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

Learn what to do if you suspect that your device is defective.

Updated this week

Do not attempt to break the device open if you suspect that it is defective, as it may void your warranty. Read this article to find out what to do instead.

File a quality claim

Reach out to our Customer Support team to file a quality claim.

  1. Open the Messenger in the lower left corner of this page, and click on Messages
    --> Send us a message

  2. Select Create a ticket

  3. Describe the issue to our agents and add photo documentation

A Customer Support agent will get in contact with you and help you troubleshoot your device.

If the device replacement is urgent or critical

If it is urgent or critical for the device to function immediately, you may need to replace the faulty device right away and file a quality claim afterward. If you decide to proceed with this, follow these steps:

  1. Attempt to troubleshoot the device as thoroughly as possible. This includes checking for power issues and verifying proper installation. However, do not break open the device

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

  3. Replace the device on-site if you are unable to troubleshoot it successfully

  4. If the device rattles or shows signs of water damage, make a note of this for the quality claim

  5. File a quality claim with our Customer Support team through our Messenger as described above


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