STC SmartScanIS, User Manual

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EUD-2016026-00 Rev.2, SmartScanIS User’s Guide for Union Pacific, 14 January 2021
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Chapter 16
Customer Service
At STC, the customer is number one. STC is committed to products that work and customers
that are satisfied. Nothing less is acceptable. This chapter tells how to get answers for
questions, fixes for problems, and parts for spares.
16.1 Reaching STC
You can reach STC by mail, telephone, fax, and email. By mail, you can reach STC at:
Southern Technologies Corporation
6145 Preservation Drive
Chattanooga, Tennessee 37416-3638
USA
Mail and shipments are replied to as soon as possible, normally within one working day.
Equipment repair may take longer.
By telephone, except on major holidays, you can reach STC at 423-892-3029, Monday
through Friday, from 8:00 a.m. until 5:00 p.m. Eastern time. After business hours, a machine
answers the calls. These calls are returned promptly the next business day. By fax, you can
reach STC at 423-499-0045. The fax machine can receive faxes at all times. Faxes are
replied to as soon as possible, normally within one working day. By email, you can reach STC
at stcemail@southern-tech.com. Email is replied to as soon as possible, normally within one
working day.
16.2 Returning Equipment for Repair
Return any damaged, defective, or malfunctioning equipment to STC for repair or
replacement. You don't need a return authorization number. You don't even need to make a
telephone call first. Just ship it directly to the
Repair Department at the address above.
With the returned equipment, include:

Complete address where the equipment is to be returned.

Name and telephone number of the person who should be contacted to answer
questions about the equipment.

A written explanation of the equipment defect or malfunction.

Any reports or other data that would help in diagnosing the problem.

If out of warranty, credit card number (to be charged) with its expiration date.