Support And Repair; Technical Support; Repair And Obtaining An Rma Number; Temporal Abandoning And Scrapping - Photon Focus MV4 Series User Manual

Support and Repair

This chapter describes the product support and repair.

19.1 Technical Support

First level technical support is given from the sales department of Photonfocus or your local
dealer. In case your issue could not be solved in this way Photonfocus support team takes over.
The Photonfocus support team is available via email: support@photonfocus.com. For an
efficient handling of your case we need the following information from you:
1. Camera model name,
2. Camera serial number and
3. Detailed description of the issue.
With the camera name and serial number we can determine the exact product status in our
production data base. Without these numbers we cannot provide support for your issue.
Before mailing the support make sure that your description is based on the latest revision of
the camera manual and driver software. The camera manual and the latest driver software can
be downloaded from the Photonfocus homepage: www.photonfocus.com. Perform a factory
reset to be sure that the issue is not caused by your application settings or application
software.
In cases you need sales support contact the Photonfocus sales team via email:
<sales@photonfocus.com>.

19.2 Repair and obtaining an RMA Number

Whenever you want to return a camera to Photonfocus contact first the Photonfocus support
to be sure that the camera has to be repaired. In a repair case you will get from Photonfocus a
Return Material Authorization (RMA) number. The RMA number must be stated in your
delivery documents. Please send us together with the RMA a detailed description of the error.
In a warranty case we will repair the camera and return the camera to you with a repair report.
In cases without warranty we determine the effort to repair the camera. Before repair we will
send you an offer for the repair costs. With your acceptance the camera will be repaired and
shipped back to you. The repair will be documented in a repair report.

19.3 Temporal Abandoning and Scrapping

If you want to take the camera temporally out of service close the optical interface with the
camera body cap and store the camera in the camera transport package or comparable
package. Best practice is to seal the camera in an anti-static plastic bag
If you scrap your vision system or machine be aware that this camera must be disposed of in
compliance with the directive 2002/96/EC on waste electrical and electronic equipment (WEEE).
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