1
Fiber Optic
Series
1
CONTACT US
858.546.5050
www.
picomacom
.com
PICO MACOM
Fiber Optic
Series
Chapter 4
Customer Support Information
1.
If You Need Help
If you need assistance while working with Pico Macom products, call Pico Macom Field Support
at 858-546-5050 or 1-800 421-6511 between 8 AM and 5 PM Pacific Time. Alternatively, you
may contact us via email at
.
2. Repair Procedure
Pico Macom has established a streamlined process to ensure the rapid return of products when
repair is required.
As a system operator, you must return the unit to Pico Macom for repair.
After speaking with a technician, if a Return Material Authorization (RMA) is deemed neces-
sary, an RMA will be generated to identify the product during the receipt and repair process
and to track the product in work and during return shipment. Should you make an inquiry, the
RMA number will be required. Any communication from the repair facility will identify the
product by the RMA number.
When shipping a product for repair, please follow these steps:
•
Pack the unit securely.
•
Enclose a note describing the problem.
•
Enclose a copy of the invoice showing warranty status.
•
Make sure the RMA number is on the outside of the box, on or near the shipping label.
•
Ship the unit prepaid to the repair facility indicated by the technician.
3. Claims
Claims for shortages, erroneous charges, or price corrections must be presented within 30
days of invoice date. Freight damage claims should be filed directly with the delivering
carrier within seven days.
NeW
and
UNoPeNeD eQUIPMeNT
may be returned for credit with prior approval from Pico
Macom within 30 days of invoice date. A 20 percent processing and handling charge will be
assessed on any new items returned for credit. Please call our Sales Administrator at the num-
ber above for further information.
