Equipment and symptoms
Prepare model, serial number, version and symptoms without uploading full research data.
Purchasing and service
When equipment needs help
know the next step
Check the product scope and return preparation before contacting technical support or starting a service request.
Explore by product type
Different components
need different handling
Select a component type to see what to prepare. Confirm actual warranty and return conditions against the order and service policy.
Record the equipment details
Start with model, serial number, purchase details and symptoms. Check the selected product’s warranty, scope and out-of-warranty arrangements.
Return request window: 14 days. Eligibility and resolution are reviewed with the order in the service request.
Include equipment and version
Prepare software name, version, equipment configuration and error information. Discuss installation or use, with license and service changes handled under the applicable arrangements.
Clarify use and exposure first
Describe use separately for fibers, connectors and implanted or single-use components. Obtain receiving instructions for opened, custom or biologically exposed items.
Before returning equipment
Confirm first
then return
Data and safety
Follow shutdown and backup guidance, and check cleaning and biological exposure.
Receipt and transport
Confirm receiving and packing instructions before shipping.
Service routes
Access service
and request progress
Sign in with your existing account to submit a request and use its reference to review orders, progress and documents. The stages below explain what to expect.
Signed-in service portal
Use your existing account for service requests and related order documents.
Understand request progress
Open the relevant reference in your signed-in service list to view review, repair, delivery and settlement information.
Submission and review
Describe the product, order and symptoms. Review establishes the service type and conditions; reply with any requested information.
Receipt and repair
Ship only after receiving instructions. Repair progress distinguishes awaiting return, received awaiting repair, and repair in progress.
Delivery and settlement
Review return delivery after repair. Exchanges and refunds follow their actual logistics and financial records.
Completion and further support
Keep the request reference, delivery and service documents. Include the reference when asking a related follow-up question.