ES-CUTP and ES-FUTP Manual
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4.
If the problem is isolated to a network device other than the Waters ES Series product, it is
recommended that the problem device be replaced with a known good device. Verify whether or
not the problem is corrected. If not, go to Step 5 below. If the problem is corrected, the ES
switch and its associated cables are functioning properly.
5.
If the problem continues after completing Step 4 above, contact your supplier of the Waters ES
switch (or if unknown, contact Waters Network Systems).
5.2
When Calling for Assistance
Please be prepared to provide the following information.
1. A complete description of the problem, including the following points:
a. The nature and duration of the problem;
b. Situations when the problem occurs;
c. The components involved in the problem;
d. Any particular application that, when used, appears to create the problem.
2. An accurate list of Waters Network Systems product model(s) involved, with serial number(s).
Include the date(s) that you purchased the products from your supplier.
3. It is useful to include other network equipment models and related hardware, including
personal computers, workstations, terminals and printers; plus, the various network media
types being used.
4. A record of changes that have been made to your network configuration prior to the
occurrence of the problem. Any changes to system administration procedures should all be
noted in this record.
5.3
Return Material Authorization (RMA) Procedure
All returns for repair must be accompanied by a Return Material Authorization (RMA) number.
To obtain an RMA number, contact Waters Network Systems Customer Service at 800-328-2275
(office hours: 8AM - 5PM Central Standard Time) or email to
. When calling, please
have the following information readily available:
Name and phone number of your contact person
Name of your company/institution
Your shipping address
Product
name
Serial Number (or Invoice Number)
Packing List Number (or Sales Order Number)
Date of installation
Failure symptoms, including a full description of the problem.
Waters will carefully test and evaluate all returned products, will repair products that are
under warranty at no charge, and will return the warranty-repaired units to the sender with shipping
charges prepaid (see Warranty Information for complete details). However, if the problem or
condition causing the return, cannot be duplicated by Waters, the unit will be returned as:
No Problem Found.
Waters Network Systems reserves the right to charge for the testing of non-defective units
under warranty. Testing and repair of product that is not under warranty will result in a customer
(user) charge.
5.4
Shipping and Packaging Information
Should you need to ship the unit back to Waters, please follow these instructions:
1. Package the unit carefully. It is recommended that you use the original container if available.
Units should be wrapped in a "bubble-wrap" plastic sheet or bag for shipping protection. (You
may retain all connectors and this Installation Guide.)
CAUTION
Do not pack the unit in Styrofoam "popcorn" type packing material. This material
may cause electro-static shock damage to the unit.
