If your product doesn't work, make sure that:
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Support, replacement and repair
Europe
Checklist for common problems
Still a problem?
Follow these steps until your problem has been solved.
A fully
functional unit
is sent to you
functional unit
is sent to you
Return your unit
according to
given instructions
according to
given instructions
Assistance from
Axis technical
support engineer
Axis technical
support engineer
- Search the FAQ database.
- If your unit still does not work as expected, contact Axis Online Helpdesk to obtain assistance from an Axis technical support engineer.
- If possible, attach a server report from the product.
- You will obtain assistance from an Axis technical support engineer.
- If your unit still does not work as expected, return your defective unit marked with your authorized case number to your Axis approved RMA partner or to your local reseller - according to the instructions given in your support case.
- Your Axis approved RMA partner will repair or replace your unit and return it to you. Or, your local reseller will send the defective unit to its distributor, who will send the unit on to Axis for a repaired or refurbished unit. You will receive a fully functional unit.
Support
Support in various formats is readily available to Axis customers in need of product assistance. Find more information about troubleshooting in the FAQs. For more advanced questions, contact Axis Online Helpdesk, chat or call Axis technical support.
30-day replacement
Should an Axis product be found to be defective within 30 days from the date of purchase, you are entitled to a new unit. You must always have an Axis Online Helpdesk case to verify that the unit is authorized for a 30-day replacement. Your Axis approved partner will then replace the faulty unit with a new unit.
Warranty replacement and repair*
Should an Axis product be found to be defective within the warranty period, it is defined as an RMA (Return Material Authorization) claim. This entitles you to have the unit either repaired or replaced. You must always have an Axis Online Helpdesk case to verify that the unit is authorized for RMA. Your Axis approved partner will test and repair the unit. If it is not repairable, it will be replaced with a refurbished unit.
Out of Warranty and repair*
If you have a broken unit that is out of the warranty period, you are welcome to contact Axis Online Helpdesk for troubleshooting. Out of Warranty products will be handled at Axis' discretion.
* To determine a product's warranty, you may need to send a proof of purchase to the technical support engineer who will assist you. If the product is determined to be defective, an RMA will be issued and you will be advised how to return the product with the RMA number clearly marked on the outside of the package. The customer is responsible for all return shipping expenses.
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