5 how to contact customer support, 1 application support, 2 field service and repair support – INFICON XTM/2 Thin Film Deposition Monitor User Manual

Page 26: 3 returning your instrument

1 - 10

N 07

XTM/2 Operating Manual

1.5 How To Contact Customer Support

If you cannot find the answer to your question in this manual, please contact
one of the following Customer Support groups after deciding whether:
your difficulty is with how you are using the instrument—in this case, contact

Application Support.

or
your instrument needs repair—in this case, contact Field Service and

Repair Support.

When you contact Customer Support, please have this manual at hand, along
with the following information:
The serial number for your instrument.
A description of your problem.
An explanation of the corrective action that you may have already

attempted.

The exact wording of any error messages that you have received from the

instrument.

Within the USA, you may reach Customer Support at the following phone
numbers. Please contact the location that is closest to you. If you are located
outside of the USA, please contact your sales office. A complete listing of
INFICON Worldwide Service Centers is available at www.inficon.com.

1.5.1 Application Support

Austin, TX . . . . . . ph. 512-448-0488 . . . . . . . . . . fax 512-448-0398
San Jose, CA. . . . ph. 408-361-1200 ext. 125 . . . fax 408-362-1556
Syracuse, NY. . . . ph. 315-434-1128 . . . . . . . . . . fax 315-437-3803

If you are located outside the USA, please contact your sales office. A complete
listing of INFICON Worldwide Service Centers is available at www.inficon.com.

1.5.2 Field Service and Repair Support

Austin, TX . . . . . . ph. 512-448-0488 . . . . . . . . . . fax 512-448-0398
San Jose, CA. . . . ph. 408-361-1200 ext. 120 . . . fax 408-362-1556
Syracuse, NY. . . . ph. 315-434-1167 . . . . . . . . . . fax 315-434-2551

If you are located outside the USA, please contact your sales office. A complete
listing of INFICON Worldwide Service Centers is available at www.inficon.com.

1.5.3 Returning Your Instrument

Do not send your instrument without first speaking with a Customer Support
Representative.

You must obtain an RMA (Return Material Authorization) number from the
Customer Support Representative. If the delivery of a package without an RMA
number is attempted, INFICON will refuse the delivery and the package will be
returned to you.

If your instrument has been exposed to process materials, you will be required
to complete a Declaration Of Contamination form.