CXR Larus Customer Service

WARRANTY INFORMATION

CXR Larus prides itself on having product quality and reliability unparalleled in the industry.

Most CXR Larus products are warranted to be free from defects in material and workmanship for a minimum period of one year from date of shipment, when given proper installation and maintenance. Several of our products offer free two year warranties, including our CXR Halcyon Test Equipment products, and our models 6800 and 6850 Next Generation NTP/PTP 1588V2 Server products. Extended warranties for all products are available, contact our Sales Department for more details on this opportunity.

For specific warranty information, consult the user's manual or practice that came with your product, or contact Customer Service for details.

To view the official CXR Larus Warranty Policy Document, CLICK HERE

CUSTOMER FEEDBACK

CXR Larus actively solicts customer feedback on its products and services. Communicating ensures that CXR Larus will do everything possible to meet your expectations and needs. To help in this process, please fill out the Customer Satisfaction Survey eform (Adobe Acrobat document). Once submitted, the form is automatically sent to our Director of Quality Assurance for review.

NOTE: In order to use the PDF eforms, Adobe Acrobat Reader 6.0.2+ must be on the computer system in use. Another option is to print the eform and fax it to 408-573-2708 or email comments to: DCole@cxrlarus.com.

Adobe® Acrobat® ReaderTM is free software that lets you view and print Adobe Portable Document Format (PDF) files. Click the logo to download it.

RETURNING EQUIPMENT TO CXR LARUS (Includes the following CXR HALCYON Test Equipment Products: 704A-410, 704A-430, 704A-460, 704A-PKG2, 704A-NTS1, 704A-NTS2, 756A-02, 756A-07, 764A-024)

For other CXR HALCYON Test Equipment products, see next section

If you have a Larus, US purchased CXR-AJ, CXR Larus product, or the above CXR Halcyon products which requires repair, contact CXR Larus first to obtain a Return Material Authorization (RMA) number prior to returning the product. This can be done either by telephone or by submitting an on-line e-form.

NOTE: Chargable, out of warranty repairs must be paid for by Visa or Mastercard, or a company Purchase Order (PO) before the product is returned. An estimate will be given for all charges prior to work performed.

In-Warranty units that are found to be defective are either repaired or replaced at our option. The customer is responsible for shipping charges for all product returned to us, CXR Larus pays the shipping charges for the returned product back to the customer.

Our standard turn around time for repairs is 15 working days from receipt of the product, or either received payment or PO in the case of out of warranty repairs. In some cases loaner units may be available for critical situations. Contact the factory for information.

All CXR Halcyon products are repaired and calibrated by TesCom at their facility in San Jose, California, or in Austin, Texas.

RETURNING DISCONTINUED CXR HALCYON PRODUCT FOR REPAIR OR CALIBRATION:

This affects the following CXR Halcyon Model numbers:
5200-17, 5200-100, 5265, 701A, 704A-200, 704A2, 710B, 705, 702B

Effective July 5, 2006, the repair and calibration of the above manufacturer discontinued CXR Halcyon test equipment products are being handled by TesCom of Austin, Texas. (READ PRESS RELEASE HERE). They are a professional service organization and offer the same seamless support you have received in the past from CXR Larus. Please contact them at 1-800-888-1978 for Return Material Authorization (RMA) information, or check their website at :www.tescomusa.com

CONTACT CXR LARUS BY TELEPHONE

Prior to placing the call, have the following information available for the Customer Service Representative:

1. The model number of the product.
2. The List number and Issue number if a Larus product.
3. The serial number.
4. The customer contact information; Name, Telephone number, email address.

To contact CXR Larus Customer Service, call the main telephone number at 408-573-2700 and ask for Customer Service. Customer Service hours are 8:00 AM to 5:00 PM Pacific Time, Monday through Friday. CXR Larus can also be contacted through fax at 408-573-2708.

CONTACT CXR LARUS ON-LINE

The RMA Request e-form is for requesting an RMA number. Please follow the specific sending options available at the end of the document. You can also contact Customer Service by email. Submit your information to rma@cxrlarus.com or print the e-form and fax it to 1- 408-573-2708.