|
Please contact our helpdesk / customer
support department if you experience any problems with our
products or if you need service or repair. Please read the below
information before contacting us so that we can give you the best
and quickest service possible.
|
Having Trouble With a Product? |
If you experience any technical problems with any of our products,
please check the following before contacting us:
• Check the type designation sign on the unit and write down all
relevant data. Also check if there is an embossed manufacturing
number (normally
found in the drive end of the unit) and write it down.
• If there is no type designation sign, write down the features of
the unit, e.g. type of product (actuator, linear motion system,
etc), number of
carriages (trolleys) or type of rod end, stroke length, profile
size, transmission (belt, screw), motor type and size, etc.
• Another great help for us is if you can tell us the order number
for the unit (see the delivery note).
• What is the load and speed of the unit?
• Try to specify the type of problem(s) (e.g. vibrations, noise,
etc.) and under what kind of conditions the problem is occurring.
• Is the unit running under extreme conditions (outdoor, high or low
temperatures, dirty or moist environment, etc.)?
|
Need To Return a Unit To Us For
Service or Repair? |
If you need to return a product to us, please follow the procedure
described below.
1. First follow the above instructions in the section "Having
trouble with a product?".
2. Contact our helpdesk / customer support.
3. If the product needs to be returned you must first fill out a
CARA or CARL form. The correct form will be send to you by the
helpdesk staff.
4. Send the CARA/CARL form to us. In return you will get a RMT-number
(Return Material Ticket).
5. Send us the product together with a copy of the CARA/CARL-form
with the RMT-number filled in.
6. When the product arrives to us we will check it and tell you if
it is covered by the warranty or not and what can be done to fix
the problem. For
products not covered by the warranty we will charge you for the
transportation costs plus a check charge of 40 EUR per product being
returned
which is a fixed charge for the time we spend to check the product.
This cost will be charged even if the product can not be repaired.
|
