Appendix B: Technical Support
Returning Product for Repair
If you suspect a product is not working properly, or if you have any questions about your product, contact our Technical Support Staff through one of our Technical Services, making sure to provide the following information:
•Product model and serial number (required);
•Return shipping address;
•Daytime phone number;
•Description of the problem;
•Copy of the original purchase invoice.
The technician will assist you in determining whether the product requires repair. If the product needs repair, the Technical Support Department will issue an RMA (Return Merchandise Authorization) number.
Return only the specific product covered by the warranty (do not ship cables, manuals, diskettes, etc.), with a copy of your proof of purchase to:
USA and | Promise Technology, Inc. |
Canada: | Customer Service Dept. |
| Attn.: RMA # ______ |
| 1745 McCandless Drive |
| Milpitas, CA 95035 |
Other Countries: | Return the product to your dealer or |
| retailer. |
| Contact them for instructions before |
| shipping the product. |
You must follow the packaging guidelines for returning products:
Use the original shipping carton and packaging or similar packaging if the original is not available:
•Include a summary of the product’s problem(s)
•Write an attention line on the box with the RMA number
•Include a copy of proof of purchase
You are responsible for the cost of insurance and shipment of the product to Promise. Note that damage incurred due to improper transport or packaging is not covered under the Limited Warranty.
When repairing returned product(s), Promise may replace defective parts with new or reconditioned parts, or replace the entire unit with a new or reconditioned unit. In the event of a replacement, the replacement unit will be under warranty for the remainder of the original warranty term from purchase date, or 30 days, whichever is longer.
Promise will pay for standard return shipping charges only. You will be required to pay for any additional shipping options (such as express shipping).
69
