| Accessing your Gold BenefitsGetting Started:
As a Gold Support Program member you will receive a welcome email with Gold ID and PIN as soon as we process your order. You will also receive a printed letter including (2) membership cards with your Gold ID, PIN and local Gold Member only phone numbers in the mail following processing.
Once you receive your company's Gold Membership Number and Pin, we suggest that you visit www.flukenetworks.com/myaccount to create an account. This account will unlock access to "member only" training materials, software upgrades/updates, and webcasts for all your covered products. If you have more than one person using the equipment covered, they can also create an account associating with the company Gold Membership number and pin.
New customers: If you have not previously set-up an account on at www.flukenetworks.com/myaccount you will need to do so in order to take full advantage of your Gold Support Program. Complete the registration with your contact information and then add the Gold Number and Pin that you received. - If you already have an account, you can simply add your Gold Number and Pin to your account by choosing "Edit Personal Information" and scrolling to the bottom of the page.
Retrieving Software updates/upgrades:
As a Gold Support member you will receive notification via email of all new software updates/upgrades for your covered product. The notification will supply you with information about the latest update/upgrade and a link for downloading the new software.
At anytime you can visit your MyAccount page and access all available software downloads for your covered product.
Accessing Technical Support:
Should you require TAC assistance simply call the Gold Hotline number you received with your welcome materials (find your local Gold Hotline number). Have your Gold ID and serial number ready for member verification.
The Gold Support program provides for 24 hour, seven days a week coverage for technical support except United States holidays (New Years Day, President's Day, Memorial Day, Independance Day, Labor Day, Thanksgiving and Day after Thanksgiving, Christmas Eve and Christmas). Our worldwide technical assistance center, staffed by trained technicians, is based at our corporate headquarters near Seattle, Washington in the United States and in Eindhoven (Netherlands). There may be times that technicians are busy helping other end users. Please do not hang up the phone. Leave a voice mail message, including your name, country and a phone number where we can return the call.
Calibration or Performance Verification:
As a Gold Support member your unit will go to the front of the line for calibration or performance verification you can simply call our Technical assistance group 800-283-5853 or (find your local Gold Hotline number for faster response), who will arrange for our Service Center to issue an RMA. You will be asked to ship your unit into our Service Center, where it will be calibrated/performance verified using the full battery of proprietary Fluke Networks test procedures, adjusted/repaired as necessary with genuine repairs parts, software and firmware updates applied, and all accessories tested and replaced if defective.
Repair and Loaner Units:
Should your unit require repair due to failure or accidental damage, simply call our Technical assistance group at 800-283-5853 or (find your local Gold Hotline number for faster response), who will verify that repair is needed and arrange for our Service Center to issue an RMA. A loaner will be sent out via overnight delivery with all shipping paid by Fluke Networks. Simply place your unit in the shipping container the loaner arrives in, affix the pre-paid return shipping label and ship to Fluke Networks. Support incident status can be tracked via your My Account page.
Accessory Replacement:
Parts and accessories must be qualified as faulty or defective by our technical assistance center. Simply contact our Technical assistance center at 800-283-5853 or (find your local Gold Hotline number for faster response), and if the accessory is qualified as defective or faulty a replacement order will be processed.
Training Materials:
As a Gold Support Member, you have access to our growing library of online training materials, including on-demand training videos and webcasts via MyAccount at www.flukenetworks.com/myaccount. Knowledge Base:
Simply logon to your MyAccount for unlimited access to our Knowledge Base of application and product information. | |
