Q: What is the first step if I have an issue with my sensor?

I am a END USER or RESELLER who purchased from a DEALER

1) First contact the company from whom you purchased the product. They will contact Owandy Inc if they need assistance or to authorize the direct support of their customer.

I am a END USER who purchased DIRECTLY from the MANUFACTURER

1) Please download Teamviewer Remote support

2) Proceed to either call 203-745-0575 to be connected with a service technician OR fill out a service Ticket via OWANDY PORTAL

3) Once you are connected with a technician, they will determine on a remote basis if the sensor should return to us for evaluation. *1

4) If return is suggested, you will read and fill out the OWANDY SENSOR POLICY here at the link, using your Ticket number as a reference. *2

5) You will provide tracking information on the service Ticket in advance of the shipment of the sensor to OWANDY.

I am a DEALER who purchased DIRECTLY from the MANUFACTURER

1) If you need assistance, please download Teamviewer Remote support

2) Proceed to call 203-745-0575 to be connected with a service technician OR fill out a service Ticket via our OWANDY PORTAL

3) Once you are connected with a technician, they will determine on a remote basis if the sensor should return to us for evaluation.*1

4) If return is suggested, you will read and fill out the OWANDY SENSOR POLICY here at the link, using your Ticket number as a reference. *2

5) You will provide tracking information on the service Ticket in advance of the shipment of the sensor to OWANDY.

6) If the failure is evident (sensor not responding in device manager, or watermark appears on image) the DEALER only may expedite the process by :

- automatically filling out a service ticket, submitting an RGA request form

- submitting the signed SENSOR POLICY form.

- once a rep signs and returns the RGA form, you may ship and forward a tracking number

Owandy Return Goods Authorization

Owandy Intraoral Sensor Policy Form & FAQ

*NOTE:

1. A remote support fee of $90/hr will apply for out of warranty products past 15 minutes of initial remote support

2. No sensor may return to Owandy without written authorization from a Owandy representative.