If after troubleshooting, it appears the ER10C Probe is faulty, the next step is to arrange for servicing, repair, or replacement. Do not send your probe back without consulting with Customer Service or your Vendor first. We want to ensure the most likely problem is a faulty probe, rather than a problem with a cable (or something else) before you go to the effort of shipping the probe.
Customer Service or your Vendor will discuss with you what troubleshooting steps you've gone through, and advise on anything further to test. There are no user-serviceable parts, so if the probe is faulty, you will need to send it in for servicing or replacement.
We offer a 30-minute free probe assessment for all probes, regardless of warranty. Once we have received and tested the probe, we will contact you with your options. Assuming your probe needs repairs:
- We will replace your probe if it is under warranty.
- We will send the probe for repair to the manufacturer. Current repair turn-around times are approximately two months. We are working on reducing this time. Repair costs are set at a flat rate if your probe isn't under warranty.
- You can trade-in your broken probe and buy a refurbished probe with a six-month warranty (contact Mimosa Customer Service or your Vendor for prices). We do not always have refurbished probes in stock. If you wish to trade in the faulty probe, we need to receive the probe and assess it first before agreeing to a trade-in arrangement.
- You can trade in your broken probe and buy a new probe with a twelve-month warranty (contact Mimosa Customer Service or your Vendor for prices). We always have new probes in stock. If you wish to trade in the faulty probe, we need to receive the probe and assess it first before agreeing to a trade-in arrangement.
- If you urgently need a replacement probe, we can send you the replacement at the same time as you ship us the broken one. You will be charged at the non-trade-in price and then credited back the trade-in discount once we receive and accept the trade-in probe.
If you are testing in a high-throughput or time-critical setting, we recommend having a backup probe on site.