S E R V I C E & M A I N T E N A N C E
Factory Service
Technical Questions for the ARC console
Arrakis Systems maintains a staff of friendly broadcast engineers, design engineers, and technicians who have many
years of in depth field experience in broadcasting. All of our technical resources are available to you to answer installa-
tion questions, solve problems, and repair equipment. If you have a question or problem, please feel free to call us. We
can not solve every problem, but our people are here to try.
Our customer support department is open from: 8AM - 4:30PM, Monday -Friday (except for Holidays)
Voice: 970-461-0730
Fax: 970-663-1010
email: support@arrakis-systems.com
IMPORTANT: Collect calls will not be accepted
Warranty Service for the ARC console hardware
Arrakis Systems will replace parts that fail due to defects in material or workmanship during the warranty period of the product. This warranty is extended
to the original owner only.
Arrakis Systems does not warranty equipment that has failed due to improper installation, abuse, or acts of nature. It is solely at the discretion of Arrakis
Systems as to whether a part is defective under warranty conditions.
Warranty Service Procedure for the ARC console hardware
Arrakis Systems assumes that its customers have on staff (or access to) competent technical personnel and adequate test equipment.
If a product fails, Arrakis will first seek to ascertain the problem over the phone and solve it at the modular replacement level where we find the specific
part(s) that have failed and repair or replace them. This is the least expensive and time consuming solution for you. Depending on the circumstances and at
our discretion, Arrakis will replace the specific PC board suspected to be at fault. If replacing PC boards does not resolve the problem, then the console is to
be returned to the factory where it will we repaired and returned to you. Repair time at the factory is normally two week days.
Shipping- The customer is responsible for payment for shipping to the factory. Parts returned to the factory freight collect will be refused. Return shipping
over and above the cost of UPS ground will be born by the customer. In the case of international shipments, all cost of shipping and duties are born by the
customer, both to and from the factory.
Under no circumstances will Arrakis replace a defective console with a replacement console.
IMPORTANT- Under no circumstances does Arrakis take any responsibility for non-factory technical expenses.
6.8
Technical Questions for the ‘Free’ Xtreme software included with the ARC console
Digilink Xtreme (ARC mode) software for the ARC console is provided at no charge and does not include the cost of telephone sup-
port. The software is specifically designed to be easy to use for people with average PC computer and radio industry experience.
Support is limited to the product manual and the on screen help system in the software itself. Refer to the Arrakis website at
www.arrakis-systems.com for updated training materials. In a case where telephone support is a necessity, Arrakis has per min-
ute and per incident support available that can be paid for by valid credit card. For comprehensive support and advanced automa-
tion features, the ‘Xtreme Solutions’ program may be purchased. Refer to the website or contact the factory for details.
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