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 SHOWCASING THE GENERAL DYNAMICS ITRONIX “ONE CALL” CLIENT CARE CENTER |
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1-800-638-9270, Option 2
Our commitment at General Dynamics Itronix is to provide you, our client, with both the products and support services necessary for success in your enterprise. The General Dynamics Itronix Client Care Center strives to consistently provide world-class service and continues to make improvements thanks to the valuable input and ideas from our customer base. To provide the wide range of services we offer, we've deployed a substantial worldwide customer support organization.
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| HOW TO ENGAGE CLIENT CARE CENTER—US |
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The convenient General Dynamics Itronix Care Center (CCC) number 800-638-9270, Opt 2 provides a one-call solution for technical service support 5am to 5pm Pacific, Monday through Friday (excluding holidays) for:
- Troubleshooting hardware and RMA creation
- Placing unit, part or accessory orders
- Status updates on orders or service repair
- Shipping information or prepaid labels
- Delivery confirmation
*** Please have your equipment serial number available ***
Alternatively, you may e-mail us at ccc@gd-itronix.com or enter your service request at https://ebusiness.itronix.com/servenet_us/. icareServeNet, General Dynamics Itronix’ web portal, provides 7x24 access to create RMA’s, check the status of Service Requests, or to search the knowledgebase. This service does require registration for user-id and password, which the CCC can set up when you call.
NOTE: For support and queries in Europe, Middle East and Africa, please Click Here or call +44 (0)24 7671 4800
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| SHIPPING—US |
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- To ship product or hardware in for service, ship to:
General Dynamics Itronix RMA # (______________)
12825 E. Mirabeau Parkway
Spokane Valley, WA 99216 NOTE: RMA number is assigned when you contact us in step above
NOTE: Shipping account # given when you contact us in step above
- To call the GD-Itronix preferred carrier for pickup:
Call DHL at 1-800-225-5345
Do not add insurance
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| PACKAGING INSTRUCTIONS—US |
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It’s important that your computer equipment be packaged to avoid damage in shipping. Such damage may not be covered and repairs may be delayed. WHERE GD-ITRONIX PACKAGING IS AVAILABLE
If you still have the original packaging material, or you have received a hot swap replacement under our Diamond Service program, use this material to package the computer equipment you are returning for service.
ALTERNATE PACKAGING
If you do not have the original packaging material or box, please pack equipment as follows:
- Completely wrap computer equipment in two layers of 'bubble-wrap' or ½ inch thick foam. (Suitable packing material can be purchased at your local shipping, or office supply store).
- Place the wrapped equipment in a suitable shipping box, using foam or newspaper to center the equipment in the box and prevent both horizontal and vertical movement during shipping.
- Ensure the RMA number is written legibly on the outside of the shipping container.
DO NOT USE FOAM PEANUTS. This material is not anti-static and could damage the electronic components, thereby voiding the warranty.
NOTE: GD-ITRONIX ASSUMES NO LIABILITY FOR LOSS OR DAMAGE IN TRANSIT
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| ESCALATION—US |
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GD-Itronix strives to be the client’s one call resolution center providing the most efficient resolution path for the technician in the field. We are committed to your success. The technical support staff of GD-Itronix’ Client Care Center (CCC) are empowered to resolve or involve other personnel as required to address any issue that may arise, or you may engage Client Services leadership directly. Please click here for escalation contact information.
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| SERVICES EXPERTISE—US |
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GD-Itronix provides in-field support provided by a network of Field Service Managers whose expertise focuses on specific vertical applications and industries. Strategically located to provide nationwide support, they can provide both first level and escalated customer support. In addition, the Field Managers perform regular site visits to receive feedback on customer satisfaction, training or individualized support needs, product performance and future value-add post-installation support needs to support anticipated changes in the customer environment and user community or profile, as well as to garner input on future product designs. For more information on our comprehensive services offering, please click here.
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