Customer/Product Support - Siemens 353 User Manual

UM353-1B

1.3 CUSTOMER/PRODUCT SUPPORT

Support is available through an online Support Request service; a link is provided in the table at the end of this
section.
When contacting Siemens for support:
•
Please provide complete product information:
•
For hardware, this information is provided on the product nameplate (part number or model number,
serial number, and/or version).
•
For most software, this information is given in the Help > About screen.
•
If there is a problem with product operation:
•
Is the problem intermittent or repeatable? What symptoms have been observed?
•
What steps, configuration changes, loop modifications, etc. were performed before the problem
occurred?
•
What status messages, error messages, or LED indications are displayed?
•
What troubleshooting steps have been performed?
•
Is the installation environment (e.g. temperature, humidity) within the product's specified operating
parameters? For software, does the PC meet or exceed the minimum requirements (e.g. processor,
memory, operating system)?
•
A copy of the product Service Instruction, User's Manual, or other technical publication should be at hand. The
Siemens public Internet site (see the table) has current revisions of technical literature, in Portable Document
Format, for downloading.
•
To send an instrument to Siemens for warranty or non-warranty service, call Repair Service and request a
Return Material Authorization (RMA).
An instrument must be thoroughly cleaned (decontaminated) to remove any process
materials, hazardous materials, or blood-borne pathogens prior to return for repair. Read
and complete the Siemens RMA form(s).
The Siemens public Internet site has current revisions of technical literature, in Portable Document Format (,pdf),
for downloading.
For support and the location of your local Siemens representative, refer to the table below for the URL of the
Process Instrumentation portion of the Siemens public Internet site. Once at the site, click Support in the right
column and then Product Support. Next select the type of support desired: sales, technical (see the table below),
documentation, or software.
Online Support Request
Technical Support
Customer Service & Returns
Public Internet Site
Technical Publications
in PDF
April 2012
IMPORTANT
http://www.siemens.com/automation/support-request
1-800-333-7421; 8 a.m. to 4:45 p.m. eastern time, Monday through Friday (except
holidays)
1-800-365-8766 (warranty and non-warranty)
http://www.usa.siemens.com/pi
Click the above link to go to the Siemens Internet site and then click Process
Instrumentation. In the column to the right, click Support > Manuals. In the
column to the left, select the product line (e.g. Pressure or Temperature or
Controllers) to open navigation and search panes. Note: Navigation may change as
the site evolves.
Introduction
1-7