Customer Service

Customer Service Help

Dennis Sack, Vice President

Dave Landes, Application Engineer


Technical Support

We offer free phone and email support for one year after the purchase of any of Olson's equipment. Our normal business hours are 8 AM - 5 PM (Mountain Standard Time) Monday - Friday. Please note that "Free Support" does not include interpretation of results. Olson Engineering, provides consultation on NDT analysis and results. You may reach tech support by phone at:

303.423.1212


Software Upgrades

Software updates are free for the period of your equipment's Warranty.

Call Olson Instruments (303.423.1212) to determine if new software is compatible with your equipment and to obtain pricing. We do not support or sell upgrades on third party software applications.


Olson Instruments, Inc.
12401 W. 49th Avenue
Wheat Ridge, CO USA 80033
p: 303.423.1212

Training is offered for a fee at our Wheat Ridge, Colorado corporate office. We also offer NDE User Seminars.

NDT / Equipment Training
At Your Location:

In order to accommodate our customers who prefer training at their facility, we offer to send our instructor to your location. Please note that the location must be safe to travel to and that decision is up to the discretion of Olson Instruments and the Instructor. Please call for a quote.

Warranty

1-Year Warranty from Date of Delivery

Olson Instruments, Inc. warranties purchased equipment that it manufactures directly against defects from one year of the date of delivery. The warranty information and period stated above represent our only obligation to the purchaser and its assigns. The one year warranty by Olson Instruments does not cover equipment abuse or improper use. It covers manufacturing defects and equipment failure in the first year of equipment ownership by the purchaser. Other manufacturer's warranties extended to the purchaser are subject to the limitations presented in their warranties.

Loaner Policy During Warranty

We will provide free loaner equipment or system components if the equipment must be shipped back for repairs during the Warranty period.

Conditions Voiding the Warranty

Abuse or misuse of the equipment, shipping the equipment without the original shipping case, renting the equipment to third parties, and changing, tampering with system components, or attempting to repair the system on your own.

Limits of Liability

The seller of the instrument systems referenced herein, Olson Instruments, Inc., expressly accepts no liability for the use of this system by the purchaser or any subsequent owners on their projects, or for their interpretation of any data obtained with the equipment, or any delays or performance problems that result from malfunctions or problems with the instrumentation or software, or for the use of information conveyed in the training classes

Data Interpretation

Olson Instruments, Inc. provides training only on operating the NDT systems. Olson Engineering, Inc., an independent entity, is available to provide assistance with nondestructive testing (NDT) data interpretation on a consulting basis. Contact Olson Engineering, Inc. at 303-423-1212 or email


Repairs

Before returning equipment for repair, you must first obtain an RMA number from an Olson Instrument's representative. Upon calling our main office number at 303.423.1212 and speaking with a customer service representative, you will be instructed on the exact details on how to return the equipment. Please put the RMA # on the outside of your packaging box in addition to the information that will be requested on the Repair Form below for you to include inside your shipping box.

YOU MUST FILL OUT THE RETURN FORM (click here to download form) and place it on top of the equipment you will be shipping to Olson Instruments corporate office in Wheat Ridge, Colorado, USA. We will not be able to process your request for repair without the necessary contact and equipment information required on the form. Please do not forget to include this REPAIR FORM inside your shipping box.

After repair, you will receive an invoice that identifies charges for parts and labor. If you have further questions after you receive your equipment, please contact Olson as we will be happy to assist you.

Repairs will be warrantied for 90 days or the balance of the original warranty, whichever is longer.

Delivery Terms

Availability on most NDT systems is generally 1 to 4 weeks after receipt of a signed order. We quote shipping at time of order placement. Geophysical systems generally take longer to build and may exceed the standard 1 to 4 weeks.

Shipping costs vary depending on the service required by the customer and is quoted, at cost, at time of order placement.

Costs for freight and insurance will be billed at cost and added to the system prices. All equipment will be shipped on a Ex-Works, F.O.B. or C.I.F. basis to the customer's shipping address by Olson Instruments chosen shipping company, only. The Purchaser of the system agrees to pay for all sales taxes due at the destination outside of Colorado. Import duties, customs and custom broker charges, etc. on international sales are the responsibility of the purchaser.


Payment Terms

  1. Full payment, in US Dollars (USD) by cleared check, wire transfer of funds, VISA OR MASTERCARD must be received prior to shipment.
  2. Alternatively, payment may be made by using an acceptable Bank Letter of Credit for the full amount plus L/C costs (the suggested letter of credit documentation and terms and must be accepted by OLSON prior to our shipping the equipment). The Letter of Credit must use our advising bank, Wells Fargo in Wheat Ridge, Colorado. There will be an additional charge of $2000.00 USD for purchases made with an approved Letter of Credit.

Shipping

Care must be exercised in the handling, use and shipment of all equipment. You must always ship Olson equipment in its original Pelican Shipping Case (if you received a case with your original purchase) or the warranty will be voided. If you did not receive a case with your original purchase, please carefully package your equipment to avoid any potential for damage during transit. Olson inspects all equipment at time of arrival prior to repairing any equipment.