Section 6: Customer Service
6-1
Moseley SL9003Q
602-12016-01 Revision J
6. Customer Service
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 (805) 968-9621 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 through 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.
6.3 Factory
Service
Arrangements for factory service should be made only with a Moseley technical service
representative. You will be given a Return Authorization (RA) number. This number will
expedite the routing of your equipment directly to the service department. Do not send any
equipment to Moseley Associates without an RA number.
When returning equipment for troubleshooting and repair, include a detailed description of
the symptoms experienced in the field, as well as any other information that well help us fix
Summary of Contents for Starlink SL9003Q
Page 86: ...5 22 Section 5 Module Configuration Moseley SL9003Q 602 12016 01 Revision J ...
Page 90: ...6 4 Section 6 Customer Service Moseley SL9003Q 602 12016 01 Revision J ...
Page 110: ...A 10 Appendix A Path Evaluation Information Moseley SL9003Q 602 12016 01 Revision J ...
Page 118: ...D 2 Appendix D Microvolt dBm Watt Conversion 50 ohms Moseley SL9003Q 602 12016 01 Revision J ...
