CS API v3.01 QSG
Programming Interface Manual
11
5.2 REQUEST FOR ASSISTANCE / SERVICE
Please have the following information available when requesting assistance or service:
Contact information for the owner of the product.
Instrument model number (located on the product label).
Product serial number and date of manufacture (located on the product label).
Description of the problem.
To help Newport’s Technical Support Representatives diagnose the problem, please note the
following:
Is the system used for manufacturing or research and development?
What was the state of the system right before the problem?
Had this problem occurred before? If so, when and how frequently?
Can the system continue to operate with this problem, or is it non-operational?
Were there any differences in the application or environment before the problem occurred?
5.3 REPAIR SERVICE
If the instrument needs to be returned, a Return Material Authorization (RMA) number or Return
(RE) number must be obtained prior to shipment to Newport. This RMA or RE number must
appear on both the shipping container and the package documents.
Return the product to Newport, freight prepaid, clearly marked with the RMA or RE number and it
either will be repaired or replaced it at Newport's discretion.
Newport is not responsible for damage occurring in transit. The Owner of the product bears all risk
of loss or damage to the returned Products until delivery at
Newport’s facility. Newport is not
responsible for product damage once it has left the facility after repair or replacement has been
completed.
Newport is not obligated to accept products returned without an RMA number. Any return
shipment received by Newport without an RMA number may be reshipped by Newport, freight
collect, to the Owner of the product.
5.4 NON-WARRANTY SERVICE
For Products returned for repair that are not covered under warranty, Newport's standard repair
charges shall be applicable in addition to all shipping expenses. Unless otherwise stated in
Newport's repair quote, any such out-of-warranty repairs are warranted for ninety (90) days from
date of shipment of the repaired Product.
Newport will charge an evaluation fee to examine the product and determine the most appropriate
course of action. Payment information must be obtained prior to having an RMA number
assigned. Customers may use a valid credit card, and those who have an existing account with
Newport Corporation may use a purchase order.
When the evaluation had been completed, the owner of the product will be contacted and notified
of the final cost to repair or replace the item. If the decision is made to not proceed with the
repair, only the evaluation fee will be billed. If authorization to perform the repair or provide a
replacement is obtained, the evaluation fee will be applied to the final cost. A revised purchase
order must be submitted for the final cost. If paying by credit card, written authorization must be
provided that will allow the full repair cost to be charged to the card.
