XIMEA xiX-Xtreme, Техническое руководство

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5.3 Product service request (PSR)
If you experienced any unexpected behavior of your camera, please, follow the steps described below:
5.3.1 Step 1 – Contact support
If your camera is not working as expected, please, contact your local dealer for troubleshooting the product and determine the eligibility of
a Product Service Request (
PSR ).
In case you were asked to create a PSR by your local contact, please continue to Step 2 .
NOTE: Your product must be UNDER WARRANTY in order to qualify for a free repair or replacement.
5.3.2 Step 2 – Create product service request (PSR)
•
Read the XIMEA General Terms & Conditions at: http://www.ximea.com/en/corporate/generaltc
•
Open the XIMEA Helpdesk at: https://desk.ximea.com/new-ticket
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Set field Department to “Service”
•
Fill in all fields
•
Confirm with the button “Submit”
5.3.3 Step 3 – Wait for PSR approval
Our support personnel will verify the PSR for validity.
If your PSR is valid and no further information is required, the PSR will be approved within 3 business days. After that you will get a
notification email contains the shipping instructions.
When you received the
PSR Approval email – please continue to Step 4 .
In case your PSR was rejected – please do not send the product to XIMEA.
5.3.4 Step 4 – Sending the camera to XIMEA
If possible, send the camera back in the original package. If not possible, please pack the camera in a way that it cannot be damaged
during shipment and send it back as described in the
PSR Approval email that you have received.
5.3.5 Step 5 – Waiting for service conclusion
Once we have received the camera, we will send you a notification. The XIMEA Service will then check the status of the camera that you
have sent for a possible repair. Depending on warranty conditions, product status and agreement one of the following operations will be
performed:
Operation Repair costs paid by Return delivery costs paid by
repaired in warranty XIMEA XIMEA
replaced in warranty XIMEA XIMEA
repaired for cost Customer Customer
not repaired and returned — Customer
not repaired and discarded if requested by customer — —
Table 32: service operations overview
If the camera will be returned, you will receive the tracking number. In this case, please continue to Step 6 .
5.3.6 Step 6 – Waiting for return delivery
After you have received the return shipment, please confirm it by changing the status of the PSR to “Received by customer”.
XIMEA Technical Manual, Version: v230927 79