Software Bisque

Take a virtual tour of the Software Bisque campus Watch Steve Bisque discuss the Paramount mount with S&T's Dennis Di Cicco Read the Paramount MYT Review Read about the Paramount Software Suite

Warranty and Product Return Procedures

Software Bisque warrants, to the original owner, products it manufactures are free from defects in mechanical components for (2) years and electrical components for one (1) year from the date of delivery. Software Bisque’s limited warranty covers only those defects that are the result of normal use, and does not cover improper use, regular wear and tear, lightning, inadequate maintenance, custom modifications, or operation outside the product's specifications.

If a defect is found, or a Paramount does not meet specification, please post a support request to the appropriate product support forum at www.bisque.com/support so that our support personnel can assist in troubleshooting the problem. When posting a support question, please also include an exact description of the problem, as well as the exact wording of any software-related error messages you encountered.

After Software Bisque determines a replacement component is required, or the product needs to be returned for service, please email the Software Bisque Front Desk to request a Returned Merchandise Authorization (RMA) form. Once this form has been completed and returned, you will be issued an RMA number. When all returning items, please clearly print the RMA number on the outside of shipping boxes; shipments received without an RMA number will be rejected.

General Product Return, Replacement and Service Policy Notes

  • Failed components must be returned to Software Bisque.  A Returned Merchandise Authorization Number (RMA) must appear on the outside of the shipping box when you return the failed component to Software Bisque (see the bottom of this page for the shipping address).  Shipments received without an RMA number clearly visible on the outside of the shipping package will not be accepted.
  • For warranty service and repairs, the customer is responsible for one way shipping costs, Software Bisque covers the return shipping costs.   The customer is responsible for all shipping costs related to non-warranty work.
  • A fifteen (15) percent restocking fee will be applied to all returned merchandise.
Paramount Return for Service Procedure Please follow the steps below before returning a Paramount mount to Software Bisque for servicing (or any other reason).

The Paramount is a precision instrument. If not packaged properly, the mount will be damaged during shipment!

Pre-packing requirements

  • If you do not have the original packing material and or box, contact Software Bisque, and we will ship replacement packaging to you. If necessary, a replacement Paramount Shipping Box can be shipped to you first.
  • For the Paramount ME (only), rotate the altitude adjustment until the mount reaches the lowest altitude position.

Software Bisque is not responsible for damage that occurs during shipment if the mount is improperly packaged.

Step 1 Post a question to the Paramount forum on the Software Bisque Support Corner about the issue with your mount.

If Software Bisque support determines the mount needs to be returned for servicing, send an email message the Software Bisque Front Desk to request a Returned Merchandise Authorization (RMA) Request form..  Once the completed and signed Return Merchandise Authorization Request Form is received by Software Bisque, a return merchandise authorization number (RMA) will be emailed to you.

Software Bisque will not accept returned merchandise without an RMA number clearly displayed on the outside of the package. 

 

Step 2 In order to ship the Paramount, you'll need to remove all equipment, including the telescope. The Paramount ME The altitude positioning device should be rotated to its lowest position.

 

Step 3 Disengage both the right ascension and declination worm gears. This will minimize the possibility of worm/gear damage during shipment.
  • Paramount ME: See the Paramount ME User Guide for details on how to disengage the worm from the gear.
  • Paramount ME II: Install the Paramount ME II's right ascension axis locking bolts as described in the Paramount ME II User Guide.  Do not install the declination axis locking bolts.
  • Paramount MX: Make sure to use the original Paramount MX shipping boxes, and, for both axes, make sure to place the Three Position Switch in the Balance position.
  • Paramount MX+ and Paramount MYT: Make sure to use the original shipping boxes, and, for both axes, make sure to place the Two Position Switch in the Balance position AND unlock both axes after the mount has been placed inside the shipping box.

 

Step 4 Carefully place the Paramount in its original packaging material and box, use a good quality packing to seal the box, and ship the mount to Software Bisque (our shipping address appears at the bottom of this page). 

Please do not forget to insure your mount for replacement value. Contact your shipper for details about package insurance.

 

Software Bisque Warranty Replacement and Service Procedure

If the Software Bisque product is under warranty, after Software Bisque has determined that a replacement is required or the product needs to be serviced, you are eligible to receive a replacement, or have the product serviced under warranty.

MKS 4000, MKS 4000 Adaptor Panel, MKS 5000 and Paramount Worm Block Replacement Policy Notes

To proceed with a warranty replacement or service:

  1. If you have not already done so, register your product's serial number at www.bisque.com/register, which serves as proof of purchase.
  2. Send an email message the Software Bisque Front Desk to request a Returned Merchandise Authorization (RMA) Request form.  Software Bisque will email you this form upon receipt of this email.
  3. Completely fill out the RMA Request Form and email it back to the Software Bisque Front Desk. When Software Bisque receives the completed RMA Request Form, you will be issued an RMA number; please print this number on the outside of the shipping box.  For warranty replacements, a Coupon Code will be emailed to you so that you can order the replacement component from the Software Bisque Store.
  4. Please return the failed component to the Software Bisque address below.

 

Software Bisque Non-Warranty Replacement and Service Procedure Once Software Bisque has determined that a replacement is necessary, and the component is not under warranty, then you are eligible to receive a replacement board, at cost (this price does not include shipping and handling costs) plus a security deposit that is refunded when the electronics board, or replacement worm block assembly is returned to Software Bisque. 

MKS 4000, MKS 4000 Adaptor Panel, MKS 5000 and Worm Block Replacement Policy Notes

To proceed with a non-warranty replacement or service:

  1. If you have not already done so, register your product's serial number at www.bisque.com/register, which serves as proof of purchase.
  2. Where applicable, purchase the appropriate replacement product from the Software Bisque Store
  3. Send an email message the Software Bisque Front Desk to request a Returned Merchandise Authorization (RMA) Request form.
  4. Once the RMA Request form has been completed and returned to Software Bisque, you will be emailed an RMA number. The RMA number must appear on the outside of the shipping box when you return the failed component to Software Bisque.
  5. Order the replacement component or product from the Software Bisque Store.
Shipping Address

The Software Bisque shipping address is:

Software Bisque, Inc.

862 Brickyard Circle

Golden, CO 80403-8058

USA

Phone: +1 303 278 4478

Please do not forget to print the RMA number on the outside of the shipping box!

Related Documentation

* Prices subject to change without notice.


   

© 2017 Software Bisque, Inc. 862 Brickyard Circle, Golden, CO 80403-8058 USA - phone: +1 303 278 4478 fax: +1 303 278 0045
Google+