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XTC/3 Operating Manual
1.3 How to Contact INFICON
Worldwide customer support information is available under
Support >> Support
Worldwide
Sales and Customer Service
Technical Support
Repair Service
When communicating with INFICON about a XTC/3, please have the following
information readily available:
The Sales Order or Purchase Order number of the XTC/3 purchase.
The firmware version and software version (displayed at XTC/3 power-up)
of the optional applications software.
A description of the problem.
The exact wording of any error messages that may have been received.
An explanation of any corrective action that may have already been attempted.
1.3.1 Returning Sensor to INFICON
Do not return any sensor component to INFICON before speaking with a Customer
Support Representative and obtaining a Return Material Authorization (RMA)
number. XTC/3 will not be serviced without an RMA number.
Packages delivered to INFICON without an RMA number will be held until the
customer is contacted. This will result in delays in servicing XTC/3.
Prior to being given an RMA number, a completed Declaration Of Contamination
(DoC) form will be required. DoC forms must be approved by INFICON before an
RMA number is issued. INFICON may require that the XTC/3 be sent to a
designated decontamination facility, not to the factory.
Before returning XTC/3, create a record of all user-entered parameters so they
may be re-entered, if required.