User's Manual

Subfloor EZ Node Hardware Installation Guide
Version 1.0
21
Returning SynapSense Products
If a product supplied by SynapSense is suspected to be damaged or non-functional in any way,
follow these steps to resolve the problem and, if necessary, return the product for replacement.
The procedure for returning damaged or non-functioning products is described below.
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 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.
What Happens Next?
A Customer Support Engineer will contact you within one business day. The Engineer may ask
additional questions or have you perform activities to attempt to resolve the issue. If the Engineer is
unable to resolve the problem, you will be asked to return the product. A replacement product will
be shipped to you at no charge.
Include the Support Case Number (RMA number) on the mailing/shipping label when returning the
product. Products received without a valid RMA number are returned to the sender. Send returns to:
SynapSense Corporation
Customer Support RMA – RMA # ______________
340 Palladio Parkway, Suite 530
Folsom, CA 95630