Wow, thanks to all of you for chiming in while I slept
MIREGMGR, thanks for the nicely-put definition: I agree that for bespoke and servicing, multiple work sessions are normal.
DB, I see what you mean about the rework within a service attempt. However, in terms of this section of the standard, I think what you describe wouldn't apply at least partly because there's no specific, approved process which is being breached.
Marcelo, is there a specific document you are referring to which has official ISO definitions? I'd be happy enough to look at the definitions, however, in this case it appears there isn't a specific definition of rework. It was the first question I asked our advisor when we disagreed, and since it's heavily discussed on this forum, it seems clear there's no single, dominating, clarifying definition. I wish there were!
Meanwhile, Googling for ISO definitions for repair comes up with nothing, and for service(s) what you already mention come up: that ISO's 'product' can include services, and that 'services' can include providing repair service. But this I already knew ...
It's difficult to define what the process is and where rework might begin, though, if/when service includes (1) investigative diagnosis and (2) iterative change-and-test repair, such as board swapping, with no clear demarcation of the boundary between (1) and (2), and sometimes no quickly clear certainty that (2) is done until further equipment use determines that a "flaky" or occasional problem has ceased to recur
MIREGMGR, I particularly appreciated you clarifying what I'd made a mess of: what you describe above is exactly what I'd meant. It isn't rework, it's just the way servicing goes!
So service visits are repair, as defined in the standards, not rework.
Well, good, it appears we're in agreement on this. (However, if you please, what's "21 CFR 820"?)
And, finally, Snappy: I'm using service and repair as being pretty much synonymous, but not
rework and repair as being synonymous. But I agree that the equipment needing servicing/repair does not constitute a non-conformity.
I'm willing to consider this closed (though happy to receive more).
Hugely appreciate all the input!