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724-746-5500 | blackbox.com
724-746-5500 | blackbox.com
Page 123
Chapter 6: Troubleshooting
6. Troubleshooting
Black Box provides its customers with Technical Support that not only provides technical support and parts but also the following
additional services, as requested:
• Performance Evaluations
• Start-up Assistance
• Training
6.1 Technical Support
If a problem develops that cannot be resolved using this manual, contact Black Box Technical Support at 724-746-5500 or
info@blackbox.com.
When calling for Tech Support, it is important to have the following information readily available, (information is found on the
unit’s nameplate):
• Unit Model Number
• Black Box Sales Order Number
• Black Box Item Number
• Unit Serial Number
• Description of Problem
6.2 Obtaining Warranty Parts
Warranty inquiries are to be made through Black Box Technical Support at 724-746-5500 or info@blackbox.com. A service
technician at Black Box will troubleshoot the system over the telephone with a field service technician to determine the defect of
the part. If it is determined that the part may be defective, a replacement part will be sent.
A written (or faxed) purchase order is required on warranty parts. The purchase order must contain the following items:
• Purchase Order Number
• Unit Model No., Serial No. and Black Box Item No.
• Date of Order
• Black Box Stated Part Price
• Customer Billing Address
• Shipping Address
• Customer’s Telephone and Fax Numbers
• Contact Name
The customer is responsible for the shipping cost incurred for returning the defective part(s) back to Black Box. Return of defective
part(s) must be within 30 days, at which time an evaluation of the part(s) is conducted and if the part is found to have a
manufacturing defect a credit will be issued.
When returning defective part(s), complete the Return Material Authorization Tag and the address label received with the
replacement part.
See the Black Box Standard Warranty located in Chapter 1 of this manual.
6.3 Obtaining Spare/Replacement Parts
Spare and replacement parts requests are to be made through Black Box Technical Support. Contact us at 724-746-5500 or
info@blackbox.com.