User's Manual

VX 680 INSTALLATION GUIDE 53
CHAPTER 5
VeriFone Service and Support
For VX 680 terminal problems, contact your local VeriFone representative or
service provider.
For VX 680 product service and repair information:
• USA – VeriFone Service and Support Group, 1-800-VeriFone (837-4366),
Monday - Friday, 8 A.M. - 8 P.M., Eastern time
• International – Contact your VeriFone representative
Returning a
Terminal or
Smart Battery
for Service
Before returning a VX 680 terminal, smart battery, or Base Station to VeriFone,
you must obtain an MRA number. The following procedure describes how to
return one or more VX 680 terminals, smart batteries, or Base Stations for repair
or replacement (U.S. customers only).
To Return a Terminal
for Service
1 Get the following information from the printed labels on the bottom of each
VX 680 terminal, smart battery, or sled module to be returned:
• Product ID, including the model and part number. For example, “VX 680”
and “M268-XXX-XX-XXX-2.”
• Serial number (S/N nnn-nnn-nnn)
2 Obtain the MRA number(s) by completing one of the following:
a Call VeriFone toll-free within the United States at 1-800-VeriFone and
follow the automated menu options.
• Select the MRA option from the automated message. The MRA
department is open Monday to Friday, 8 A.M.–8 P.M., Eastern Time.
• Give the MRA representative the information you gathered in Step 1.
If the list of serial numbers is long, you can fax the list, along with the
information gathered in Step 1, to the MRA department at 727-953-
4172 (U.S.).
b Address a fax to “VeriFone MRA Dept.” with the model and part number(s)
• Include a telephone number where you can be reached and your fax
number.
NOTE
Customers outside the United States are advised to contact their local VeriFone
representative for assistance regarding service, return, or replacement of
terminals or batteries.