Intek RheoVac DR User Manual

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SECTION 5 — CUSTOMER SERVICE

Intek's corporate philosophy is to help solve our customers’ difficult flow measurement problems. When
you purchase a RheoVac DR 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 sales@intekflow.com
or techsupport@intekflow.com. Our customer service staff will provide assistance promptly.

5.1

QUESTION 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 4.4 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 vacuum system performance problems, Intek has, for a fee,
experienced engineers available to meet your needs. For RheoVac DR 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
instruments for service.

5.4

NEW EQUIPMENT AND SERVICES

For information on Intek’s other instruments and services, such as a new RheoVac DR system, cooling
water flow and fouling meters, liquid or gas flow meter or flow switches, dryer system 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.

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