When
should units be returned to PHOTON Inc. for Repair
Service?
When customers experience problems with a unit that can't be resolved over
the phone or via email, we will recommended that the unit be returned to
PHOTON for evaluation and repair. Photon's Service Department and its
authorized dealer service groups are the only ones who can return your
system to specified performance.
What is
involved in PHOTON Inc.'s Repair Service?
A unit sent in for repair undergoes a detailed
evaluation of all the functions of each system's major
components. PHOTON Inc. will advise customers to
replace major components in the system, only if deemed
necessary.
How
much does Repair Service cost?
Repair Service costs vary from unit to unit. It is
PHOTON's policy to require the customer to submit a
purchase order in order for the unit to be evaluated.
After evaluation, if it was found that the unit is no
longer under warranty, our customer service department
will then contact you to advise you of the total cost
of repair and to get an approval for the repair. The
customer is then advised to revise the Purchase Order,
if necessary. Photon Inc. reserves the right to
determine if the repair is covered under the
warranty.
What is
the turnaround time on repair service?
Turnaround time for repair service is not determined
until the unit is evaluated. More complex repairs will
have a longer turnaround time than minor repairs.
PHOTON, Inc. offers an expedited service for repair, if
needed. The cost and turnaround time for this service
will depend on the problem of the unit as well as our
service department repair schedule. The unit will need
to be evaluated before we can advise the expedite fee
involved. The customer will need to inform PHOTON if
expedite service is desired.
What
steps are involved in sending a unit for
repair?
-
Obtain an RMA (return material
authorization) number.
Fill out and submit the Request for Service/Troubleshooting Checklist Form to obtain your RMA (Return Material Authorization) number. Photon service
will return provide you with the RMA number by return email within a few
hours. Please note that an RMA number is only good for 30 days.
-
Initiate a purchase order per
RMA.
-
Package the entire system in the
original shipping container or a comparable
packaging container.
If you do not have the original container,
be sure you have at least 2-3 inches of solid foam
packing around the entire instrument - we can
provide a shipping box upon request. Please ask for
a copy of the "Packaging Instructions" for
guidelines.
-
Ship the system prepaid to the
following address:
PHOTON Inc
6878 Santa Teresa Blvd.
San Jose, CA 95119 USA
I ndicate
the issued RMA number on the box and on the
shipping papers.
- Provide Photon Inc. with a hard
copy of the purchase order.
Please note that we will not start the
evaluation process without a PO, nor will we return
shipment without receipt of a hard copy of that
PO.
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