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Travel Document Reader User Guide DT-01715C
© 3M 2006 All rights reserved.
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Return to Depot - Maintenance Procedure
In the event of a suspected problem with 3M equipment:
Diagnose The end user system manager will ascertain that there is an actual
fault with the equipment that cannot be rectified with the use of the
applicable User Guide or local in-house knowledge.
Initiate Call
The end user system manager should contact GTS through one of
the following communications mediums: phone, fax, or email. A
detailed description of the problem along with the serial number of
the unit will be requested. It is THE CUSTOMER’s responsibility
to include or have on hand all pertinent information.
Response/Call Back A GTS representative will discuss with the end user system
manager to ascertain the nature of the problem. If the problem can
be rectified locally by the end user system manager with the
guidance of the GTS representative, no further action will be
required.
Return Authorization If the problem cannot be rectified using telephone assistance, the
GTS representative will issue a Return Materials Authorization
(RMA) number which will be used to track the failed reader, along
with verification of the location of the service depot to where it
should be sent.
The RMA number should be prominently displayed on the
shipping container in which the reader is being returned. This
reference number will ensure prompt processing of the equipment
once it arrives at 3M.
Return The end user system manager will carefully disconnect the
defective equipment. The reader should ideally be packaged in its
original packing box. If not, a suitable box with sufficient packing
material should be used to minimize damage during transit. The
CUSTOMER is responsible for insurance coverage on the reader
during transit to 3M in case of loss or damage. The reader should
then be returned to the 3M designated service depot.