Service & Warranty Claim ProceduresPrior to sending in the products to Synapse for warranty repair, the customer must contact Tech Support Department via one of the following methods:
• File a support case with the Online Support Ticketing System at the following link:
http://www.synapseengineering.com/support/index.php• Telephone contact our tech support department (+1 858-457-1700) and speak with a live tech support representative
• Send an e-mail to
support@synapseengineering.com Once the tech support request has been established, a representative will be in contact with the troubled customer within 24 hours (or 1 business day). A trouble shooting session is to be conducted via telephone conversation or via online support ticketing system.
Once the product is determined to be defective, the Tech Support Staff will request for the customer to send in for repair. The customer will need to fill out the Synapse Service Repair form which can be downloaded at the following link:
http://www.synapseengineering.com/archive/marketing/forums/David%20Online/Synapse_ServiceForm.pdfFill out and print the completed service form and include with the product package upon sending into Synapse Warranty department.
The customer's service ticket number will receive periodic repair status updates through out the service process. The service ticket will be closed as the finished product is being shipped back to the customer.
The normal warranty repair turn around time is 7 business days from the day of the product’s arrival at Synapse Warranty department. The warranty repair may take up to 30 calendar days in the event a needed part that requires to special order from supplier. The customer will be notified in advance when the repair time is to exceed 7 business days.
This Service and Claim Procedure maybe modified without prior notice. If you have any immediate concerns regarding to your repair status, please contact our support department at +1 (858) 457-1700.
