User's Manual

V
E
R
I
F
O
N
E
C
O
N
F
I
D
E
N
T
IA
L
R
E
V
I
S
I
O
N
A
.
3
VX 685/VX 690 INSTALLATION GUIDE 35
CHAPTER 5
Service and Support
For any problems on your terminal, contact your local VeriFone representative or
service provider.
For product service and repair information:
• USA – VeriFone Service and Support Group, 1-800-834-4366,
Monday - Friday, 8 A.M. - 8 P.M., eastern time.
• International – Contact your VeriFone representative.
Service Returns
Before returning the terminal to VeriFone, you must obtain a Merchandise Return
Authorization (MRA) number. The following procedure describes how to return
one or more terminals for repair or replacement (U.S. customers only).
1 Gather the following information from the printed labels on the bottom of each
terminal to be returned:
• Product ID, including the model and part number. For example, “VX 690”,
“m260-xxx-xx”, and “PTID xxxxxxxx.”
• Serial number (S/N xxx-xxx-xxx).
2 Obtain the MRA numbers by completing the following:
• Call Verifone within the United States toll-free at 1-800-VeriFone and
follow the automated menu options.
• Select the MRA option from the automated message. The MRA
department is open Monday–Friday, 8 A.M.–8 P.M., Eastern time.
• Give the MRA representative the information 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 1-727-953-
4172 (U.S.).
• Address the fax clearly to the attention of the “VeriFone MRA Dept.”
Include a telephone number where you can be reached and your fax
number.
• Complete the Inquiry Contact Form at http://www.verifone.com/aboutus/
contact/contact_form.cfm.
NOTE
International customers, please contact your local VeriFone representative for
assistance with your service, return, or replacement.