Bench Tree

Services FAQs

Service and Repairs

Question: I have a tool in the shop that failed during field operations, and I'm trying to figure out the problem. Can you help?
Answer: Yes. Download the down-hole memory logs (.raw, .txt) from your tool, and send them to us using our online contact form. We will run a preliminary analysis and advise you of our findings and recommended action.
Question: Can I suggest a feature I'd like to see added to your product line?
Answer: Yes. We value your suggestions and constantly strive to make our products better-suited to evolving customer needs. Please send all suggestions to us using our online contact form.
Question: What is your typical repair turn-around time? How soon can I expect my equipment back?
Answer: Standard turn-around times depend on our repair load at the time we receive your tool. As a general rule, repair times are:
  • Pulser: About one week, though expedited service can reduce this to 3–4 days.
  • Bench Tree Surface: Within 48 hours of receipt
  • Bench Tree Downhole (except OM): 5 business days
  • OM Repairs (includes calibration): 3-4 weeks (Excessively damaged assemblies may take up to 3 weeks longer)
  • OM Calibration Only: As soon as 24 hours
  • 3rd Party OM: 3-4 weeks
  • 3rd Party Surface: 3 weeks
  • 3rd Party Downhole: 3 weeks
Question: Can you expedite my repairs?
Answer: Yes. Expedited repairs are generally available on all products at a nominal fee. Call Client Services at 512-869-6900 to discuss your specific needs and to work out your schedule and costs.
Question: How can I determine if my product is still under warranty?
Answer: Warranties are documented during the purchase process; see your paperwork for details. You can also call our support line at 512-869-6900 with your product name, model, and serial number, and we can look up the warranty terms for you. Please note that all warranties start from the product ship date.
Question: Do you offer custom/special repair services for specific customer requirements?
Answer: We strive to meet our customer's special needs. Technical services will evaluate your request and discuss the possibilities with you. We do charge for custom work.
Question: Do you charge for upgrades?
Answer: Generally, we do not charge for Firmware upgrades or select hardware upgrades. Some upgrades incur discounted charges.

Data Troubleshooting

Question: Can you supply a report summarizing your analysis of my log files to share with management?
Answer: Yes. Our reports are written clearly and make direct reference to excerpts from your data logs to show how we are interpreting events at your rig-site.
Question: We're having problems decoding at a rig. Can you help us figure out where things are going wrong?
Answer: Yes. Please use our online contact form to send us the log files (.btraw, .ftr, .prc, .mwd) for the times spanning your decoding problems, and we will conduct an analysis and report back.

Software and Connectivity

Question: I’ve installed MWD Utilities on my Win 7 PC and cannot find my data files! How do I locate them?
  1. Click Start —> Control Panel —> Appearance and Personalization —> Show hidden files and folders
  2. In the View tab, select Show Hidden Files, Folders, and Drives. Click Apply —> OK.
  3. Click Start —> Computer, and browse to the folder: C:\Users\\AppData\Local\VirtualStore\Program Files\Bench Tree Group\BTR Interface (Your files should be in the History folder, and recorded tool data folder.)
Question: Can I install MWD Utilities on my Windows 7 PC?
Answer: Yes. Prior to installation perform the following on Windows 7 to ensure proper operation:
  1. Disable the UAC feature.
  2. Click Start —> Control Panel.
  3. At the top right beside View By dropdown, select Small Icons.
  4. Click User Accounts.
  5. In the middle of the page, click Change User Account Control Settings.
  6. Drag the slider to the bottom: Never Notify.
  7. Click OK, and you can close the dialog window.
Question: What can I do if my BTR-C or my BTR will not connect to the PC?
Answer: Configure your Local Area Connection correctly.
  1. Click Start —> Control Panel.
  2. At the top right beside View By, use the dropdown to select Small Icons.
  3. Click Network and Sharing Center.
  4. At the far left, click Change Adapter Settings.
  5. Right-click Local Area Connection —> Properties.
  6. Double-click Internet Protocol Version 4.
  7. Select Use The Following IP Address and enter the following:
    • IP Address:
    • Subnet Mask:
    • Default Gateway:
  8. Select Use The Following DNS Server Addresses and enter the following:
    • Preferred DNS Server:
  9. Click OK, then click Yes on the popup.
  10. Click OK, and close the control panel window.
Note: When using MWD Config or BTR Interface, choose Local Area Connection in the Available Ethernet Connections popup.
Question: How do I properly Configure the Wireless Network Connection?
  1. Click Start —> Control Panel.
  2. At the top right beside View By, use the dropdown to select Small Icons.
  3. Click Network and Sharing Center.
  4. At the far left, click Change Adapter Settings.
  5. Right-click Wireless Network Connection —> Properties.
  6. Double-click Internet Protocol Version 4.
  7. Select Obtain An IP Address Automatically.
  8. Select Obtain DNS Server Address Automatically.
  9. Click OK.
  10. Click OK, and close the control panel window.
Note: When using or , choose Wireless Network Connection in the Available Ethernet Connections popup.


