INFICON STM-2 USB Thin Film Rate/Thickness Monitor - Manual (Page 16)

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STM-2 Operating Manual
1.3 How To Contact INFICON
Worldwide customer support information is available under Support >> Support
Worldwide at
www.inficon.com :
 Sales and Customer Service
 Technical Support
 Repair Service
When communicating with INFICON about STM-2, please have the following
information readily available:
 the Sales Order or Purchase Order number of the STM-2 purchase.
 the version of STM-2 software (see section 3.3.3.1 on page 3-18 or section
4.3.7 on page 4-18 ).
 the version of Windows operating system.
 adescription of the problem.
 an explanation of any corrective action that may have already been attempted.
 the exact wording of any error messages that may have been received.
1.3.1 Returning STM-2
Do not return any component of STM-2 to INFICON before speaking with a
Customer Support Representative and obtaining a Return Material Authorization
(RMA) number. STM-2 will not be serviced without an RMA number.
Packages delivered to INFICON without an RMA number will be held until the
customer is contacted. This will result in delays in servicing STM-2.
If returning STM-2 with a crystal sensor or another component potentially exposed
to process materials, prior to being given an RMA number, a completed Declaration
Of Contamination (DOC) form will be required. DOC forms must be approved by
INFICON before an RMA number is issued. INFICON may require that the
component be sent to a designated decontamination facility, not to the factory.