Support Centre

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nCounters is committed to excelling in support. For more than 12 years, we have built long-standing relationships based on product design, quality, and after-sale support.

nCounters understands your busy schedule and we pride ourselves on delivering superior customer support. Technical questions can be answered by our knowledgeable staff and over the phone troubleshooting is available by calling us at +61 3 9939 0400 or via Email at support@ncountersonline.com

Our goal is to make your job easier. If we cannot fix your device within seven days, we will replace it with another one at no charge until your nCounters device has been repaired.

Warranty

All nCounters products come with a 12-month warranty. The warranty period applies from the date of purchase by the first customer and is transferable only between end-users. It covers all parts and labour.

Buyer shall immediately notify nCounters in writing of any defect in the goods supplied by nCounters. The Buyer shall not carry out any remedial work to allegedly defective goods without first obtaining the written consent of nCounters to do so. The provisions of this  do not constitute a warranty in relation to the quality or fitness of the goods, or require nCounters to repair or replace goods, or offer a refund in relation to goods, in circumstances other those set out in Australian Consumer Law (to the extent that the Australian Consumer Law applies to the goods).

You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Goods should be returned to:

Biofeedback Devices PTY LTD
PO Box 2336 
KEW   VIC  3101.
AUSTRALIA
Tel: 03 9939 0400
E: support@ncountersonline.com

Customisation

Need something different?  Just ask.

Customisation Service - nCounters EngineeringHave you ever visited our shop to see the newest products and saw one that you wanted, only if it had slightly different features? If that is so, don’t stress – we do product customisation all the time.

With regard to what you require, when describing your needs can you send us images or technical drawings and other specifications in the attachment, that way the whole process will work much faster and your product will arrive before you know it. We will do our best to help you. Email us at support@ncountersonline.com

Video: How to use the Portable Limb Load Monitor.

Text by Peter Barrett.  Music by bensound

Quickstart Guide Portable Limb Load Monitor

Portable Limb Load Monitor Quick Start Guide

What is best way of positioning the two sensor pads so most of the weight when walking is taken through these pads?

Sensor pad placement

To obtain accurate results and maintain comfort we recommend that the patient wears shoes with an insole that can be easily removed such as runners / sneakers.

1.  Choose an nCounters’ insole that fits easily into the patient’s shoe. If there is already an insole in the patient’s shoe it is a good idea to remove it.

ENSURE SENSOR PADS ARE CORRECTLY POSITIONED ON THE INSOLE, UNDER THE PATIENT’S FOOT PRIOR TO INSERTING INTO THE PATIENT’S RUNNER.

2.  Place the insole under patient foot with attached VelcroTM exposed. The sensor pads can be moved along the insoles to ensure the correct position. Securely attach the sensor pads as described below:

  • For forefoot sensor pad place ‘X‘ under ball of foot. and then attach the pad via the VelcroTM to the insole. Push pad up against patients forefoot to just check they too feel it is in correct position.
  • For heel sensor pad place ‘X‘ directly under the patient’s heel and then attach the pad via the VelcroTM to the insole. Push pad up against patients heel to just check they too feel it is in correct position.

While the insole is on patient’s foot’ place foot and insole on the floor and ask the patient to transfer weight from heel to ball of foot in a rocking motion for approximately 10 seconds. This is to condition the sensors.

Can I just have the heel sensor inserted into the Load (Tx) Transmit node.

Yes you can have just the heel sensor or just the forefoot sensor inserted. It does not matter which. This can be useful if you are saying encouraging your patient to just take weight through their heel.

Do the foot pads have a life span and does the unit require calibration?

We recommend that the foot pads be replaced after 50 hours of use and your device re-calibrated for more accurate feedback. Later models will tell you on the “Goodbye” screen the number of hours in total your monitor has been used for and when your 50 hours is up. A message then appears “CALIBRATION REQUIRED”. 

 

How do I alter the volume for the headphones on PLLM_Touch?

The headphones are set by default at a volume that should suit most users. However, to alter it you must uncheck the speaker radio button then press “VOL”. This now means the speaker is turned off. By doing this you will be adjusting the volume of the headphones without interference from the speaker. Once you are happy with the new volume for the headphones press “OK”, check again the speaker radio button, if you want to also hear the speaker.

For further information on how to use volume control for the PLLM_Touch see video four in our tutorial section of the nCounters website. https://ncountersonline.com/how-to-use-the-pllm_touch-device-video-tutorials

The Control Unit on PLLM_Touch is displaying no data on live data screen. What do I do?

Whatever node you are using to send data to the control unit just turn it of and on again.

Do you have videos on how to use the PLLM_Touch?

For further information on how to use the volume control for the PLLM touch see video four in our tutorial section of the ncounters website. https://ncountersonline.com/how-to-use-the-pllm_touch-device-video-tutorials

Quickstart Guide Portable Angle Monitor

Portable Angle Sensor Quick Start Guide

Quickstart Guide Essential Angle Sensor

2019 October Essential Angle Sensor Quickstart Guide

Need more support?

Please contact us.

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