Intek RheoVac 950A - Manual (Page 25)

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SECTION 5 — CUSTOMER SERVICE FROM THE
CONDENSER EXPERTS
Intek’s corporate philosophy is to help solve our customers’ difficult flow measurement
problems. When you purchase a RheoVac system you also receive Intek’s dedicated customer
service. For sales or product service, call your local representative or Intek directly at (614) 895-
0301 8AM to 5PM EST/EDT weekdays or fax us anytime at (614) 895-0319. E-mail inquiries
should be sent to [email protected] or [email protected]. Our customer service
staff will provide assistance promptly.
5.1 QUESTIONS ON EXISTING HARDWARE
To allow us to help you more quickly, please have the serial number of the equipment available
before you call.
5.2 TROUBLESHOOTING
If you have reviewed SECTION 4.3 TROUBLESHOOTING and have questions, please call our
experienced engineers for assistance. In many cases we can solve a problem over the phone.
Please provide as complete a description as possible of the problems encountered.
5.3 FACTORY AND FIELD SERVICE
If you request field service to help with condenser performance problems, Intek has, for a fee,
experienced engineers who can be assigned to meet your needs. For RheoVac instrument related
questions, if a problem cannot be solved over the phone, with your help, we will determine if
factory service or field service will be the best solution. When returning instruments/probes for
factory service be sure to carefully pack the instrument/electronics; extra care should be taken to
protect the probes from damage in shipment. Use the factory supplied PVC probe protection
tube and custom shipping box for probes when possible.
To request factory service on your instrument, a Return Material Authorization (RMA) and
purchase order is required. Our customer service staff will assist you with the required
information to return equipment for service.
5.4 NEW EQUIPMENT AND SERVICES
For information on Intek’s power plant instruments and services, such as new RheoVac system,
condenser flow and fouling meters, liquid or gas flow meter or flow switches, circulating water
flow and fouling meters or condenser inspection, analysis, or monitoring services, contact the
Intek technical sales department by phone/fax/email. Our staff will be pleased to answer all
questions and provide our recommended solutions, instruments, or services.
Intek has developed unique solutions for plants experiencing problems with dissolved oxygen,
heat rate and excessive backpressure. We provide comprehensive condenser diagnostic and
report services. Plant and RheoVac data is automatically transmitted to Intek and results are
published via online reporting and regular hard copy reports. Please call us to discuss your
observations, concerns, and needs.