Service and Support

For Carbon 10 problems, contact your local Verifone representative or service provider.

For device product service and repair information:

• USA – Verifone Service and Support Group, 1-800-834-4366, Monday - Friday, 8 A.M. - 8 P.M., eastern time.
• International – Contact your Verifone representative.

Service Returns

Before returning the unit to Verifone, you must obtain a Merchandise Return Authorization (MRA) number. The following procedure describes how to return one or more card reading units for repair or replacement (U.S. customers only).

International customers, please contact your local Verifone representative for assistance with your service, return, or replacement.

1

Gather the following information

Gather the following information from the printed labels on the underside of each unit to be returned:

• Product ID, including the model and part number. For example, "M179-xxx-xx-xxx" and "PTID xxxxxxxx."
• Serial number (S/N xxx-xxx-xxx).
• 

  Carbon 10 Figure 20

2

Call Verifone

Within the United States, call Verifone toll-free at 1-800-834-4366.

3

Select the MRA option

Select the MRA option from the automated message. The MRA department is open Monday to Friday, 8 A.M.–8 P.M., eastern time.

4

Provide the information to the MRA representative

Give the MRA representative the information gathered in Step 1.

If the list of serial numbers is long, you can fax the list, along with the information gathered in Step 1, to the MRA department at 1-727-953-4172 (U.S.).

• Please address the fax clearly to the attention of the "Verifone MRA Dept."
• Include a telephone number where you can be reached and your fax number.
• You will be issued MRA number(s) and the fax will be returned to you.

One MRA number must be issued for each unit you return to Verifone, even if you are returning several of the same model.

5

Describe the problem and provide the shipping address

Describe the problem(s) and provide the shipping address where the repaired or replacement unit must be returned.

6

Keep a record

Keep a record of the following items:

• Assigned MRA number(s).
• Verifone serial number assigned to the unit you are returning for service or repair (serial numbers are located on the top of the unit).
• Shipping documentation, such as air bill numbers used to trace the shipment.
• Model(s) returned (model numbers are located on the Verifone label on the top of the unit).

Accessories and Documentation

Verifone produces accessories and documentation for the card reader. When ordering, please refer to the part number in the left column.

Verifone Online Store at www.store.verifone.com

• USA – Verifone Customer Development Center, 1-800-834-4366, Monday - Friday, 7 A.M. - 8 P.M., eastern time
• International – Contact your Verifone representative

Connection Cables

Part Number	Description
CBL159-312-01-A	LAN cable for Ethernet connections.

Power Cables

Part Number	Description
PWR179-003-01-A	5 V, 2.2 A, 11 W Power Pack.

Peripherals

Part Number	Description
MSC179-029-01-A	Cash Drawer

Cleaning Kit

Part Number	Description
02746	Verifone Cleaning Kit.

Documentation

VPN	Document
VPN DOC420-001-EN	Carbon 10 Certifications and Regulations Sheet
VPN DOC420-002-EN	Carbon 10 Quick Installation Guide
VPN DOC420-004-EN	Carbon 10 Reference Guide
VPN DOC179-005-EN	Carbon 10 Printer Stand Certifications and Regulations Sheet
VPN DOC420-008-EN	Carbon 10 Security Policy