Question: What kind of Quality Control Procedures do you have in place?
Answer: Bench Tree's philosophy states that "everyone owns quality." This means each employee shares personal responsibility for the delivery of quality products, services, and an exceptional user experience. We empower our employees to take ownership beginning with a mandatory Quality Training course. After successfully completing the course, each employee signs a "Quality Pledge" promising their unwavering commitment to enforcing Bench Tree's rigorous standards.

Additionally, all Bench Tree assembly, maintenance, and repair personnel are certified by the IPC® (Association Connecting Electronics Industries) as specialists in IPC-A-610, Acceptability of Electronic Assemblies. This standard governs the quality of both Class 2 (surface) and Class 3 (downhole) products. This certification establishes the minimum for the additional requirements needed for downhole assemblies. We maintain designated checkpoints throughout our manufacturing and repair processes, from incoming components to outgoing final assemblies. All stations are staffed by experienced, certified technicians dedicated to Bench Tree Standards. Finally, routine workmanship audits are conducted to ensure our processes and procedures continuously meet—or exceed—industry standards.
Question: What does Quality Assurance do?
Answer: Bench Tree's Quality Assurance (QA) Group is responsible for ensuring the suitability to task of incoming components and assemblies, meaning they are tested to conform with our stringent requirements. QA also performs quality control (QC) inspections on all Bench Tree-built PWB assemblies, holding these units to the same rigorous standards outside vendors must meet. Finally, QA continually conducts audits of processes, procedures, assemblies, and products throughout the factory. These exercises help Bench Tree continually refine processes and products to deliver unparalleled accuracy and reliability.
Question: What happens when a nonconformity is identified?
Answer: Bench Tree QC procedures are carefully designed to identify issues as minor as a cosmetic scratch. No matter where a product is in our process when an issue is identified, it is pulled offline, the problem thoroughly investigated, and corrective action taken. In rare cases this can delay shipping. However, the client is notified of any potential delay. Only products that pass all our rigorous inspection criteria are permitted to ship.
Question: How do you log and track nonconformities?
Answer: Bench Tree maintains an internal database tool called "Single Nonconforming Incident Tracker" (SNIT) used to log issues requiring corrective action. Logged issues are reviewed and addressed by management weekly. Before a SNIT report can be closed, the functional area it relates to must demonstrate the issue has been contained, the root cause identified, and corrective action taken. QC verifies the effectiveness of any corrective action before approving and closing the SNIT report.
Question: What does quality mean to Bench Tree?
Answer: At Bench Tree, we understand reliable drilling services depend on accurate, rugged, and reliable equipment to extend MTBF for more efficient operations, but there's more to quality than simply delivering best-in-class products. That's why we supplement our proven product lines with exceptional service, extensive training, and responsive support. At Bench Tree, quality means delivering the best total client experience in the business. Our future depends on it!
Question: Does Bench Tree maintain a quality manual?
Answer: Yes. Bench Tree's Quality Manual serves as an introduction to our expansive Quality Management System documentation. The document governs our internal workmanship standards by defining procedures, processes, engineering requirements, applicable industry standards, and related requirements. The manual is organized by general industry standards and by specific products where general standards are inadequate or do not apply.