IES Global Product Support is as extreme as our engineering. All of our products (whether purchased or leased) come with unlimited lifetime IES Global product support and our leased products are repaired for free.
Supporting documentation for all of our current and legacy products can be accessed and downloaded using the menus to the right (if you’re on a mobile device, the menus are below). If you need anything else, please contact us.
In case you’re wondering about just how extreme IES Global product support can be, check out this actual response to a customer’s inquiry. We’d call it legendary, but it is pretty typical for us:
From: “Scott Ager” <REDACTED@IESglobalinc.com>
Subject: Loss of data / Damaged Shock Mitigator Parts (Gauge 300-00XX)
Date: April 14, 2014 at 2:21:41 PM EDT
I want to try to better understand the job and try to determine at what part of the job the drop bar gauge/battery fixture failed, and I have a few questions…
1. I see from the picture of the data (below) from the drop bar gauge 300-00XX, that this gauge has been run 20 times.
2. Have you done a grease gun test on this gauge after this job? Does gauge 300-00XX itself, still work after this job?
3. I see the GUIDE pins on the battery fixture are missing (below). Does the battery fixture (even with the missing guide pics) still work after this job?
4. What is the voltage of the Lithium Battery Pack after the job?
5. The RED SCREEN data means you lost battery power, but there should still be valid EEPROM data when you downloaded the gauge data. I would like to see the original .OWR data file you downloaded so I can look at the EEPROM data and try to determine when power was lost to the gauge.
6. Can you please send me the following information concerning this drop bar job.
a. The original .OWR data file (red screen data file) from the drop bar job that failed.
b. The well diagram for this drop bar job.
c. The number of feet of fluid over the firing head, and total depth of the well for this job (in feet).
Special NOTES when using the gauge as a Drop Bar…
1. Note: You should only use one battery fixture (MASTER) on a drop bar job.
2. Note: there must be NO restriction changes in the well, while the gauge is free falling through the air. Be sure there is fluid in the well for ALL ID changes…
3. Note: Be sure you always use the “washer” on the battery fixture.
4. Note: It is normal for the shock mitigate to have bent bolts/damaged viton tubing/Teflon spacer after a hard hit. You might need to replace these items after every job.
5. Note: if ANY of the guide pins on the Battery Fixture should become loose, put #272 Loctite (RED colored fluid, below) of the threads, tighten the guide pins to 20 IN-OZ, and cure the battery fixture in an oven at 80°C for 1 hour.
6. Note: Install ONE single, layer of KAPTON tape around the outside of the battery fixture, at the end containing the MALE connector pins (see below). DO NOT use more than one single layer, otherwise it will prevent external battery section from revolving around the battery fixture as it’s being screwed onto the gauge.
I look forward to your answers.
Please let me know if you have additional questions.
IES Global, Inc.
7552 Navarre Pkwy, #42
Navarre, Florida 32566
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FAX: +1 (850) 515-1245
Web Site: www.iesglobalinc.com