Product Support: Creating a New Ticket
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1. Verify your information
- Click My Account from the account menu to view account details
- Verify that you have a valid email address and that the Notify box is checked
- If changes are made, clickApply
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2. Choose monitor for service
- Select Monitors from the top navigation
- Click on a device to see it's details and tickets.
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3. Create a Support Ticket
- Click Request Support to create a ticket
- In the text box that appears, describe the issue(s) you are having
- Click Submit Request
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4. Confirm New Support Ticket
Your ticket will appear atop any other tickets created by users within your organization.
- Click on the Ticket ID for details
- You can also click Support in the menu
- Then click on the Ticket ID for details
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5. RMA created by Spectros Instruments
- The Ticket Detail page displays updates to the ticket
- A link to the RMA will appear when once it has been created
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6. Fill Out RMA Form
The RMA form requires a location for return.
- Select a previous address or fill out a new address
- Click Next
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7. Complete and Submit RMA Form
- Choose or enter a new billing contact
- Check all items that you are including in your shipment
- Enter any special delivery instructions
- Read and accept the terms
- Click Submit Return
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8. Your return is processing
- A message appears, confirming that the ticket has been sent
- Once a technician is assigned, you will receive an email to confirm that your maintenance has begun
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9. Your return request was received. Prepare items to Ship
Please verify the information on your RMA document and ensure that all checked items are included in your shipment.
- Click the Download RMA Documentlink to open your RMA document, then print it
- The printed RMA document must be included in the package with your device
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10. How to Package Your Monitor for Shipping
Ship each individual monitor using1:
- A cardboard box in solid structural condition
- General dimensions: 24in L x 18in W x 12 in H.
- Using acceptable packaging materials and tape (see below)
In addition to the box and packaging, the monitor may also be shipped inside a hard-shell case.
NO multizone monitor will be accepted for repair if it is shipped without packaging, whether or not it is inside a cardboard box or hard-shell case.
Acceptable packaging materials include:
- Coarse Bubble wrap (5/16 in. to 1/2 in. bubbles will protect your equipment better)
- Heavyweight kraft paper intended for shipping (see links to some options below)
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Suggested packaging material2:
- Bubble wrap: U-Line | Paper Mart | Amazon
- Kraft paper: U-Line | Paper Mart | Amazon
- Packing tape: Staples | Paper Mart | Amazon
DO NOT use styrofoam peanuts or other random materials to fill up space.
- SHIPMENT; DELIVERY; FORCE MAJURE: The method of shipment and carrier shall be selected by Seller. UPS is the preferred method. Unless otherwise agreed to in writing by the parties, shipment and delivery of the Products shall be F.C.A. Seller's facility (INCOTERMS 2010) whereupon title and risk of loss is transferred to Buyer. Buyer agrees to inspect all products against shipping papers and for damages or shortage upon receipt of goods at destination. Every claim for loss, damage in transit, or other cause visible upon inspection shall be made with carrier. Claims for shortage must be made within thirty (30) days of receipt. All shipment, insurance or similar charges shall be borne by Buyer. At Seller's option, Products may be shipped in advance of the requested shipment date or in installments. All delivery information (including time for shipment) is approximate. Seller's sole responsibility is to use reasonable commercial efforts to meet specified shipment dates. Buyer expressly absolves Seller from any liability for any loss or damage resulting from a failure to deliver or delays in delivery caused by any conditions related to, or caused by, failure to process or inaccurate processing of time-sensitive information and/or mechanisms, a labor dispute (e.g. strike, slowdown or lockout), fire, flood, governmental act or regulation, riot, inability to obtain supplies or shipping space, plant breakdown, power failure, delay or interruption of carriers, accidents, acts of God or other causes beyond Seller's control.
- Spectros Instruments does not promote or endorse products from any of the suggested options. These links are to examples of the type of materials that are acceptible for shipping.
