70Xi Cold Flow Properties Laboratory Analyzer
User Guide
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A p p e n d i x E . C u s t o m e r S e r v i c e
We're committed to ensuring that our customers get optimum performance and continued value from their
Phase Technology 70Xi analyzer.
That's why our customer service & support goal is to minimize downtime and maximize productivity. We
promise to do everything we can to resolve problems in the best and quickest way possible to always keep
our customers up and running.
Our Pledge to You:
FAST Response: Phase Technology responds to customers within 24 hours* after notification of
problem. No delays, no waiting for answers.
BEST Solution: Working directly with Phase Technology gives customers complete access to the
scientists who design and build the analyzer. No one knows our analyzers better than we do.
FREE Technical Support: Our customer service team is available to answer any questions. We
provide troubleshooting and helpful operating tips.
Shipping Help: If a repair at our service center is necessary, we work with customers to
complete any necessary shipping documents. This speeds up delivery and clearance through
customs.
Warranty Protection: Opening a Phase Technology analyzer without authorization voids the
warranty. Only trained Phase Technology service technicians are properly equipped to make
repairs to our analyzers.
How it Works: Phase Technology Customer Service Process
1.
Customer sends email to: “[email protected]” to report a problem. Phase
Technology Customer Service responds directly to the customer within one business day.* Phase
Technology works with customer to troubleshoot and determine solution to problem.
2.
If repair is necessary, Phase Technology issues a Returned Materials Authorization (RMA) number
to customer and assists in preparation of shipping documents.
3.
For customers that need a service rental unit during the repair period, Phase Technology makes
necessary arrangements.
4.
Phase Technology provides a service estimate for customer approval. Phase Technology
performs necessary repairs, recalibrates the analyzer (if required), and conducts a final check
before shipping back to customer.
* Phase Technology Customer Service hours: Monday – Friday, 8:00 AM – 5:00 PM (Pacific Time Zone)
TO CONTACT CUSTOMER SERVICE & SUPPORT:
Send email to customer service: [email protected]
Please include the serial number of your analyzer, as well as a detailed description of the
reason for your inquiry
