Customer Service FAQs
| Q. |
What are your business hours? |
| A. |
Metrologic’s North American customer
service department is open for business Monday through
Friday, 8:00 a.m. to 5:00 p.m. EST. |
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| Q. |
My scanner is broken.
How can I get it repaired? How long will it take? Is there
a service center in my region? |
| A. |
In the U.S., call your customer service
representative at 1-800-ID-METRO to obtain a Return
Material/Merchandise Authorization (RMA) number (in Canada and Mexico, call 1-856-228-8100). Write the
RMA number on the outside of the box, or your return cannot
be handled. Lead-time for repairs is typically 7-10 working
days from the date we receive it. Outside the US, contact
the Metrologic Customer Service Department in your region.
[See
all offices] |
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| Q. |
Can I purchase from
you direct; can you give me your pricing? |
| A. |
Metrologic sells its products through a
worldwide network of distributors and value-added-resellers. Contact
Metrologic’s customer service department
for the name of a reseller in your area. If your company
meets certain criteria, you may be able to buy direct
from Metrologic. Customer service can make this determination
and put you in contact with a Metrologic sales representative. |
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| Q. |
What is the warranty
on your scanners? |
| A. |
Metrologic bar code scanners typically
come with a two-year warranty from the date of manufacture. Contact
customer service for warranty information on
your particular product. |
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| Q. |
What communication
protocols does my scanner come with? |
| A. |
On the industrial side, this is simpler
since Metrologic has RS-232 and 422. More protocol options
are available on retail products, including Keyboard Wedge,
RS-232, IBM, USB and OCIA. |
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| Q. |
What kind of support
will I get from Metrologic directly, and how many service
and support centers do you have in the US? |
| A. |
Metrologic has a wonderful service and
support group, available at 1-800-ID-METRO or 1-856-228-8100.
We rely on our certified resellers for additional installation
and support. While your scanner is still under warranty,
you can get a Return Material Authorization (RMA) number
from customer service and send the scanner in. Metrologic
recommends that the customer purchase a backup unit that
can be used while the other is in repair. |
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| Q. |
The part I ordered
wasn’t in the box…how can I get it? |
| A. |
Contact Metrologic’s customer service
department at 1-800-ID-METRO. [See
all offices] |
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| Q. |
We are not sure which
Metrologic Industrial scanning product is best for our
application; can you help? |
| A. |
First, complete our scanner application
sheet. Once mailed or faxed, your application will be
reviewed and someone will promptly contact you with a
recommendation as to which product best suits your needs. |
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| Q. |
I don’t have
a programming guide or users manual…how can I get
one? |
| A. |
Programming guides and users manuals can
be easily downloaded from our web site, or customer service can send you a
hard copy by mail. |
Technical Support FAQs
| Q. |
How do I turn off UPC-A check
digit? |
| A. |
UPC-A check digit is most likely the default
setting on your scanner. To format the scanner so that
it will not transmit UPC-A check digit, go to the Configuration
Guide for your scanner model. The table of contents will
guide you to the correct section. In that section, you
will be able to scan a bar code to re-configure your scanner
so that UPC-A check digit is no longer transmitted. |
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| Q. |
How do I find out
the depth of field or other specifications for a Metrologic
scanner? |
| A. |
Technical specifications for each product
are provided on each data sheet, which can be viewed or
downloaded in the product section. |
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| Q. |
How do I transmit
Lead Zero on UPC-E? |
| A. |
Refer to the Configuration Guide for your
scanner model, then scan the appropriate bar code to re-configure
your scanner to transmit Lead Zero. |
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| Q. |
How do I tell what
the "mil" of my bar code is? What does "mil"
mean? |
| A. |
"Mil" is a measurement. The width
of the narrowest bar is the minimum mil size. To learn
the "mil" of your bar code, please send a sample
to Metrologic, and we will call you with the information. |
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| Q. |
Will the HoloTrak
scanner be able to interface with my mainframe, and has
Metrologic interfaced with my particular hardware and
software before? |
| A. |
When the scanner downloads decoded bar
code information, HoloTrak provides the host system with
alphanumeric characters. Regarding the commonality of
your particular system, submit your written request or
consult with one of Metrologic’s technical staff
members. |
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| Q. |
Why don’t I
get data to the screen when using RS-232 device driver? |
| A. |
You may be using the wrong communications
port, RS-232 mode may not be enabled, or you may have
the wrong baud rate. Refer to pages 64 to 66 of the MetroSelect®
Single Line Configuration Guide for a list of default
settings and re-formatting bar codes. |
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| Q. |
Is a power supply
required when using Voyager for keyboard wedge? |
| A. |
In most cases, no. However, not all PC’s
supply enough current to power the scanner and a power
supply will be required. |
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| Q. |
Are the lasers in
your scanners safe? |
| A. |
When the scanners are handled and installed
properly, the answer is yes. Lasers are grouped in four
classes. Class I is considered the least dangerous; Class
IV requires strict control measures. Many Metrologic scanners
have been designed to operate as Class II devices. According
to the Laser Institute of America*, a Class II laser is
defined as follows: "A Class II laser or laser system
must emit a visible laser beam. Because of its brightness,
Class II laser light will be too dazzling to stare into
for extended periods. Momentary viewing is not considered
hazardous since the upper radiant power limit on this
type of device is less than the MPE (Maximum Permissible
Exposure) for momentary exposure of 0.25 second or less.
Intentional extended viewing, however, is considered hazardous."
