In order to ship anything back to us, please include the Return Materials Authorization (RMA) form. Call us at (858) 748-1777 to be assigned a number in our RMA system. We will ask you for your name, company or team name, what product is being returned, and complaint or problem. Click here to get the form.
Sometimes we are able to troubleshoot over the phone and save you the trouble of shipping the unit back. Sometimes we also can determine that other items might be a problem (camera wires, camera, power to the unit, recording media) and let you know we need to see those items also.
You may also be helped by looking under the support menu for your product and we have documented some common things to look for or help in diagnosis.
Please package the return well, and make sure it is insured just in case. Use our San Marcos facility address (on the RMA) unless instructed otherwise.
If you need a repair done in a hurry, please let us know and if we can, we will try to make that happen. Sometimes repairs can take weeks in our system. We can also consider loaners or replacements if needed.
Please be as complete as possible. We are pretty good at determining the problem once it is in our hands, but just a note saying “broken” is less helpful than “did not record video, LCD screen lights up white with no text.”