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Product Support
X-Rite Product Warranty and Service Programs
X-Rite Customer Service agents can be reached via phone or fax from 8:00 A.M. to 5:00 P.M. EST, Monday through Friday (excluding U.S. national holidays). See phone/fax numbers below. NOTE: Help is available 24/7 on our web site www.x-rite.com Under the Support heading, you can find technical papers, application notes, and email links to Customer Service, as well as information on product registration and training.
Please remember to reference the model and serial number in any correspondence. When calling X-Rite directly, please have the instrument at hand. An X-Rite Customer Service agent will attempt to diagnose the source of the problem and determine remedial action. Before sending your instrument back to X-Rite, please secure a Return Authorization Number (RMA) from one of our Customer Service agents. On average, you can expect to be without your instrument for a little over a week: typical turnaround time for repairs is three to five working days with two additional days for return shipping.
Call 800-248-9748 option #1 or Email support: Industrial products
[email protected] Medical/Dental products
[email protected] Color Management products
[email protected] Graphic Arts/Printing products
[email protected] Retail products
[email protected]
x-rite.com
L15-013 (10/06) Printed in U.S.A.
Thank You For Purchasing An X-Rite® Instrument Your new X-Rite instrument represents the latest in micro-electronics, optical, and display technology. It is a rugged and reliable tool, whose design, performance, and quality are unsurpassed. To fully appreciate and protect your investment, we urge you to take a moment to read its operation manual.
Product Warranty
S ERVICE C ONTRACTS As long as your instrument is covered by any form of X-Rite warranty—new unit or repair—it is eligible for coverage under the Service Contract program. An X-Rite Service Contract includes: • • • • •
N EW P RODUCT L IMITED W ARRANTY
Unlimited normal usage repairs Free loaners (subject to availability) Priority loaner status First-in-line repair status One certification service per contract period NOTE: If a repair is needed, certification will be performed at the time of the repair.
X-Rite warrants each instrument we manufacture (excluding battery pack) to be free of defects in material and workmanship for a period of 12 to 36 months depending on the instrument. This warranty is fulfilled— at the option of X-Rite—by repair or replacement of any part or parts, free of charge (including labor), F.O.B. its factory or authorized service center.
• Unlimited technical support (see Support)
E XTENDED W ARRANTY
F LAT-R ATE R EPAIR S ERVICE
At the time you purchase your X-Rite instrument you may elect to take advantage of an extended warranty for those X-Rite instruments that come with a standard one-year warranty. For a nominal charge you can extend the standard one-year warranty on your instrument to a full three years.
Under this policy, you will be charged a fixed fee regardless of the defect found in the instrument. This flat-rate service includes:
Service Programs X-Rite offers the following service and support options to keep your instrument up to date and functioning after the original warranty period: Service Contracts Flat-Rate Repair Service Loaner Program Instrument Certification
Service Contracts may be purchased for out-of-warranty equipment, but the equipment must be certified and/or repaired before it is eligible for contract coverage. All instruments must be operational, mechanically complete, and unmodified.
• • • •
A complete overhaul of the instrument. A new calibration reference (where applicable). A new set of batteries (where applicable). Hardware and software upgrades to the latest specifications. If changes in software alter the function of the instrument, a new manual will be provided. NOTE: New features may be offered at an additional charge.
• 90-day limited warranty, excluding batteries. • Return shipping via two-day service (North America only). Next-day service is available upon request at additional cost.
To qualify for this service, the instrument must be mechanically complete and unmodified. Missing, modified, or damaged parts may result in additional expenses.
L OANER P ROGRAM (available in the U.S. only) X-Rite may provide you with a loaner instrument at no charge (except for shipping and handling) while your unit is in for repair. The program includes: • Shipping via UPS ground (other shipping options available for an additional fee). • When requests are made before 2:30 PM EST loaners will be shipped the same day, subject to availability.
I NSTRUMENT C ERTIFICATION Instruments may be returned for periodic certification. • The equipment will be tested and adjusted to meet factory specifications. • You must clearly indicate “certification” on the paperwork or Flat-Rate Repair will be performed. • Instruments that require repair in order to meet specifications will be processed under the Flat-Rate Repair program or Service Contract program. • Calibration standards should be returned with the instrument. Paper and film-based references will be replaced. Ceramic references will be recalibrated. • A statement of traceability for the reference and a certificate of performance will be returned with the instrument. • If an instrument is found to be defective within three months of certification, it may be repaired under the Flat-Rate Repair program, with the certification fees applied towards the FlatRate charges.
