Kval Acro-HD, Operation And Service Manual, Page: 19 / 64

Getting Help from KVAL
1-13 KVAL Acro-HD Operation/Service Manual
On-Line Help
On machines with a Beckhoff
®
PLC and an internet connection, our service team are able to con-
nect, run, and troubleshoot your machine.
Product Return Procedure
If you’ve contacted Kval for help and it is determined that a return is necessary, use the procedure
below to return the machine or part.
Note:
Non-Warranty returns are subject to a 15% restocking charge.
1.
Obtain the packing slip and/or invoice numbers of the defective unit, and secure a
purchase order number to cover repair costs in the event the unit is determined to be
out of warranty.
2.
Reason for return: Before you return the unit, have someone from your organization
with a technical understanding of the machine and its application include answers to
the following questions:
• What is the extent of the failure/reason for return? What are the relevant error mes-
sages or error codes?
• How long did it operate?
• Did any other items fail at the same time?
• What was happening when the unit failed (e.g., installing the unit, cycling power,
starting other equipment, etc.)?
• How was the product configured (in detail)?
• Which, if any, cables were modified and how?
• With what equipment is the unit interfaced?
• What was the application?
• What was the system environment (temperature, spacing, contaminants, etc.)?
3.
Call Kval customer support for a Return Material Authorization (RMA). When you
call:
• Have the packing slip or invoice numbers available.
• Have the documented reason for return available.
4.
Send the merchandise back to Kval.
• Make sure the item(s) you are returning are securely packaged and well protected
from shipping damage
• Include the packing slip or invoice numbers.
• Include the documented reason for return.
• Include the RMA number with the parts package.