FAQ

If the unit is less than 28 days old then Mayflex will create an incident, send an advance replacement unit at full value (provided we have stock) and arrange for the faulty unit to be collected. A credit for the replacement unit will be issued once the fault has been confirmed by Raytec. Please note the unit will be returned to you if no fault is found and Mayflex will not be able to issue a credit for the replacement unit. This means that you will end up with 2 units if the original unit is not faulty and there might be an additional charge for this.
If the unit is older than 28 day but still in warranty then Mayflex will create an incident, arrange for the unit to be collected, test the unit, send it to Raytec for repair and return it once we receive it back. If the fault cannot be confirmed the unit will be returned to you and there might be an additional charge for this. There is no advance replacement available.

If the unit is less than 28 days old then Mayflex will create an incident, send an advance replacement unit at full value (provided we have stock) and arrange for the faulty unit to be collected. A credit for the replacement unit will be issued once the fault has been confirmed by QNAP. Please note the unit will be returned to you if no fault is found and Mayflex will not be able to issue a credit for the replacement unit. This means that you will end up with 2 units if the original unit is not faulty and there might be an additional charge for this.
If the unit is older than 28 day but still in warranty then Mayflex will create an incident, arrange for the unit to be collected, test the unit, send it to QNAP for repair and return it once we receive it back. If the fault cannot be confirmed the unit will be returned to you and there might be an additional charge for this. There is no advance replacement available.

Mayflex will create an incident, send an advance replacement unit at full value (provided we have stock) and arrange for the faulty unit to be collected. A credit for the replacement unit will be issued once the fault has been confirmed by Paxton. Please note the unit will be returned to you if no fault is found and Mayflex will not be able to issue a credit for the replacement unit. This means that you will end up with 2 units if the original unit is not faulty and there might be an additional charge for this.

If the unit is less than 28 days old then Mayflex will create an incident and send an advance replacement unit at full value (provided we have stock) and arrange for the faulty unit to be collected. A credit for the replacement unit will be issued once the fault has been confirmed by Mobotix.
If the unit is older than 28 days but less than a year old Mayflex will create an incident an incident, arrange for the unit to be collected and test the unit. If the fault is confirmed then Mayflex will request an advance replacement unit from Mobotix and send that out. The replacement unit will be sent at full value and  a credit issued once the fault has been confirmed by Mobotix.
If the unit is older than 12 months but still in warranty then Mayflex will create an incident, arrange for the unit to be collected and sent to Mobotix for repair and return it once we receive it back. There is no advance replacement available.

Mayflex can create an incident, arrange for the faulty unit to be collected and test the unit when it arrives here in conjunction with Avigilon. Once the unit has been confirmed faulty Mayflex can send a replacement unit and send the faulty unit to Avigilon but the replacement unit will be sent at full value and a credit issued once the fault has been confirmed by Avigilon.
Mayflex can create an incident, immediately send an advance replacement unit at full value (provided we have stock) and arrange for the faulty unit to be collected. A credit for the replacement unit will be issued once the fault has been confirmed by Avigilon. Please note the unit will be returned to you if no fault is found and Mayflex will not be able to issue a credit for the replacement unit. This means that you will end up with 2 units if the original unit is not faulty and there might be an additional charge for this.
Please get your engineer to contact Avigilon support on either 08000988779 or support@avigilon.com, go through all the fault finding and once fault has been confirmed by Avigilon they will give the engineer a case number. Contact Mayflex with the case number and Mayflex will deal with everything from there including sending a replacement unit at full value. A credit for the replacement unit will be issued once the fault has been confirmed by Axis. Please note the unit will be returned to you if no fault is found and Mayflex will not be able to issue a credit for the replacement unit. This means that you will end up with 2 units if the original unit is not faulty and there might be an additional charge for this. This is usually the quickest option. 

If the unit is less than 28 days old then Mayflex will create an incident, send an advance replacement unit at full value (provided we have stock) and arrange for the faulty unit to be collected. A credit for the replacement unit will be issued once the fault has been confirmed by Fluke. Please note the unit will be returned to you if no fault is found and Mayflex will not be able to issue a credit for the replacement unit. This means that you will end up with 2 units if the original unit is not faulty and there might be an additional charge for this.
If the unit is older than 28 days then please contact Fluke direct on +44 (0)207 942 0727 or support@flukenetworks.com. Mayflex is unable to assist in any way. There is also no advance replacement or loan units available.
If the unit is older than 28 days and you have Gold Support you will have been provided with different contact details for Fluke Gold Support. Mayflex is unable to assist in any way. There might be advance replacement or loan units available but please discuss this with Fluke Gold Support.  

