User's Manual

Subfloor EZ Node Hardware Installation Guide
Version 1.0
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Appendix B – Technical Support and
Return Material Authorization
This appendix describes how to contact Technical Support, open a Technical Support Case, and
receive a Return Material Authorization (RMA) to return a SynapSense product for replacement. Not
all problems will result in a RMA.
Technical Support
For all technical support issues, contact SynapSense Technical Support:
Tel: [phone], option 2
Email: [e-mail]
Web: http://www.SynapSense.com
Opening a Technical Support Case
Follow these steps to open a Technical Support Case
1. Search the SynapSense Knowledge Base at
http://www.synapsense.com/ (click Support Login at the top of the page).
a. Login using your email and password.
b. Search the knowledgebase for the symptom. If the knowledgebase solution does not resolve the
issue, enter a Technical Support Case.
2. Describe the following information:
a. Symptoms or how to reproduce the problem.
b. Damage to the product, such as dropping or exposure to condensing humidity.
c. Attempted measures to resolve the problem.
d. How long has it been in service? Include all information regarding the device history: “Dead”
on arrival? Failed upon initial installation? Failed after initial install, but nothing changed with
the unit. Failed upon some subsequent action (moved, redeployed, SMOTA, etc.).
e. Part number (underside of most nodes).
f. Serial number (underside of most nodes), typically beginning with PR or AM.
g. MAC ID (on the exposed barcode label).
h. Quantity.
Return Material Authorization
SynapSense products carry a one year warranty from date of purchase and have a low failure rate and
most customer inquiries result in a solution without returning the product. It is important to
SynapSense to provide a high quality product; therefore, all failures are taken seriously and we ask
that all damaged or non-functional products be returned for root cause analysis.
When it is necessary to return a damaged or defective product, a Return Material Authorization (RMA)
is required. Returns are only accepted with an accompanying RMA number issued by SynapSense
Technical Support.