Chapter 2. Troubleshooting
43
Product Return Procedure
Step 1
Obtain the serial number and the model number of the defective unit, and secure a purchase order number
to cover repair costs in the event the unit is determined by the manufacturers to be out of warranty.
Step 2
Before you return the unit, have someone from your organization with a technical understanding of the 6K
system and its application include answers to the following questions:
•
What is the extent of the failure/reason for return?
•
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, enclosure, spacing, contaminants, etc.)?
•
What upgrades, if any, are required (hardware, software, user guide)?
Step 3
Call for return authorization. Refer to the
Technical Assistance
phone numbers provided on the inside front
cover of this document. The support personnel will also provide shipping guidelines.
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