Hardware Warranty Claims, Replacements, and On-Site Service Guidelines – SWTCH

Warranty Eligibility and Claim Process

To initiate a warranty replacement, the following information is required: Name, Phone, Email, and Shipping Address for the recipient of the replacement unit.
Proof of purchase, such as an order confirmation email, opportunity number, or invoice, may be required to verify warranty eligibility if the unit cannot be located in company records.
Warranty coverage is confirmed by the support team after verifying purchase details and the nature of the issue; if the unit is no longer under warranty, an RMA will not be possible.
If a warranty replacement is approved, the company covers the cost of the replacement unit and shipping, but labor costs for installation are typically the responsibility of the customer or property manager.

After confirming a replacement is needed, support requests the recipient's shipping address, name, phone number, and email before arranging shipment of the replacement unit.
Once the replacement unit has shipped, support provides the tracking number to the recipient as soon as it becomes available.
If a faulty unit is being replaced, support provides a return label or instructions for returning the defective unit after the replacement has been shipped.

SWTCH does not send technicians directly for on-site service; instead, a third-party technician or channel partner must be engaged, and the costs of the site visit are to be covered by the property owner or management group.
Site visit costs for troubleshooting or repair are the responsibility of the property owner or manager, except in cases where the issue is confirmed as a hardware fault under warranty, in which case SWTCH covers only the cost of the hardware replacement, not the labor or technician visit.
If a site visit is required, SWTCH can facilitate an introduction to a third-party technician or channel partner, who will provide a quote for the visit; work will only proceed if the property owner or manager approves the quote.
SWTCH provides remote support and troubleshooting, but if remote efforts do not resolve the issue, an on-site visit by a third-party technician is required, and the associated costs are not covered by SWTCH.

To initiate an RMA or warranty replacement, the customer is asked to provide the shipping contact's name, phone number, email address, and the full shipping address (including postal code or zip code). This information is required to process and ship the replacement unit or part.
When a unit is subject to RMA, the process may take 2–3 weeks depending on stock availability. Customers are notified when the RMA is submitted and when the replacement unit is shipped, including tracking information. The RMA process is considered started once the request is submitted.

When a replacement part is required for a charger, the support team coordinates with the relevant department or service partner to arrange shipment and installation. Updates on shipping timelines and tracking numbers are provided as soon as they are available, and customers are notified when parts are dispatched or received.
Tracking numbers for shipments of replacement parts or equipment are provided to customers once the items have been dispatched, and customers are encouraged to use these tracking numbers to monitor delivery status.
If a shipment of replacement parts or equipment is delayed or the customer requests an update, the support team escalates the case internally and follows up with the shipping or service partner to obtain and communicate the latest status, including estimated delivery dates.
When a replacement part or equipment shipment is received, the support team coordinates with the service partner or technician to schedule the repair or installation as soon as possible, and communicates the timing to the customer.
If a replacement part or equipment is covered under warranty, the support team confirms warranty coverage for both the parts and the associated service visit, and communicates this information to the customer.