User's Manual

D. Customer Service D-1

Appendix D. Customer Service

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/.

D.1 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 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 at (805) 252-2133

from 5:00 p.m. to 10:00 p.m. Pacific Time, Monday to 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.

D.2 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