Hardware Support

Note: SensAble Customer Support is�not available duringcompany observed holidays.�

All PHANTOM haptic device customers with an active hardware maintenance contract (Please�note: Maintenance contracts are not transferrable) are entitled to the following:

E-mail and fax support with 48-hour return response Monday through Friday from 9:00 AM to 5:00 PM EST/EDT, excluding U.S. holidays.
- E-mail: support@sensable.com
- Fax: +1 (781)-937-8325
Telephone support Monday through Friday from 9:00 AM to 5:00 PM EST/EDT, excluding U.S. holidays.
- US only toll free: +1 (888)-736-7225
- US and International: +1 (781)-939-7444
Device repairs and maintenance. RMA diagnostics and authorizations:
- Includes replacement for parts damaged during normal use (e.g. worn drive cables, broken stylus wires, PC card component failure, etc.)
- Excludes abuse of equipment, actions performed outside of STI�s specified or intended use of operation (includes both in operation and in transport such as dropping or bumping unit), damage or interference by an outside influence (including but not limited to liquids, dirt or other matter) that come in contact with equipment.
- Warning Do NOT open the PHANTOM device. Attempting to open or repair the device by anyone other than a certified authorized service center voids the manufacturer warranty and hardware maintenance contract.
Cost of non-expedited shipping of the RMA (Return Material Authorization) back to the customer. Costs not included: shipping costs of the device back to SensAble; expedited shipping costs from SensAble; and all customs, duties, and taxes.

If your device needs repair, please see the RMA Form.

If you are having trouble with your PHANTOM device and you use it with a SensAble software product,�you may find answers to your questions in the FAQs available for the that application. Please see: