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I suspect that my device is defective. What do I do?

Learn the correct steps to take if you suspect your Trackunit device is defective.

Updated over a week ago

If you suspect a defect, do not attempt to open or dismantle the device, as this may void your warranty. Instead, follow the steps below.

File a quality claim

If you believe your device is faulty, reach out to our Customer Support team:

  1. Open the Messenger in the bottom-left corner of the page, and click Messages

  2. Select Create a ticket

  3. Describe the issue in detail, and add photo documentation

  4. A Customer Support agent will contact you and help with troubleshooting

If the device replacement is urgent or critical

If the device is crucial and needs immediate replacement, you can replace it before filing a claim, but follow these steps:

  1. Attempt to troubleshoot thoroughly (e.g., check power supply and installation)

  2. Do not open the device

  3. Take photos of the device and its installation for documentation purposes

  4. Replace the device on-site if troubleshooting fails

  5. Make a note of any visible issues like rattling or water damage

  6. File a quality claim through our Messenger as described above

Warranty at Trackunit

Our Trackunit hardware includes a standard 12-month warranty starting from the shipping date. However, some of our customers may have extended warranty terms. Therefore, we recommend checking your contract for specifics.

The warranty excludes normal wear and tear or physical damage, unless confirmed as a design or functional defect by Trackunit Engineering or Quality Control.

If you are unsure about your warranty coverage, contact our Customer Support team for assistance.


💡 Tip:

Need more help?

Click on the Messenger icon in the lower-left corner to get in touch with Customer Support.


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