How to contact 3Shape Customer Support

Customers (end-users) must contact the Reseller first. The Reseller will do the first line support and if necessary refer it to 3Shape Customer Support.

Please use the following main support e-mail or phone number below for the initial contact in every case:

• E-mail:                support@3shape.com
• Phone (EUR):     +45 7027-2620 #1  (9 am - 5 pm CEST)
• Phone   (US):     +1 908 867 01 44     (9 am - 5 pm EST)

Please do not report problems by writing or calling 3Shape Support team members directly as they may not always be available at the spot and could lead to lack of appropriate response from us.

Please note that above contact info is for questions about the 3Shape products. Questions or requests regarding to licenses (either new or exisiting) should be forwarded to licenseadmin@3shape.com .

Information required in the initial contact

To save time please ensure that the following information is available when making the initial contact to 3Shape Customer Support:

• Clear description of the problem (including how to reproduce)
• Description of steps taken so far to troubleshoot the problem (3Shape expects that the 1st level support steps have already been done)
• Screen-dumps showing the problem, if possible
• System version numbers and Dongle number
• Description of system setup
• Contact details (name, phone, e-mail etc.)

 Please have this information ready or include it when either calling or e-mailing 3Shape Customer Support.

Support language

English is the main support language and problems must therefore be initially reported to 3Shape Customer Support in English.

After the initial contact with the problem description in English, we might be able to offer support in other languages, all depending on availability of support team members and their individual language capability. A longer response time in these cases is to be expected.

NetViewer sessions

In order to troubleshoot the reported problem 3Shape Customer Support may request a NetViewer session.  NetViewer is an application that allows the 3Shape Customer Support member to easily establish a remote and secure connection to customer's pc.

Returned Material Authorization

Only 3Shape Customer Support may decide if a scanner needs to be returned to 3Shape for repair.

In case 3Shape Customer Support has decided that a scanner need to be returned for repair a Returned Material Authorization (RMA) will be issued:

• RMAs are usually issued when the problem cannot be fixed remotely.
• The RMA is in the form of an email with 2 attachments - one containing the shipping papers and the second containing instructions on how to complete the shipping papers.
• The RMA is sent to the Reseller, who then sends it on to customer (or the person responsible for returning the scanner).
• Scanners and/or PCs returned without an RMA may not be accepted by 3Shape and these will then be returned to the customer.

If a return for repair is to be the only option 3Shape Customer Support shall be contacted in order for us to collect necessary information and make the final call and create an RMA if needed.

To enable 3Shape Customer Support to diagnose a problem and decide if the scanner shall be returned for repair it is critical that we can do a NetViewer session. Thus in cases of technical problems please establish the necessary requirements to run a NetViewer session (see above under NetViewer Sessions for the requirements).