Triton RL5000 X2 Series User Manual - Manual (Page 48)

B-6
A
PPENDIX
B
A
UTHORIZED
I
NSTALLATION AND
S
ERVICE
P
ROVIDERS
Triton utilizes several nationwide and regional authorized third party maintenance providers. Triton recom-
mends all ATMs be installed and serviced by service technicians certifi ed by Triton. This includes authorized
third party service technicians and technicians who have been factory trained by Triton to service ATM equip-
ment. Installation or repairs attempted by unauthorized service technicians may void the warranty or warranty
claims denied on the product.
Please contact Triton’s Technical Services department at (800) 259-6672 for a list of our third party service pro-
viders and/or to obtain information on the requirements and procedures for becoming a certifi ed Triton service
technician.
Should you specify the carrier, we recommend that you explore with this chosen carrier the policies and proce-
dures regarding shipping damage claims prior to selecting them as your preferred carrier.
If the equipment receives structural damage and is in an un-installable condition, Triton will work with you to
arrange for a replacement unit to be shipped as soon as possible. The purchaser will be billed for the replace-
ment unit. Triton’s repair technicians will repair the damaged unit after it is returned to our facilities. We will
credit the purchaser’s account for the full purchase price of the damaged unit, minus the cost of returning the unit
to “like new” condition. Under no circumstances does Triton authorize anyone to complete structural damage
repairs in the fi eld. Therefore, we will not ship primary structural parts, such as a cabinet head or main cabinet
body for repair in the fi eld.
T
RITON
’
S
T
ECHNICAL
S
ERVICES
D
EPARTMENT
The primary purpose of the Technical Services department is to provide assistance to customers in the operation,
trouble shooting, and repair of equipment manufactured by Triton. A toll-free phone number (1-800-259-6672)
is provided for convenience. The Technical Services department operates to serve our customers. The staff is
trained to follow our policies and procedures to ensure fair and uniform treatment of all our customers.
A UTOMATED V OICE M AIL S YSTEM
Our goal is to have a ‘live’ person answer 100% of all incoming calls (during regular support hours). On oc-
casion, however, call loads may exceed the capacity of the staff. When this occurs, an automated voice mail
system will answer the call, indicate to the caller that all Technical Support specialists are busy assisting others,
and ask the caller to leave detailed information about the nature of the call.
Should it become necessary to leave a voice mail message, the caller should state:
• their name,
• the organization for which they work,
• the serial number of the equipment they are calling about,
• detailed description of the problem that they are experiencing, and
• phone number where they can be reached, including area code.
As Technical Support specialists become available, they check for voice mail messages and return calls in the
order in which they were received. By providing the information requested in the voice mail, the technician can
be prepared when your call is returned. Triton asks you to be patient if you must leave voice mail and assures
you that your call is important to us and that we will respond promptly.