There have been instances when a normally closed (NC) Hydrometer is installed in a normally open (NO) system or vice versa. The incorrect configuration is typically not discovered until its already in the ground and errored during programming. This will walk through the procedure / scenarios where we will or will not RMA for the solenoid or (if necessary) new hydrometer.
Scenarios we will RMA a solenoid:
- HPDS approved contractor accidentally specified the wrong meter
- HPDS mislabeled the meter or sent out wrong one item out
- How to verify:
- ask for a picture of the brass etched label [jonathan send me picture].
- Note: (this part is counterintuitive so bear with me) If it was supposed to be a Normally Closed part, then the brass etching will read NO. If it was supposed to be a Normally Open part, then the brass will read NC.
- Note: there is no HPDS-designated label so can't confirm if purchased through us or Netafim.
- Check Orders to see if correct SKU# was purchased and we shipped out incorrect part.
- ask for a picture of the brass etched label [jonathan send me picture].
Scenarios we won't RMA
- Independent contractor didn't correctly spec
- if customer orders wrong part
- If its damaged during installation
Customer Options:
- (preferred) We issue RMA or Customer purchases new solenoid and we send out these instructions Hydropoint Hydrometer NO and NC conversions as well as this video.
- Once the new solenoid is installed, we will warranty the hydrometer because this type of field swap is very low risk and unlikely to damage flow3/bhm.
- If customer is within warranty/ demands it, we send out a new Hydrometer. This is very unlikely as it is very cumbersome / expensive to remove/ reinstall these.
The netafim video is dated and instructs viewer to separate the solenoid coil from the post. Unfortunately, only the post (brass piece) has the marking for NC/NO determination. This means if they separate it, then accidentally put on the wrong solenoid cable back onto post, it will be very difficult to troubleshoot issue thereafter plus customer wouldn't qualify for return. if wrong solenoid w/ wrong brass piece does that mean hydrometer damaged? can't be reinstalled?
Questions to ask:
What prevention steps on front end can we take? fix install guides, better PM training to identify if NC/NO system, better labels? lots of installers may glaze over b/c autonomously working.
Note: The Operations pick list will show NO part for a NC order configuration so confusion avoided within mfg. department