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Frequently Asked Questions (FAQs)
Please click on the questions below to get their answers.
1.Who do I contact for technical assistance or further customer service?
2.How do I get my unit repaired?
3.Are Out of Box Failures handled differently?
4.What if I forgot my login or password?
5.Why am I getting an error when I try to track the order?
6.What do I need to do to get the unit repaired under warranty?
7.Why is Proof of Purchase required on all warranty requests?
8.I have already registered my tool, why do I have to provide a Proof of Purchase for warranty?
9.How do I find the warranty on my unit?
10.Are freight costs covered under warranty?
11.Can I get a replacement or a credit instead of getting the unit repaired under warranty?
12.What is the warranty on software?
13.Why am I being charged for a repair when the new software caused the unit to fail?
There are no charges to reprogram software that did not install correctly in the field, but many times the reason software does not install correctly is due to a hardware failure with the unit itself. This is also the case when an application worked on a previous software revision, but does not work correctly with the new install. If the unit is not under warranty, there may be charges to fix the hardware failure in order for the software to work correctly. These hardware failures do not always show up prior to the new software install because not all circuitry is used the same way with different software revisions. Software will never break the hardware unless a pre-existing condition exists. If you are not comfortable loading new software onto your unit, you can send it into the Repair Center to have it installed for you, but there would be a charge for this service. Always call Technical Support before sending a unit in for repair. There may be field fixes available over the phone.
14.Can I get an estimated cost for a repair?
15.What does it mean when a unit is not serviceable?
16.Why didn’t you contact me before returning my unit unrepaired?
17.Is there a priority given to units that have previously been in for repair?
18.How does the Repair Technician diagnose and verify the problem?
19.What happens when I requested an estimate, but got invoiced for a repair without being contacted?
20.Can I purchase parts to repair my own tool?
21.Are Loaners or Rentals available?
22.Can I buy an Extended Service Contract?
23.Does product need to be validated before I buy an Extended Service Contract?
24.Why am I being charged a diagnostic fee? I have never been charged that before.
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