If a pH probe becomes physically damaged within its warranty period, can that probe be replaced under warranty?

Document ID

Document ID TE8302

Published Date

Published Date 30/04/2019
Question
If a pH probe becomes physically damaged within its warranty period, can that probe be replaced under warranty?
Summary
Policy on warranty claims for pH probes that are cracked or broken.
Answer
If a probe is received broken in its box, then it will absolutely be replaced. However, this does require that the claim is made within 30 days from when the probe was received and will commonly also require that a photograph of the damaged probe is sent to Hach Tech Support. If the probe was damaged when it was received please contact Hach Tech Support.

Damage incurred during the use of a probe is not considered a defect and is not covered by warranty. If the glass bulb or glass tube which runs down the middle of the probe, breaks or cracks and a warranty request is made, the request will be declined and it will be recommended that a replacement probe be purchased.

Physical damage to the electrode can easily be identified by getting mV readings on 4, 7, and 10 pH buffers. If all buffers read the same mV value within ±30 mV this indicates that the probe is broken. In rare cases this can be caused by the filling hole or junctions being completely blocked. But if all shipping tape has been removed and the fill hole is open ( Why is there Orange/Amber colored tape on the IntelliCAL probe?, When should the filling hole on a refillable electrode be open or plugged?) and the probe is reading the same mV in all three buffers within ± 30 mV, this confirms that the probe is physically broken.

For ISFET pH electrodes, they will read -1999 mV in all buffers when the glass tube inside the probe becomes broken.