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Firefly DE605 General Exam Camera Version: 1.5.1
S
ERVICE
P
OLICY
All repairs on products under warranty must be performed or approved by Firefly or its authorized
resellers. Unauthorized repairs will void the warranty. In addition, whether or not covered under
warranty, any product repair shall exclusively be performed by Firefly-certified service personnel.
If the product fails to function properly — or if you need assistance, service, or spare parts — contact
your Firefly reseller.
Before contacting your reseller, try to duplicate the problem and check all accessories to ensure that
they are not causing the problem. When calling, please be prepared to provide:
•
Product name and model number and complete description of the problem.
•
Serial number of your product (if applicable).
•
Complete name, address and phone number of your facility.
•
For out-of-warranty repairs or spare parts orders, a purchase order (or credit card) number.
•
For parts orders, the required spare or replacement part numbers.
If your product requires warranty, extended warranty, or non-warranty repair service, please contact
your Firefly reseller. A customer service representative will assist you in troubleshooting the problem
and will make every effort to solve it over the phone, avoiding potential unnecessary returns. In case
a return cannot be avoided, the representative will record all necessary information and will provide a
Return Authorization number, as well as the appropriate shipping address. The Return Authorization
number must be obtained prior to any return.
If you have to return your product for service, follow these recommended packing instructions:
•
Disconnect all hoses, cables, sensors, power cords, and ancillary products (as appropriate)
before packing, unless you suspect they are associated with the problem.
•
Wherever possible use the original shipping carton and packing materials.
•
Include a packing list and the Return Authorization number.
It is recommended that all returned goods be insured. Claims for loss or damage to the product are
the responsibility of the sender.
