FAQ-I014
How do I get help when I am having a problem?

Q:  How do I get help when I am having a problem?

A:  Problem solving in the blown film process is probably one of the most difficult to engage in.  Separating cause and effect is hampered by the non-linear response of the bubble.    Obviously, when a problem is occuring, a good understanding of the process is helpful.  For those that do not have that capability, DR Joseph is there to help with a multitude of service support options.  

Self-service solutions include a built in fault detection system that provides fault codes and guidance on how to solve the problem by going to: http://www.drj1.com/faults.htm .  There is also a comprehensive system manual including an installers checklist, a web based technicial documentation center which includes problem solving documents, and a web based knowledge base.   You must sign up for access to our service section to access the documenation and knowledge base.   

For real time service support, each IS-IBC1® system comes with a built-in modem and Internet access port.  Either can be used to allow a DRJ certified technician to log into the system and verify proper operation and configuration.   DRJ provides 90 days free online support starting with the date of first powerup.  Afterward, a variety of paid on-line support programs are available (see below).  For on-site technical support, DRJ can provide either a DRJ engineer or a DRJ certified technician to assist with problem solving.    

D. R. Joseph also has a new comprehensive paid service program (PASS) that provides for periodic monitoring, prepaid incidents, free software upgrades, discounts on parts and onsite service.  See http://www.drj1.com/pass.htm for more details.

Date of Last Update: 06/01/2005

Attachements received directly from D. R. Joseph are also available from the service section of our company web site.  To sign up for access please follow this link: http://www.drjosephinc.com/cgi-bin/locked.cgi  The service section includes a knowledge base and documentation library.  Access requires a verification process that takes approximately one business day. 

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