User manual

6-2 Section 6: Customer Service
Moseley SL9003Q 602-12016 Revision G
6.1 Introduction
Moseley Associates will assist its product users with difficulties. Most problems can be resolved
through telephone consultation with our technical service department. When necessary, factory
service may be provided. If you are not certain whether factory service of your equipment is
covered, please check your product Warranty/Service Agreement.
Do not return any equipment to Moseley without prior consultation.
The solutions to many technical problems can be found in our product manuals; please read
them and become familiar with your equipment.
We invite you to visit our Internet web site at http://www.moseleysb.com/.
6.2 Technical Consultation
Please have the following information available prior to calling the factory:
• Model number and serial number of unit;
• Shipment date or date of purchase of an Extended Service Agreement;
• Any markings on suspected subassemblies (such as revision level); and
• Factory test data, if applicable.
Efficient resolution of your problem will be facilitated by an accurate description of the problem
and its precise symptoms. For example, is the problem intermittent or constant? What are the
front panel indications? If applicable, what is your operating frequency?
Technical consultation is available at [phone] from 8:00 a.m. to 5:00 p.m., Pacific Time,
Monday through Friday. During these hours a technical service representative who knows your
product should be available. If the representative for your product is busy, your call will be
returned as soon as possible. Leave your name, station call letters if applicable, type of
equipment, and telephone number(s) where you can be reached in the next few hours.
Please understand that, in trying to keep our service lines open, we may be unable to provide
“walk-through” consultation. Instead, our representative will usually suggest the steps to resolve
your problem; try these steps and, if your problem remains, do not hesitate to call back.
After-Hours Emergencies
Emergency consultation is available through the same telephone number from 5:00 p.m. to
10:00 p.m. Pacific Time, Monday to Friday, and from 8:00 a.m. to 10:00 p.m. Pacific Time on
weekends and holidays. Please do not call during these hours unless you have an emergency
with installed equipment. Our representative will not be able to take orders for parts, provide
order status information, or assist with installation problems.