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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?
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?
Yes. Whether you just got it back, or have had it back for a while, the first step is always to contact Technical Support to see if they can resolve it over the phone. Tech Support will let you know if it needs to come back in for repair and if a Loaner unit is available. In the event that the unit needs to come back in for repair, you can create the return shipping label from this web site at no cost to you. Please select Next Day Air shipment if it is available. You will not be charged for this freight if it is a repeat failure within the last 90 days. Your unit will receive a priority and be expedited through the repair process, so be sure to include a good description of the failure. Regardless of the situation, all units must be sent in for evaluation before a replacement unit is considered.
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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