Support center
Our goal is to provide you with grants and reliable assistance, addressing your concerns quickly and effectively.
We can help troubleshoot issues and guide you towards the repair process. Our team is always happy to help.
Remote support
Most of the cases' issues are fixed without the need to send the scanner back to our production facility.
Service
We design our products to be repairable, allowing for more effective maintenance and extended product lifespans. This helps our customers receive the best value out of every device
Courses
If you are interested in receiving training on the usage and maintenance of our devices, we offer training courses. For more information, please contact us.
ANNOUNCMENTS
We want to inform You that our old scanners with main board failures are no longer supported due to discontinued component production. This includes iQube (E500) scanners with serial numbers up to 5-xxx-xxx-xxx-00496 and iQube (E300) up to 3-xxx-xxx-xxx-00428.
Also our old scanners with FireWire cable failures will be no longer supported from 2020 December due to discontinued component production. This includes iQube (E500) scanners with serial numbers up to 5-xxx-xxx-xxx-00496 and iQube (E300) up to 3-xxx-xxx-xxx-00428 and all FOOTin3D scanners. We will support these problems until we will empty our FireWire cables stock.
FAQ (Frequently asked questions)
- Clean the glass plate
- For iQube E500, iQube E300. Footin3D
- For iQube E100 (mini)
- Scratches on glass plate (all type of scanners)
- Clean mirrors and camera lens
- For iQube E500, iQube E300. Footin3D
- For iQube E100 (mini)
- New/changed workplace (all type of scanners)
Repair time depends on complexity of reported issue. It might take from several minutes (remote repair) up to 2 weeks if scanner needs to be repaired at the factory.
- Remote repair – Remote repair time mostly depends on time zone, work schedule, complexity of failure. After remote session is arranged, it may take from several minutes up to several hours, depending on failure complexity.
- Special skills – if repair does not require special skills and customer is willing Elinvision will provide instructions and spare parts to repair device without shipping it to manufacturer. delivery of spare parts depends on mutual agreement and delivery timetables.
- Return to manufacturer – if scanner must be returned to manufacturer for repair, Elinvision aims to ship it back within 10 working days after the device was received. If repair parts are not available in stock, repair might take longer. Repair time arranged with customer
Yes, we provide 3 months of warranty for any repair job we have done.
After receiving your complaint about faulty scanner, we will evaluate the situation and there can be 3 ways your scanner can be repaired.
- Issue evaluation: To evaluate the failure and possibility to repair remotely we will ask for permission to connect to the scanner via TeamViewer software. From there we may fix scanner or suggest further actions if it is not repairable remotely.
- If failure is easy repairable, we might repair during remote session.
- If failure requires some parts changed and does not require special skills, support team might suggest providing instructions and spare parts for repair.
- If failure requires special skills or customer does not feel confident to do repair by himself. Scanner will need to be returned to manufacturer or distributor.
- Serial number of the scanner and what software was used during the failure.
- Problem description: describe situation, process, scanner activity as accurate as possible.
- If problem is visible or repeats, please provide us with visual content such as photos or video (if possible).
Repair price depends on:
- Device has/ has not valid warranty by manufacturer or distributor
- Complexity of failure
- Spare parts required
Approximate expenses are available after the evaluation and additional requirements.