*The Laser Institute of America is
a professional society dedicated to fostering laser
safety worldwide |
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| Q. |
Can I connect my
MS951-47 to my laptop? |
| A. |
No. You will need to order the MS951-48
single-ended scanner. |
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| Q. |
Why does the keyboard
lock up on my keyboard wedge scanner? The scanner beeps
but nothing appears on-screen. |
| A. |
Make sure you are connected properly. A
common mistake is to plug one end of the ‘Y’
cable into the mouse port, instead of the keyboard port. |
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| Q. |
My keyboard wedge
scanner worked on my old computer, but will not work with
my upgraded system. |
| A. |
Check the voltage coming out of your keyboard
port and compare to required voltage in your installation
and users guide. Newer computers may not have sufficient
power to run the scanner. If you do not have enough power
to run the scanner, you may have to purchase a scanner
with an external power supply. |
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| Q. |
My RS-232 scanner
beeps at the bar code but nothing appears on-screen. |
| A. |
The scanner simply transmits the information
to the COM port. You must have a driver to pick up the
information and insert it into your software. To test,
download the RECV5 program from Metrologic’s download
area and run the program. If the information shows up
on the screen in RECV5, but not in your own program, you
need a driver, which is not supplied by Metrologic. Drivers
can be purchased from your own supplier. |
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| Q. |
Is a power supply
required for all Metrologic scanners? |
| A. |
Scanners equipped with PowerLink cables
do not require a separate power supply, provided that
the PC/register is supplying adequate power. |
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| Q. |
We’re printing
our own barcodes (most frequently Code 39), but why does
my scanner read all of the standard barcodes except the
ones I’m printing? |
| A. |
Code 39 barcodes require a "Stop"
and "Start" character which is an *. If you
would like to fax your bar code to Metrologic customer
service, someone can confirm that this is the problem
and advise you on how to correct it. |
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| Q. |
How does the MX009
USB Cable operate? |
| A. |
The scanner communicates using RS232 protocol.
The default RS232 settings of the scanner are used, namely
9600 baud, 7 data bits, 2 stop bits and space parity.
In addition, the scanner uses ACK/NAK and XON/XOFF software
handshaking, and the data transmission ends with both
Carriage Return and Linefeed suffixes.
The 1st and 2nd prefixes are used to set the country of
the keyboard; If the required prefixes are not in the
data string.
Note #1 Please note, some of the older Metrologic
products allow for a maximum of 2
prefixes. Because 2 prefixes are required for setting
the country, custom prefixes cannot
be set on these products. Please refer to the configuration
guide for the number of
configurable prefixes available on your product.
Note #2 If you are using a PowerLink compatible
scanner, and you require custom
prefixes, you must begin with the 3rd prefix.
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| Q. |
How is the MX009
configured for USB Point of Sale (POS)? |
| A. |
The scanner communicates using RS232 protocol.
The default RS232 settings of the scanner are used, namely
9600 baud, 7 data bits, 2 stop bits and space parity.
In addition, the scanner uses ACK/NAK and XON/XOFF software
handshaking, and the data transmission ends with both
Carriage Return and Linefeed suffixes.
Note #3 When using USB Point-of-Sale, special prefixes
are not required.
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Sales FAQs
| Q. |
Can I purchase from you direct?
Can you give me your pricing? |
| A. |
Metrologic sells its products through a
worldwide network of distributors and value-added-resellers.
Contact the Metrologic customer
service department near you for the name of
a distributor in your area. If your company meets certain
criteria, you may be able to buy direct from Metrologic.
Customer service can make this determination and put you
in contact with a Metrologic sales representative. |
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| Q. |
What is the warranty
on your scanners? |
| A. |
Metrologic bar code scanners typically
come with a two-year warranty from the date of manufacture.
Some warranties vary so check with a customer
service representative in your region. |
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| Q. |
How much do your
scanners cost? |
| A. |
The prices vary, depending on which reseller
you buy from and the quantity of scanners you purchase.
If you will provide Metrologic’s sales representative
with an approximate number of scanners needed, the representative
will provide a quote. |
General FAQs
| Q. |
What markets does Metrologic sell
to? |
| A. |
Metrologic customers are found in the retail,
online retail, specialty retail, commercial, manufacturing,
distribution, transportation, postal, parcel handling,
airline, energy utility, governmental, healthcare, educational,
financial and recycling industries, among others. |
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| Q. |
What trade shows
can I visit to see Metrologic products? |
| A. |
Go to the trade
shows section, for a complete list of exhibitions
and shows that Metrologic will be attending. |
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| Q. |
What are your business
hours? |
| A. |
Metrologic’s U.S. customer service
department is open for business Monday through Friday,
8:00 a.m. to 5:00 p.m. EST. |
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| Q. |
What markets does
Metrologic sell to? |
| A. |
Metrologic customers are found in the retail,
on-line retail, specialty retail, commercial, manufacturing,
distribution, transportation, postal, parcel handling,
airline, energy utility, governmental, healthcare, educational,
financial and recycling industries, among others. |
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| Q. |
How long has Metrologic
been in business? |
| A. |
Metrologic was founded in 1968. |
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| Q. |
Do you have offices
outside of the U.S.? |
| A. |
Yes. Metrologic products can be found in
over 110 countries world wide. For a complete listing
of Metrologic's International offices click here. |
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| Q. |
How big is Metrologic? |
| A. |
With revenues in the hundreds of millions, Metrologic employs more than 1400 people worldwide. |
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| Q. |
Is Metrologic a public
or private company? |
| A. |
As part of an acquisition agreement completed on December 21, 2006, Metrologic Instruments went private after spending more than a decade on NASDAQ's roster of publicly-traded companies. Metrologic Instruments is now owned by a group of private investors led by Francisco Partners and Elliot Associates. |
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| Q. |
Where are Metrologic
products produced? |
| A. |
Most Metrologic bar code scanners are manufactured
in Blackwood, New Jersey at the company’s corporate
headquarters facility. Other products are manufactured
at Metrologic’s engineering and manufacturing facility
in Suzhou, China. |
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