CUSTOMER CARE

It starts at the beginning of the sales process and continues every step of the way.

OUR COMMITMENT

FTS was founded on a single guiding principle: to make our customers successful in their efforts to monitor, record and analyse ongoing changes in the natural environment. This means providing customers with exceptional service and support.

Our personnel—at every level and in every department of the company—are committed to making sure each customer is provided with the correct solution for their project. We ensure that every customer fully understands their new system and its installation process.

Our annual DTS-12 maintenance service program provides an easy and cost-effective way to keep your DTS-12 performing in optimal condition.

Annual maintenance ensures continued accuracy and prevents any downtime in future years, allowing the sensor to maintain its promise of “set it and forget it…for up to 12 months”.

The service program consists of:

  • Full sensor inspection and operational check upon receipt
  • Full multi-point validation and recalibration against known turbidity standards
  • Full testing and operational check
  • Calibration certification documentation

Re-Calibration
We employ a 10-point calibration process that is the most thorough in the industry. Customers are provided full recalibration data and warranty documentation for each sensor.

Wiper Mechanism Preventative Maintenance
FTS recommends that the wiper mechanism be overhauled every two years following continuous deployment operations. This is a preventative maintenance protocol that will replace all internal wiper wear components. This service helps ensure uninterrupted monitoring during your field season and prevents unscheduled wiper system failure. If your probes have been in partial use and storage, plan for this maintenance after two years of aggregate deployment time. Wiper mechanism overhaul includes a complete rebuild and replacement of all internal wiper drive wear components, including lubrication and replacement of all o-ring seals.

Optic Face Resurfacing
Unlike other turbidity sensors that can be damaged permanently by scratches to their small optic surfaces, the DTS-12 has a relatively large optic lens that minimizes bias due to scratching. In addition, if your DTS-12 optic face has been damaged by debris collisions or burial in bedload, FTS can resurface the optic face prior to calibration, returning your sensor to like-new performance.

Connectorized Cable Retrofit
If your cable runs are problematic and you would rather just pull a sensor without the cable for your cleaning and annual recalibrations, our connectorized cable retrofit option is a perfect solution. The retrofit replaces the fixed end cap with a connectorized male end cap and includes either a 60 ft. or 100 ft. connectorized cable. If you’re interested in this option, please indicate this on the RMA request form.

How Does it Work?

  • We need to obtain some basic information to start the process. Request an RMA (Return Materials Authorization) by filling out our on-line form.
  • FTS will email you an RMA number and a document that explains how to pack your sensor(s) in a box, an FTS address label and easy to follow instructions for shipping them back to us.
  • Ship the sensors back to us via your preferred method. For US customers, it’s domestic shipment as we have a US shipping address.
  • Upon reception of your sensors, we will inspect them and email you a quote. The quote will usually be the standard pricing but may also include other work that our technicians recommend after a thorough inspection of the sensor.
  • If you accept the quote, just reply to the email stating this. This is our cue to begin the work.
  • After the service work on your sensor is complete, we will ship it back to you via FedEx. Re-deploy the sensor and enjoy another 12 months of maintenance-free instream turbidity monitoring.

In most cases you will receive the sensor(s) back 3-5 weeks from the time we receive them.

CONTACT CUSTOMER CARE

Can’t find what you’re looking for? Contact on of our Customer Care Representatives.

Monday to Friday – 7:00am to 4:30pm (PST)
1.800.548.4264 (toll free) / 1.250.478.5561
techsupport@ftsinc.com

RMA REQUEST

Submit an online request or call us for a Return Material Authorization (RMA).

Submit request online

Canadian and International Customers
FTS
1065 Henry Eng Place
Victoria, BC CANADA
V9B 6B2

United States Customers
FTS
1124 Fir Ave.,
Blaine, WA 98230

NOTE: An RMA number is required before shipping any product back to FTS. All items should be shipped prepaid to the appropriate address below listed here.