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FAQ's
Contact
Q: Where is the headquarters for ESI Global Support?
A: ESI's Global Support is headquartered in Portland, Oregon.
Q: What is my designated ESI Regional Support Center location?
A: The European Support Center covers all of Europe and the Middle East, the North America Support Center covers all of the Americas and Asia is divided into five dedicated Regional Support Centers (Japan, Korea, China, Taiwan and Southeast Asia). ESI Locations
Policies
Q: How can I submit a request for service?
A: To request support and/or service for your ESI product, please contact the ESI Support Center in your region.
Q: What are your standard hours of operation?
A: Normal hours of operation are Monday through Friday 8am to 5pm, Pacific Time.
Q: What are the terms of a standard systems warranty? Parts warranty?
A: Service Terms and Conditions, Parts Terms and Conditions and Systems Terms and Conditions.
Q: What is covered in Preventive Maintenance?
A: Periodic, proactively scheduled inspection, cleaning, adjustment and maintenance to ESI Standards. To obtain detailed Preventative Maintenance information regarding a specific product, please contact the ESI Support Center in your region.
Q: What is covered in a Comprehensive Service Contract?
A: Top priority status for dedicated Phone Support, Onsite Repair – including parts, labor (time/expenses) and Preventative Maintenance on covered systems for a period of one year.
Typical service offerings include the following:
i. Highest level priority for parts and labor
ii. Parts required to maintain optimal system performance within ESI specifications
iii. Semi annual (2) Preventative Maintenance visits
iv. On-site support
v. Telephone support
vi. All travel and expenses
vii. Access to regional spare parts inventory
Options may vary, depending on specifications of contract.
Parts
Q: How do I order replacement parts?
A: To order replacement parts, contact the ESI Support Center in your region.
Q: How do I get a Return Material Authorization (RMA) number?
A. Contact the ESI Support Center in your region. Provide the ESI Customer Service Representative with required information (contact information, system type, system serial number and part number)
Q: Where should I ship defective parts?
A: After receiving and RMA number (see above), ship the part to the ESI factory (located in Portland, Oregon, USA). Please make sure that the RMA number is marked clearly on the outside of the packaging for each RMA. It is mandatory that a completed copy of the RMA form including failure information is included in the package with the part.
Q: How do I pack a board?
A: Returned material should be shipped back in its original container or the packaging in which the replacement part was sent. In the case of a circuit board this would include enclosing the part in an anti-static bag with proper closure, including appropriate packing material to ensure the goods are not damaged in shipping.
Training
Q: What product training is available to customers?
A: ESI Training Catalog.
Q: How can I view the current class schedule?
A: ESI Customer Training Schedule.
Q: How do I register for an existing class, or request a new class or location?
A: Complete the ESI Training Request Form. Check the appropriate enrollment box and email to the Training Administrator.
Q: How do I submit a request for additional training information?
A: Submit questions or comments about ESI’s training program via the web input field located on the Support Training page.
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