PGEV and PGE Locomotive Governors. Manual - part 32

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Figure 7-17. Exploded View of Water Box 

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Woodward 

Chapter 8. 

Product Support and Service Options 

 
 

Product Support Options 

 

If you are experiencing problems with the installation, or unsatisfactory 
performance of a Woodward product, the following options are available: 
1.  Consult the troubleshooting guide in the manual. 
2. Contact 

the 

OE Manufacturer or Packager

 of your system. 

3. Contact 

the 

Woodward Business Partner

 serving your area. 

4.  Contact Woodward technical assistance via email 

(

EngineHelpDesk@Woodward.com

) with detailed information on the 

product, application, and symptoms. Your email will be forwarded to an 
appropriate expert on the product and application to respond by telephone 
or return email. 

5.  If the issue cannot be resolved, you can select a further course of action to 

pursue based on the available services listed in this chapter. 

 

OEM or Packager Support:

 Many Woodward controls and control devices are 

installed into the equipment system and programmed by an Original Equipment 
Manufacturer (OEM) or Equipment Packager at their factory. In some cases, the 
programming is password-protected by the OEM or packager, and they are the best 
source for product service and support. Warranty service for Woodward products 
shipped with an equipment system should also be handled through the OEM or 
Packager. Please review your equipment system documentation for details. 

 

Woodward Business Partner Support:

 Woodward works with and supports a 

global network of independent business partners whose mission is to serve the 
users of Woodward controls, as described here: 

 A 

Full-Service Distributor

 has the primary responsibility for sales, service, 

system integration solutions, technical desk support, and aftermarket 
marketing of standard Woodward products within a specific geographic area 
and market segment. 

 An 

service that includes repairs, repair parts, and warranty service on 
Woodward's behalf. Service (not new unit sales) is an AISF's primary 
mission. 

 A 

Recognized Engine Retrofitter (RER)

 is an independent company that 

does retrofits and upgrades on reciprocating gas engines and dual-fuel 
conversions, and can provide the full line of Woodward systems and 
components for the retrofits and overhauls, emission compliance upgrades, 
long term service contracts, emergency repairs, etc. 

 

A current list of Woodward Business Partners is available at 

www.woodward.com/directory

. 

 
 

Product Service Options 

 

Depending on the type of product, the following options for servicing Woodward 
products may be available through your local Full-Service Distributor or the OEM 
or Packager of the equipment system. 

 

Replacement/Exchange (24-hour service) 

 

Flat Rate Repair 

 

Flat Rate Remanufacture 

 

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Replacement/Exchange:

 Replacement/Exchange is a premium program 

designed for the user who is in need of immediate service. It allows you to 
request and receive a like-new replacement unit in minimum time (usually within 
24 hours of the request), providing a suitable unit is available at the time of the 
request, thereby minimizing costly downtime. 

 

This option allows you to call your Full-Service Distributor in the event of an 
unexpected outage, or in advance of a scheduled outage, to request a 
replacement control unit. If the unit is available at the time of the call, it can 
usually be shipped out within 24 hours. You replace your field control unit with 
the like-new replacement and return the field unit to the Full-Service Distributor. 

 

Flat Rate Repair

: Flat Rate Repair is available for many of the standard 

mechanical products and some of the electronic products in the field. This 
program offers you repair service for your products with the advantage of 
knowing in advance what the cost will be. 

 

Flat Rate Remanufacture:

 Flat Rate Remanufacture is very similar to the Flat 

Rate Repair option, with the exception that the unit will be returned to you in “like-
new” condition. This option is applicable to mechanical products only. 

 
 

Returning Equipment for Repair 

 

When shipping the item(s), attach a tag with the following information: 

 return 

number; 

 

name and location where the control is installed; 

 

name and phone number of contact person; 

 

complete Woodward part number(s) and serial number(s); 

 

description of the problem; 

 

instructions describing the desired type of repair. 

 
 

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. 

 

 

To prevent damage to electronic components caused by improper 
handling, read and observe the precautions in Woodward manual 
82715, Guide for Handling and Protection of Electronic Controls, 
Printed Circuit Boards, and Modules. 

 
 

Replacement Parts 

 

When ordering replacement parts for controls, include the following information: 

 

the part number(s) (XXXX-XXXX) that is on the enclosure nameplate; 

 

the unit serial number, which is also on the nameplate. 

 

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Woodward 

Engineering Services 

 

Woodward’s Full-Service Distributors offer various Engineering Services for our 
products. For these services, you can contact the Distributor by telephone or by 
email. 

 Technical 

Support 

 Product 

Training 

 Field 

Service 

 

Technical Support

 is available from your equipment system supplier, your local 

Full-Service Distributor, or from many of Woodward’s worldwide locations, 
depending upon the product and application. This service can assist you with 
technical questions or problem solving during the normal business hours of the 
Woodward location you contact. 

 

Product Training

 is available as standard classes at many Distributor locations. 

Customized classes are also available, which can be tailored to your needs and 
held at one of our Distributor locations or at your site. This training, conducted by 
experienced personnel, will assure that you will be able to maintain system 
reliability and availability. 

 

Field Service

 engineering on-site support is available, depending on the product 

and location, from one of our Full-Service Distributors. The field engineers are 
experienced both on Woodward products as well as on much of the non-
Woodward equipment with which our products interface. 

 

For information on these services, please contact one of the Full-Service 
Distributors listed at 

www.woodward.com/directory

. 

 
 

Contacting Woodward’s Support Organization 

 

For the name of your nearest Woodward Full-Service Distributor or service 
facility, please consult our worldwide directory published at 

www.woodward.com/directory

. 

 

You can also contact the Woodward Customer Service Department at one of the 
following Woodward facilities to obtain the address and phone number of the 
nearest facility at which you can obtain information and service. 

 

Products Used In 

Electrical Power Systems 

 

Facility ---------------- Phone  Number 
Brazil ------------- +55 (19) 3708 4800 
China ----------- +86 (512) 6762 6727 
Germany: 
 

Kempen ---- +49 (0) 21 52 14 51 

 Stuttgart 

-- +49 (711) 78954-510 

India --------------- +91 (129) 4097100 
Japan -------------- +81 (43) 213-2191 
Korea -------------- +82 (51) 636-7080 
Poland --------------- +48 12 295 13 00 
United States ---- +1 (970) 482-5811 

Products Used In 

Engine Systems 

 

Facility ---------------- Phone  Number 
Brazil ------------- +55 (19) 3708 4800 
China ----------- +86 (512) 6762 6727 
Germany ------- +49 (711) 78954-510 
India --------------- +91 (129) 4097100 
Japan -------------- +81 (43) 213-2191 
Korea -------------- +82 (51) 636-7080 
The Netherlands - +31 (23) 5661111 
United States ---- +1 (970) 482-5811 

Products Used In 

Industrial Turbomachinery 

Systems 

Facility ---------------- Phone  Number 
Brazil ------------- +55 (19) 3708 4800 
China ----------- +86 (512) 6762 6727 
India --------------- +91 (129) 4097100 
Japan -------------- +81 (43) 213-2191 
Korea -------------- +82 (51) 636-7080 
The Netherlands - +31 (23) 5661111 
Poland --------------- +48 12 295 13 00 
United States ---- +1 (970) 482-5811 

 

For the most current product support and contact information, please visit our 
website directory at 

www.woodward.com/directory

.