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 the Pico Macom products call Pico Macom
Field Support at 858-546-5050, or 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
number above for further information.
