1.  If service is required for an Optical Resources product covered under the Quick Response program, the customer contacts Optical Resources' Technical Support and reports the type of problems the unit is having.  The Technical Support Department's hours of operation are from 8:00 AM to 5:00 PM (PST), Monday through Friday and they can be reached at (714) 389-1379 or by E-mail at support@orinc.com.

2. After the Optical Resources technician has determined that the duplicator requires service at our facility, he will issue a Return Merchandise Authorization (RMA) number.  The RMA number will be E-mailed or faxed to the customer along with our shipping address and instructions on how to pack the unit.  

3. The customer then returns the duplicator in the units original packaging and reports by phone (800) 732-0211 or E-mail service@orinc.com to an Optical Resources' customer service representative the carrier's name and tracking number or waybill number for the shipment back to our depot.   

4.  Within one (1) business day of notification of the carrier and tracking number/waybill number information back to Optical Resources, a new or newly reconditioned unit of the same type will be cross-shipped for delivery the next business day.  The unit cross-shipped by Optical Resources will be a permanent replacement for the original product.