Support and RMA

Support and RMA: report a fault, return a device

Report a fault or announce a return here. The help desk in Baar usually replies within one to two working days.

Support and RMA

How do I report a fault or a defective device?

For cases in an existing installation: the configuration is unclear, communication is not being established, or a device has to go back for investigation. Please register a return beforehand – much can be settled remotely.

It is on the front panel; the part number too if needed.
On the M-Center under Settings, System information.

Fields marked * are required.

Photos of the rating plate and the installation speed things up considerably. Please send them to helpdesk@emuag.ch.

What EMU needs for an RMA investigation

  • Product, part and serial number
  • Bus system used and firmware version
  • The exact fault or error message, not an interpretation
  • When the fault first occurred and what changed before that
  • Photos of the rating plate and of the installation in the distribution board

Frequently asked questions

Frequently asked questions about support and RMA

How quickly will I get an answer to a support request?

Usually within one to two working days by email. Urgent faults are quicker to resolve by phone on +41 41 545 03 00.

What does EMU technical support cost?

Support and commissioning are charged by time spent, in quarter-hour steps from 15 minutes. This does not apply to brief advice on product selection.

What details does EMU need for an RMA registration?

Product and serial number, the bus system used, a description of the fault and when it first occurred. Photos of the rating plate and of the installation speed up the investigation.

Can I send a device in without getting in touch first?

Please register the case beforehand. Many faults can be settled remotely, and in the case of an actual defect, prior registration makes sure the device is assigned to the right investigation.