If you have issue with a piece of hardware, please visit the Hardware Troubleshooting Guide for your device. If you’re unable to troubleshoot the problem, please submit a support request form. From there, a Samsara Support Rep will work with you to further investigate your issue and troubleshoot your hardware if needed. If the issue cannot be resolved, the Support Rep will authorize an Exchange, and you can expect the following:
- Return Instructions
- New Hardware
- Install Guides
Within 48 hours of the exchange being authorized, you will receive an email confirming the return. The email will include a return label, product details, and the following instructions:
1. Place all devices and accessories to be returned in a box.
- Please Note: If you have multiple returns, you may place them all in the same box with a single shipping label. They do not need to be shipped separately.
2. Print and attach the return label to the box.
3. Drop it off at any UPS location.
Note: In order for the exchange to be accepted and processed, Samsara must receive the hardware you are returning no later than 45 days following the date the RMA number and return label is issued.
Within 48hrs of the exchange being authorized, you will receive an email with the shipment details of the replacement products. This email will include the product details and a tracking number.
Once you receive your new hardware, please follow the appropriate installation guide: