xiQ - Technical Manual Version 1.35
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6.2.
Product service request (PSR)
If you experienced any unexpected behavior of your xiQ camera, please follow the steps described below:
6.2.1.
Step 1 - Contact Support
If your xiQ camera is not working as expected, please contact your local dealer for troubleshooting the product and determine the
eligibility of a Product Service Request (PSR).
In case you were asked to create a PSR by your local contact, please continue to STEP 2
NOTE: Your product must be UNDER WARRANTY in order to qualify for a free repair or replacement.
6.2.2.
Step 2 - Create Product Service Request (PSR)
•
Read the
XIMEA General Terms & Conditions http://www.ximea.com/en/corporate/generaltc
•
Product Service Request form http://www.ximea.com/support/projects/service/issues/new
•
Fill in all fields
•
Confirm with the button „Create“
6.2.3.
Step 3 - Wait for PSR Approval
Our support personnel will verify the PSR for validity.
If your PSR is valid, it will be approved for sending the camera to us. This is done usually within 24 business hours. After that you
will get a PSR Approval email (sent to the email address that you have entered in the field “Contact person – email”).
The email contains:
•
shipping instructions
•
attached document containing the Product Service Request Number (PSRN)
When you received the PSR Approval email - please continue to Step 4.
In case your PSR was rejected – please do not send your camera to XIMEA.
6.2.4.
Step 4 - Sending the camera to XIMEA
If possible, send the camera back in the original package. If not possible, please pack the camera in a way that it cannot be
damaged during shipment and send it back as described in the PSR Approval email that you have received.
6.2.5.
Step 5 - Waiting for Service Conclusion
Once we have received the camera, we will send you a notification. The XIMEA Service will then check the status of the camera
that you have sent for a possible repair. Depending on warranty conditions, product status and agreement one of the following
operations will be performed:
Operation
Repair costs paid by
Return delivery costs paid by
repaired in warranty
XIMEA
XIMEA
replaced in warranty
XIMEA
XIMEA
repaired for cost
Customer
Customer
not repaired and returned
-
Customer
not repaired and discarded
if requested by customer
-
-
table 6-4, service operations overview
If the camera will be returned, you will receive the tracking number. In this case, please continue to step 6
6.2.6.
Step 6 - Waiting for return delivery
After you have received the return shipment, please confirm it by changing the status of the PSR to “Received by customer”.
