9. Services. The following services are included in the PEP:
a. Unlimited technical support through our Help Desk by phone seven {7} days a week at 877 620-
2253, email at support@caleamerica.com or online at http://support.caleamerica.com.
bh. Replacement of any component in a Covered Meter, except parts or conditions listed in Section
10 immediately below. CALE may, in its sale discretion, choose whether to utilize new or
refurbished/reconditioned parts in providing replacement parts to the Customer under the PEP
c. Guaranteed shipment within three (3) business days of all covered replacement parts if they are
in stock.
10. Return of Faulty Parts.
a. A-service request order {SRO} is required for all parts that are being returned to CALE for
replacement. SROs can be requested by contacting the CALE Help Desk at 877-620-2253, by email at
support@caleamerica.com or online at http://support.caleamerica.com. When you call or email the
Help Desk for a SRO, include the following information about all returned parts:
1. What is wrong with the part(s) being returned.
z. Meter ID for the meter the part came out of, if known.
3. Part seria! number from the sticker on the part, if there is a sticker.
4. Indicate that you are requesting a replacement part under the PEP.
Include a copy of your SRO form in the box with the returned part. The shipping address for the
CALE parts warehouse is included at the top of the SRO form. Parts being tendered to CALE for
exchange must be returned within fourteen (14) days of the SRO issue date. If a qualifying exchange
part is not received within fourteen (14) days, the Customer account will be billed for the non-
exchange part price.
b. Special Instructions
1. Coin Selectors: If you are returning a coin selector, please let us know if the selector is
programmed to take tokens.
2. Card Readers: When returning card readers, please remove the bezel and rain guards prior
to shipping. These parts will not be returned with the replacement reader. Please specify the model
of card reader you are returning.
3. Printers: Printer assemblies must be returned with the printhead and ribbon cable attached.
Printer assemblies without printheads may not be exchanged.
