Technical Support & Parts Claim

To avoid any confusion in technical support and parts claim issue, CRON hereby to announce the following:

  1. CRON HQ will not support dealers directly where there is branch office (i.e, CRON EUROPE) available in the region. Dealers should contact first the branch office for any matter. Only then the branch office should escalate the issue to CRON HQ if not able to be resolved.
  2. About technical support, CRON expects full cooperation from dealers’ engineer to furnish or provide necessary information as requested by CRON in order for CRON support agents to understand and to analyst the problem in order to help solving it.
  3. About part claims, >>a) If there is appearance damage for warranty parts please furnish CRON with photos, if the warranty parts damage cannot be seen from appearance, please supply Cron information about the steps to diagnose it is the parts problem. Fill in attached 'parts claim form' and create ticket on Helpdesk with it to claim for new parts. >>b) To claim laser diodes or fiber array, please see attached examples (laser data and explanation), create tickets with similar laser data and create ticket on Helpdesk to claim. >>c) To order spare parts, please fill in attached 'parts purchase form' and creates ticket on spare parts needed in Helpdesk and CRON will proceed it accordingly. >>d) For parts return, please fill in attached 'parts return form' and create ticket on Helpdesk with it, then send back faulty parts to CRON HQ or CRON Europe after corresponding with CRON engineer for confirmation. If the returned faulty parts was found has no problem after checking in CRON, CRON reserves the right to charge the new parts we sent to replace the 'faulty' ones.

Kindly inform other engineers in your company who is also involve with CRON products.

Thanks for your cooperation. CRON service department 10th Sep.2015