ISR 12-LO • IGAR 12-LO Operating Manual General • 7
1.4 Unpacking the Instrument
Thoroughly inspect the instrument upon delivery to purchaser. Check all materials in the
container against the enclosed packing list. LumaSense Technologies cannot be responsible for
shortages against the packing list unless a claim is immediately filed with the carrier. The
customer must complete final claim and negotiations with the carrier.
Save all packing materials, including the carrier’s identification codes, until you have inspected
the pyrometer and find that there is no obvious or hidden damage. Before shipment, the
pyrometer was examined and has been tested. If you note any damage or suspect damage,
immediately contact the carrier and LumaSense Technologies, Inc.
1.5 Service Request, Repair, or Support
Contact LumaSense Technologies Technical Support in case of a malfunction or service request.
Provide clearly stated details of the problem as well as the instrument model number and serial
number. Upon receipt of this information, Technical Support will attempt to locate the fault
and, if possible, solve the problem over the telephone.
If Technical Support concludes that the instrument must be returned to LumaSense Technologies
for repair, they will issue a Return Material Authorization (RMA) number.
Return the instrument upon receipt of the RMA number, transportation prepaid. Clearly
indicate the assigned RMA number on the shipping package exterior. Refer to Section 1.6,
Shipments to LumaSense for Repair, for shipping instructions.
Technical Support can be contacted by telephone or email:
Santa Clara, California
• Telephone: +1 408 727 1600 or +1 800 631 0176
• Email: support@lumasenseinc.com
Frankfurt, Germany
• Telephone: +49 (0) 69 97373 0
• Email: eusupport@lumasenseinc.com
Erstein, France
• Telephone +33 (0)3 88 98 98 01
• Email: eusupport@lumasenseinc.com
1.6 Shipments to LumaSense for Repair
All RMA shipments of LumaSense Technologies instruments are to be prepaid and insured by
way of United Parcel Service (UPS) or preferred choice. For overseas customers, ship units air-
freight, priority one.
The instrument must be shipped in the original packing container or its equivalent. LumaSense
Technologies is not responsible for freight damage to instruments that are improperly packed.
Contact us to obtain an RMA number (if Technical Support has not already assigned one).
Clearly indicate the assigned RMA number on the shipping package exterior.
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