Troubleshooting
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Getting Help from Kval
Before you seek help, first try the troubleshooting procedures in
.
If you are still not able to resolve the problem, contact our customer support engineers:
• In the U.S and Canada, call (800) 553-5825 or fax (707) 762-0485
• Outside the U.S. and Canada, call (707) 762-7367 or fax (707) 762-0485
• Email address is
Technical Support business hours are 4:00 AM to 4:30 PM Pacific Standard Time, Monday through Fri-
day.
Product Return Procedure
If you’ve contacted Kval for help and it is determined that a return is necessary, use the procedure below
to return the machine or part.
Note
: Non-Warranty returns are subject to a 15% restocking charge.
1.
Obtain the packing slip and/or invoice numbers of the defective unit, and secure a purchase order
number to cover repair costs in the event the unit is determined to be out of warranty.
2.
Reason for return: Before you return the unit, have someone from your organization with a technical
understanding of the
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system and its application include answers to the following questions:
• What is the extent of the failure/reason for return? What are the relevant error messages or error
codes?
• How long did it operate?
• Did any other items fail at the same time?
• What was happening when the unit failed (e.g., installing the unit, cycling power, starting other
equipment, etc.)?
• How was the product configured (in detail)?
• Which, if any, cables were modified and how?
• With what equipment is the unit interfaced?
• What was the application?
• What was the system environment (temperature, spacing, contaminants, etc.)?
3.
Call Kval customer support for a Return Material Authorization (RMA). When you call:
• Have the packing slip or invoice numbers available.
• Have the documented reason for return available.
4.
Send the merchandise back to Kval.
• Make sure the item(s) you are returning are securely packaged and well protected from shipping
damage
• Include the packing slip or invoice numbers.
• Include the documented reason for return.
• Include the RMA number with the parts package.
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