This section provides customer support information such as the return material authorization policy as well as methods of obtaining E.E.Tools technical assistance and software updates. All programmers are designed to require a minimum of technical support for both hardware and software. Since we make the product in USA, we supply qualified programmers as trouble-free as possible.

1. Registration

A registration card is located in the user guide manual with the CD-ROM software. You can also register through our website. Registration makes you eligible for:

• Customer support, warranty service and technical assistance
• Notification and special pricing on new products and upgrades

Registration is particularly important if the programmer was purchased from a dealer, a distributor or through your purchasing department. Why not take a moment right now to complete the card.

2. Software Updates

Your programmer is designed to be highly flexible and programmable, allowing it to program a wide variety of chips. Consequently, when a problem does arise, it can usually be fixed with just a free software update. The new software updates are available from our WEB page at www.eetools.com Use the new software if you have any other incorrect programming results.

3. Testing the Hardware

Make sure that your programmer works properly before you call us for technical assistance. Refer to Hardware Test section in the Config menu.

4. Quick Self-Diagnostics

In order to provide accurate and fast technical assistance, we recommend that you check the following information before you call our technical support department. We recommend that you obtain the latest software revision before calling our support line with a software problem. Eighty percent of our technical support calls result in asking the user to obtain the latest version of the software.

  • For USB programmers TopMaxII and UniMax, you should install the USB driver in your PC after install PC control software. The USB driver is in either CD-ROM or C:Program FilesEE Tools directory.
  • ProMax-4G will need the USB installation 4 times and ProMax-8G does 8 times. Do not power Off and ON in 30 seconds and you must wait over 30 seconds once you un-plug an USB cable from PC(USB Hub) and plug-in the same cable.
  • Be sure the device selected matches the device being used.
  • For multi-site programmer usage, make sure all devices are identical.
  • For a device that uses an adapter, be sure that the adapter is correctly oriented, seated properly, and the ZIF socket lever is down.
  • Be sure power cord is securely attached to programmer and power pack to wall socket.
  • Be sure that power switch is ON.
  • Be sure that the parallel cable (IEEE standard, 25 pins and wires) is correctly and securely attached to the programmer and PC. The connection must be direct; there cannot be any software keys or locks between the parallel port and the programmer. Most switch boxes may also cause difficulties.
  • You may need to change your printer port [even though it is working fine with your printer] because TopMax/TopMax-8G/Chip Max communicates with your computer via the printer port in a bi-directional mode.

5. Calling Customer Support

E.E.Tools provides telephone technical assistance during normal business hours (9:00 AM to 5:00 PM, Mountain time).

  • Please call our Technical Support Department or your local E.E.Tools distributor while you are at your computer and be prepared to repeat the sequence of steps leading up to the problem
  • Have the following information ready when you call:
    - The invoice number for the user who bought programmer from E.E.Tools.
    - The distributor's name and the purchased date.
    - The model & serial number found in the back side of programming module.
    - The hardware software revision number from option info location at the Maxloader software screen.
    - Description of problem with error message.
    - The exact part number and package type you are working with.
    - The adapter part number for non-standard package.

6. Service Information

Before sending a unit in for service, call us at 408-263-2221 to obtain a Return Authorization Number (RMA). We will not repair your unit unless an RMA was issued.

Warranty Service: Please return the product in the original package with proof of purchase to the below address. Clearly state in writing the performance problem and send any leads, connectors and accessories that you are using with the device.

Non-Warranty Service: Return the product in the original packaging to the below address. Clearly state in writing the performance problem and return any leads, connectors and accessories that you are using with the device. Customers not on open account must include payment in the form of a money order or credit card. For the most current repair charges contact the factory before shipping the product.

Return all merchandise to E.E. Tools, Inc., with pre-paid shipping.
The flat-fee repair charge includes return ground shipping to addresses in North America only. For overnight shipments and non-North America shipping fees contact E.E. Tools. Inc.

Electronic Engineering Tools, Inc
4620 Fortran Dr. Ste 102
San Jose, CA 95134, USA.
Tel : (408) 263-2221
Fax : (408) 263-2230
www.eetools.com

Include with the instrument your complete return shipping address, contact name, phone number, and description of problem.

7. Limited One-Year Warranty

ME.E. Tools, Inc., warrants to the original purchaser that its product and the component parts thereof, will be free from defects in workmanship and materials for a period of one year from the date of purchase.

E.E. Tools, Inc., will, without charge, repair or replace, at its option, defective products or component parts. Returned products must be accompanied by proof of the purchase date in the form of a sales receipt.
To obtain warranty coverage in the U.S.A., this product must be registered through our web site (www.eetools.com) or by completing and mailing the enclosed warranty card to:
E.E. Tools, Inc., 4620 Fortran Dr. Ste 102 San Jose, CA 95134, USA
within fifteen (15) days from proof of purchase

Exclusions: This warranty does not apply in the event of misuse or abuse of the product or as a result of unauthorized alterations or repairs. It is void if the serial number is alternated, defeated, or removed.

E.E. Tools, Inc. shall not be liable for any consequential damages, including without limitations to damages resulting from loss of use. Some states do not allow limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

This warranty gives you specific rights and you may have other rights, which vary from state-to-state.

8. Repair Cost

*Note: EE Tools will pay UPS surface(ground) in USA or Air Parcel mail for international freight. Customers pay expedite freight cost for return shipment.