Installation guide
ProMedia-100 Manual Page 11
5.2 When Calling for Assistance
Please be prepared to provide the following information:
1. A complete description of the problem, including the following points:
a. The nature and duration of the problem.
b. Situations when the problem occurs.
c. The components involved in the problem.
d. Any particular application that, when used, appears to create the problem
2. An accurate list of Waters Network Systems product model(s) involved. Include the date(s) that
you purchased the products from your supplier.
3. It is useful to include other network equipment models and related hardware, including personal
computers, workstations, terminals and printers; plus, the various network media types being
used.
4. A record of changes that have been made to your network configuration prior to the occurrence
of the problem is also helpful. Any changes to system administration procedures should all be
noted in this record.
5.3 Return Material Authorization (RMA) Procedure
All returns for repair must be accompanied by a return material authorization (RMA) number. To
obtain an RMA number, call Waters Network Systems’ customer service at 800.328.2275 during business
hours of 8:00 am to 5:00 pm (CT) or email carolynl@watersnet.com
. When calling, please have the
following information readily available:
Name and phone number of your contact person
Name of your company/institution
Your shipping address
Product name
Packing list number (or sales order number)
Failure symptoms, including a full description of the problem
Waters Network Systems will carefully test and evaluate all returned products, will repair products
that are under warranty at no charge, and will return the warranty-repaired units to the sender with
shipping charges prepaid (see warranty information at the end of this manual for complete details).
However, if Waters cannot duplicate the problem or condition causing the return, the unit will be returned
as: No problem found.
Waters Network Systems reserves the right to charge for the testing of non-defective units under
warranty. Testing and repair of product that is not under warranty will result in a customer (user) charge.
5.4 Shipping and Packaging Information
Should you need to ship the unit back to Waters Network Systems, please follow these instructions:
Package the unit carefully. It is recommended that you use the original container if available. Units
should be wrapped in a "bubble-wrap" plastic sheet or bag for shipping protection. (You may retain all
connectors and this installation guide.) Caution: Do not pack the unit in Styrofoam "popcorn" type
packing material. This material may cause electro-static shock damage to the unit.
Clearly mark the return material authorization (RMA) number on the outside of the shipping container.
Waters Network Systems is not responsible for your return shipping charges.