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Service Process
Troubleshooting


If you’re having trouble with your scanner, go through this list first to see if you can correct the problem yourself:

  1. Check the cables and make sure the Ethernet light is on.
  2. Use JSDiag to make sure the scanner can see the board and not background light.
  3. Swap in a different scanner to verify that the problem is not the cables.

If you're still having problems,
print an RMA form and follow the instructions provided.

If you encounter a problem with your scan head, follow these steps:

  • Consult the Troubleshooting tips on the left side of this page.
  • If you’re not able to correct the problem, print an RMA form and follow the instructions provided.
  • You must send the scan head to us with a completed RMA form in order to have it repaired and shipped within 3 business days of receipt at JoeScan.
  • Send the product and RMA form to JoeScan, 119 E. 8th St., Vancouver, WA 98660.
  • We normally return repaired products via UPS Ground, but we can also expedite shipping if necessary.

If you need help with troubleshooting or would like our assistance in returning your scan head, please call us at : 1.360.993.0069.

Warranty Coverage

In May 2007, JoeScan launched its 5-year warranty program. Manufacturing defects on JoeScan scanners purchased after May 1, 2007, will be repaired at no charge for 5 years from the date of purchase. Scanners purchased before May 2007 are covered by a 1-year overall product warranty plus a 5-year warranty on the laser. If you’re unsure of your warranty status, contact us for more information.

10-year Support Policy

Every JoeScan product is covered by our guaranteed 10-year support policy. Under this policy, we will service our products for at least 10 years from their purchase date - we will not declare them obsolete and stop supporting them.

“At JoeScan, our goal has always been to make scanning as hassle-free as possible. In talking with customers we’ve found one of their biggest hassles is when scanners they’ve recently purchased are declared obsolete, and they also dislike uncertain maintenance costs. So we’re stepping up with a 5-year warranty, and a 10-year support guarantee.” Joey Nelson, President JoeScan Inc.

Phone: 1.360.993.0069 | Copyright 2008 JoeScan Inc.