CUSTOMER SUPPORT AND SERVICE
Zypcom offers two basic types of technical support to its customers: Pre-sales and post-sales support. In addition, we offer a unit repair service, an overnight unit replacement service and we also offer component parts for sale.
Pre-sales support includes application advice, competitive information and compatibility testing, product configuration support, software compatibility information and information on product pricing and availability. In addition, we will assist customers with RFQ preparation. This type of support is available by calling Zypcom at (510) 324-2501 and asking for the sales department. New customers will also be referred to a nearby stocking Distributor upon request.
Post-sales support is handled by Zypcom Technical Support Department. Customers will normally work with their resellers support engineers for assistance in the installation of a product or in the troubleshooting of a product-related problem. If this is not available then Zypcom Technical Support will also provide assistance to the customer. Zypcom Technical Support can be reached at (510) 324-2501. The Technical Support Department also provides verification that a product is defective which is required before a warranty unit exchange can occur.
SERVICE AND SUPPORT QUESTIONS
If you have a service question, please call, fax or e-mail us. We have support available nine hours a day, Monday through Friday. Phone (510) 324-2501 from 8:00 a.m. PST to 5:00 p.m. PST to talk with a support representative. Our fax number is (510) 324-2414 or e-mail us at firstname.lastname@example.org.
Emergency overnight replacements are available on most products in the United States. For a flat expediting fee (plus overnight freight costs) and without any prior contractual commitment, a replacement unit can be sent overnight to your location. Exchange orders received by fax or phone by 1:00 p.m. PST can expect next-working-day delivery. Exchange replacements are available for both in-warranty and out-of-warranty products. Return the failed unit, freight costs prepaid, within two (2) weeks to avoid charges for a new unit. See Overnight Exchange pricing on the repair Price list. [link this to the repairprice.doc file]
Warranty Repair - Zypcom's standard warranty covers repair charges for both parts and labor. Call the Zypcom Technical Support telephone number, (510) 324-2501, to obtain a repair order number (RO number) and shipping instructions. Send the failed product, freight prepaid, to our factory repair center. Zypcom will repair and return the unit to you, return freight costs prepaid by Zypcom, via United Parcel Service (UPS) standard delivery.
Non-Warranty Repair - Out-of-warranty products are charged a flat fee for repair. Call the Zypcom Technical Support telephone number, (510) 324-2501, to obtain a repair order number (RO number) and shipping instructions. Repair prices are available from the Technical Support Department, your distributor or from www.zypcom.com. Payment may be made with Visa, MasterCard, check or purchase order (COD). Please have the product model number and serial number available before you call. Repairs are returned via United Parcel Service (UPS), standard delivery unless requested otherwise.
Repair warranty is one year on the repair work performed.
Call the Parts Coordinator at (510) 324-2501 for all your parts needs. We stock manuals, power supplies, cables and a large inventory of component parts. Boards and components are available for some of our older products.