Where the equipment has suffered a hardware failure and the device is covered under the manufacturer warranty, the customer must log a request for maintenance services in accordance with the RMS fault logging procedure below.
The technical team will endeavour to assist the customer by phone or email wherever possible. The RMS technical team will check the expiry dates to ensure the customer qualifies for this service. If the customer doesn’t qualify or the policy has expired, the customer will be given an option of a quote for repair.
OXHOO HARDWARE – FAULT LOGGING PROCEDURE
Customers are to contact RMS by calling 01750 700527 Option 1 or by opening a support request in the first instance, to ensure the correct information is captured. The faults are initially triaged by the RMS Technical Support team, before an RMA is raised with OXHOO.
To log a call, the following information will be required:
• System model
• System serial number
• Fault details
• Site address and contact number
• Site contact
This is a five-day service provision – Monday to Friday excluding Bank Holidays, between the hours of 9am to 5pm for logging calls and emails. Any email sent on a Saturday, Sunday or Bank Holiday will be logged the next working day.
The return of the product is entirely at the responsibility of the customer, unless in the case of a DOA.
DEAD ON ARRIVAL(DOA)
In the event of system arriving and being classed as DOA, please follow the fault logging procedure above. A replacement for the equipment will be sent and the faulty device picked up, all OXHOO equipment has a 7 day DOA period from date of delivery.
Should you have any further questions, please contact our support team by
calling 01750 700527 Option 1 or open a support request.