs are subject to chronometric and kilometric limits. In any case, it is imperative that prior authorization from Highlander be obtained for all warranty services. The decision of whether to repair a defective part or replace it lies entirely with us. Once the warranty period has expired, Highlander continues to provide support during the product’s lifetime, through its worldwide service network.
The mainstay of the Highlander technical support equation is training. Though we are known for designing service-friendly equipment, there is no escaping the fact that specialised skills and knowledge are required to maintain them.
Technical training is one of our company’s highest priorities. Classroom courses are conducted throughout the year at Highlander training centres and elsewhere around the world. Emphasis is placed on hands-on learning as an opportunity to apply what is taught in classes, with training aboard ships arranged on occasion.
The world of electronics is continually progressing. Thus, to optimise the longevity of our products as much as possible, we go all out to design products that utilize the very latest componentry. Yet the finite nature of electronics remains, and so, compelled by the drive to innovate, we modernize our products on a regular basis.
When a product is taken out of production upon the introduction of a newer model, we continue producing spare parts for it for as long as is reasonably possible, often 10 years.
