MCS640 Thermal Imager Manual General • 7
1.6 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 1.7, 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
1.7 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 one has not already been assigned by Technical Support). Clearly
indicate the assigned RMA number on the shipping package exterior.
Send RMA Shipments to your nearest technical service center:
Worldwide customers (except Europe) should
send RMA Shipments to:
European customers should
send RMA Shipments to:
LumaSense Technologies, Inc.
3301 Leonard Court
Santa Clara, CA 95054 USA
Telephone: +1 408 727 1600
+1 800 631 0176
Email: support@lumasenseinc.com
LumaSense Technologies GmbH
Kleyerstr. 90
60326 Frankfurt
Germany
Telephone: +49 (0) 69 97373 0
Email: eusupport@lumasenseinc.com
1.8 Transport, packaging, storage
With faulty shipping, the instrument can be damaged or destroyed. To transport or store the instrument,
please use the original box or a box padded with sufficient shock-absorbing material. For storage in humid
areas or shipment overseas, the device should be placed in welded foil (ideally along with silica gel) to protect
it from humidity.
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