If the unit is less than 28 days old then Mayflex will create an incident, send an advance replacement unit at full value (provided we have stock) and arrange for the faulty unit to be collected. A credit for the replacement unit will be issued once the fault has been confirmed by Axis. Please note the unit will be returned to you if no fault is found and Mayflex will not be able to issue a credit for the replacement unit. This means that you will end up with 2 units if the original unit is not faulty and there might be an additional charge for this.
If the unit is older than 28 days but still in warranty then Mayflex will create an incident, arrange for the unit to be collected, test the unit, send it sent to Axis for repair and return it once we receive it back. If the fault cannot be confirmed the unit will be returned to you and there might be an additional charge for this. There is no advance replacement available.
If you are a Axis Gold partner then please contact Axis direct if the unit goes faulty after 28 days as they will send you a advance replacement unit. If Mayflex handles the repair then Mayflex will only be able to send the unit away for repair and return it back to you once we receive it back, there is no advance replacement option.

Mayflex of course, strives to ensure that customers are pleased with the service and response times of quarries, however if for any reason you feel that you have had to wait too long for a response please speak with your account manager, and they will then escalate this to the Technical manager who will investigate the issues reported.

Yes, depending on the age of the unit some suppliers may not support an older module. Of course, you will be made aware this and the Technical Team will discuss this with you and advise the best option.

If, for some reason the supplier is unable to repair your product they will make the Technical Team aware and advise which options would to best help you, this could be simply that the supplier advises that a replacement unit will need to be sent to you and the old unit scrapped, which can be done by supplier or Mayflex. However, options may vary depending on findings of the unit; also, some findings may affect the warranty status resulting in charges for repairs.

Depending on the warranty status of the unit a repair will be Free of Charge, however, if when the supplier has investigated the unit and they have found any evidence of a void in the warranty there then maybe a charge to repair the unit. One of the Technical Team members will be in contact to discuss if you wish to proceed with the repair. Once Mayflex receive the repaired unit, you will be asked to confirm a Purchase Order number for the invoice to be charged to.

First, you will need to report the problem to the Technical Support Department, once this has is done an incident will be created and our Customer Service Department will then contact you to arrange a collection. Once the faulty unit has arrived at Mayflex, we will then arrange for the unit to be sent off to the supplier for repair. Please note that depending on supplier this can take a few weeks.

All products depending on warranty status will be returned to supplier, please discuss this with the Technical Team at technicals@mayflex.com or phone 0800 093 1202 option two.

Mayflex deals with a number of supplies, all of which have their own process regarding faulty items. Some offer repair under warranty, others issue replacement units under warranty. This all depends on which supplier’s unit is reported faulty; one of the members in the Technical Department will explain all this to you.

When an item has is returned to supplier, they will test the item/s once the fault has been confirmed a credit will then be issued, please note, depending on supplier this can take a few weeks.

If the unit is less than 28 days old, then Mayflex will create an incident and send an advance replacement out at full value (provided we have stock). Replacement units usually are processed on a next day delivery. When the supplier has confirmed the fault, a credit will then be issued for the advance replacement. However, please note that if no fault is found the unit will be returned to you and a credit will not be issued for the replacement unit.

Once the Technical Team have issued an Incident/RMA number the Customer Service department will then contact you to arrange a collection for the faulty item/s. You will receive an email with returns label attached and you will be advised to box up the unit securely with the Incident number on the outside of the box.
Mayflex will cover the costs of collections; however depending on the warranty status there may be a charge to return the unit.

Suspected faulty item/s once they have been reported faulty and an RMA number has be issued the faulty unit can be returned at any time, depending on the warranty status of the unit. When you contact the Technical Support Department, you will be asked to provide the following information:
Sales order or invoice number unit/s were purchased on:-
Full part code of unit/s Serial number on unit/s

The first step of the process is getting an RMA number. You cannot send the product back without an RMA number, if you do this you risk the item not being processed and could lead to it being lost and no action taken. First, you’ll have to contact Technical Support at technicals@mayflex.com, you’ll need to either fill out an RMA form on which can be found on the Mayflex website or call the phone number 0800 093 1202 option 2; clearly explain your problem to the Technical Support Team. They will try to fix your problem over the phone, so being clear that you have tried various solutions can help. If you say, “My product doesn’t work,” they will likely try to walk you through troubleshooting steps. If you say, “My product doesn’t work, and I’ve tried all these things, so I need to get an RMA.” and list all the things you have tried, you will probably get an RMA number more quickly.