Plusoptix: After-sales service

After-Sales-Service

What should I do in case of a malfunction?

Plusoptix strives to provide an outstanding customer service. With the offer of our “Hassle-free warranty” and free software updates, along with quick response and repair (just in case), an optimal and smooth operation with Plusoptix devices is guaranteed.

Check your power supply, first!

In case you encounter a malfunction or your device doesn’t turn on, please have a look at the power supply, first. Connect the medical power adapter that came with your device to electricity, and check if the green LED on top of the medical power adapter is illuminated. Then connect your medical power adapter to your device and switch it on.

The malfunction persists? Contact us!

In case the malfunction persists after the above mentioned steps, please call our after-sales service center at +49-911-59 83 99 10 (CEST office hours) or e-mail us at the bottom of the page.

Be aware that our ability to provide support depends on you making the following information available:

1. Serial Number (S/N)

You will find the S/N of your device on a silver sticker next to the battery compartment (battery powered devices) or on the bottom of the cradle (stationary devices).

Plusoptix_S12C_battery-compartment_Serial-number

2. Detailed error description

Key to identify and fix an error is an error description that enables us to reproduce the error. Please try to address the following questions in your error description:

What did you do before the error occurred?
How does the error show?
What do you see on screen?
Does the error occur constantly or randomly?

Hint: When sending an e-mail you may find it easier to take pictures of the screen or the device and to attach them to your message rather than writing a wordy description

3. Software version

The currently installed Software Version is indicated in the device settings. To get there, perform the following steps:

Plusoptix_vision-screener_screenshot_home-page_marked — To get there, touch the tools button in the lower left corner of the navigation bar.

Plusoptix_Vision-screener_screenshots_settings_marked — Then touch the "i" button in the upper right corner of the settings menu.

PlusoptiX-Vision-screener_screenshot_Software-Update_marked — Your software version number is portrayed on the left side.

I prefer Plusoptix, not only because you have been most generous in supporting the Alaska screening, but also because you are honest and have the utmost scientific and ethical integrity.
– Bob M. Arnold, MD, Alaska Children's Eye and Strabismus
Another successful Headstart screening today! The teachers and staff are so impressed how fast and easy our Plusoptix screener is. Screened 43 kids in less than 1/2 hour and that was with bringing 4 kids down at a time. All pediatrician offices should have one of these to screen kids as young as 6 months.
– Gary Boisseau, MD20 Lions of NYS and Bermuda
Our newly acquired Plusoptix vision screener has made our vision screenings quick and portable. Allowing me to bring the device to the child or the child to the device. This is helpful when working with 3-5 year olds that might have a difficult time transitioning.
– Stephanie Rowe, Bright Futures Preschool Coordinator, Humboldt Unified School District
The Plusoptix device has played a pivotal role in streamlining our process, making screening more effective and efficient.
– Bob M. Arnold, MD, Alaska Children's Eye and Strabismus

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