Since the beginning of 2015 we have been manufacturing and selling our products. Over the years, we have accumulated statistics on a wide range of issues, and we want to offer you our advice and expertise that, in our experience, will save you time and money.
We are happy to communicate with our users, but we are not always able to do it as quickly as we would have liked, so we have prepared these recommendations adherence to which will allow us to solve a question or a problem much faster.
Here are recommendations, which in 95% of cases will help to avoid contacting tech support of the Laboratory:
Just like radiocommunication, hydroacoustics has its physical limits and restrictions. The devices also have specifications and certain restrictions such as range limits, installation rules, transmission rate, etc. Please take these restrictions into account when planning and executing the work;
Most of these limitations and recommendations for the installation and use of the devices arising therefrom are listed in the User’s Manual. The latter is not overloaded with text and pictures, we definitely recommend you to read it before installing the devices and carrying out works on water.
What if thoughtful reading of the documentation has not solved the problem?
We ask you to do the following to resolve the matter as soon as possible:
Check that the housing of devices and appliances are not damaged in any way;
Provide photos of the device installation: how and where they are installed, what is located next to it or very close to it, preferably from different angles;
Provide serial numbers of the devices;
Make a short description of what was expected, what went wrong, where the work was carried out;
If possible, provide navigation system tracks, communication protocols, etc.
Send all of the above to firstname.lastname@example.org, and the engineer on duty will be in touch as soon as possible.
Response Time and Ways to Solve Problems
Applications are considered as soon as possible, no later than 12 hours from the time of application. Upon agreement, we will accompany you step by step with particularly important work and projects online;
If the information provided is sufficient, we will make recommendations to resolve the situation or ask clarifying questions;
If necessary, we will contact you by phone or using video link;
If the problem defies the laws of physics or violates the laws of Russian Federation or places of worksites – we are powerless here. Also, we will not be able to help if you expect unusual properties from the devices (not corresponding to the passport specifications);
If the device does actually break down (which happened a couple of times) we will carry out warranty or out-of-warranty repairs and try to provide a replacement, if any, for the duration of the repair.