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User Manual for Firefly Microscope GT820 Version: 2.0
Service policy
All repairs on products under warranty must be performed or approved by Firefly or its
authorized resellers. Unauthorized repairs will void the warranty. In addition, whether or
not covered under warranty, any product repair shall exclusively be performed by
Firefly-certified service personnel.
If the product fails to function properly — or if you need assistance, service, or spare parts —
contact your Firefly reseller.
Before contacting your reseller, try to duplicate the problem and check all accessories to
ensure that they are not causing the problem. When calling, please be prepared to provide:
Product name and model number and complete description of the problem.
Serial number of your product (if applicable).
Complete name, address and phone number of your facility.
For out-of-warranty repairs or spare parts orders, a purchase order (or credit card)
number.
For parts orders, the required spare or replacement part numbers.
If your product requires warranty, extended warranty, or non-warranty repair service, please
contact your Firefly reseller. A customer service representative will assist you in
troubleshooting the problem and will make every effort to solve it over the phone, avoiding
potential unnecessary returns. In case a return cannot be avoided, the representative will
record all necessary information and will provide a Return Authorization number, as well as
the appropriate shipping address. The Return Authorization number must be obtained prior
to any return.
If you have to return your product for service, follow these recommended packing
instructions:
Disconnect all hoses, cables, sensors, power cords, and ancillary products (as
appropriate) before packing, unless you suspect they are associated with the problem.
Wherever possible use the original shipping carton and packing materials.
Include a packing list and the Return Authorization number.
It is recommended that all returned goods be insured. Claims for loss or damage to the
product are the responsibility of the sender.
