INFICON Crystal 12 Sensor - Manual (Page 25)

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Crystal12 Sensor Operating Manual
1.3 How to Contact Customer Support
If you need assistance with your sensor, please read this Operating Manual before
contacting Customer Support. If you can not find the answer in this manual, decide
whether:
Š Your sensor functions, but it does not work for your application — request
Application Assistance.
Š Your sensor functions, but you need to know how to use it — request Technical
Support.
Š Your sensor does not function (it’s broken) — request Repair Services.
Š You need to order parts — request Order Services.
When you contact Customer Support, please have the following information readily
available:
Š The Lot Identification Code for your sensor. For the location of the Lot
Identification Code, refer to Figure 1-4 on page 1-7 .
Š A description of your problem.
Š An explanation of any corrective action that you may have already attempted.
Š The exact wording of any error messages that you have received.
To contact Customer Support. refer to the contact list located at the front of this
manual. Or, contact your sales office. Or, see the www.inficon.com website.
1.3.1 Returning Your Crystal12 Sensor to INFICON
Do not return any component of your sensor to INFICON without first speaking with
a Customer Support Representative. You must obtain a Return Material
Authorization (RMA) number from the Customer Support Representative.
If you deliver a package to INFICON without an RMA number, your package will be
held and you will be contacted. This will result in delays in servicing your sensor.
Prior to being given an RMA number, you will be required to complete a Declaration
Of Contamination (DOC) form if your sensor has been exposed to process
materials. DOC forms must be approved by INFICON before an RMA number is
issued. INFICON may require that the sensor be sent to a designated
decontamination facility, not to the factory. Failure to follow these procedures will
delay the repair of your sensor.