RMA Process

For items damaged in transit, please contact our Customer Services Department.

Please complete the Customer Service Enquiry form at: https://mayflex.com/customer-service-enquiry

Alternatively please call them on 0800 093 1202 or email customerservice@mayflex.com 

You do not need to complete the rest of this form.

APC handle all troubleshooting and replacement enquiries related to suspected faulty goods directly. Please contact APC Support on 0800 279 9254.

APC engineers will quickly be able to troubleshoot and diagnose the fault and advise accordingly. They will be able to authorise a replacement if necessary.

The serial number of the device will be required when contacting APC support.

For all Axis RMAs, you will need to deal directly with Axis. Mayflex no longer process these RMAs.

Please contact Axis directly through your partner portal.

Additional information can be found here:

For support enquiries: https://www.axis.com/gb/en/support

For RMAs: https://www.axis.com/gb/en/support/warranty-and-rma/rma-eur

Technical Support is managed by BCD directly, rather than Mayflex.

Please contact techsupport@bcdvideo.com or ekozlovitser@bcdvideo.com

Please note that BCD support is based in the USA so there may be a delay receiving a response.

For all RMAs for Milestone, please contact their Technical Support directly, as they manage their own RMA process. You can either raise a case through the Milestone portal or by contacting them on 0118 402 4726 opt 2.

Please note that you will need your Partner ID when using the portal or the Tech Support number.

Milestone Tech Support will confirm if an RMA is required or if this can be resolved whilst on site.

You do not need to complete the rest of this form.

For suspected faulty goods from Paxton, you will need to contact Paxton's support directly. Please call their support on 01273 811011.

If they are unable to resolve the issue, you will be emailed a returns number.

Once you have this returns number, you can:

a) Send the product directly to Paxton with the returns number for an exchange. 

Or b) return to your distributor for an exchange. 

This must be done within 30 days.

Please contact QNAP Technical Support team directly regarding suspected faulty goods so that they can provide a case number.

Their contact details are below:

Telephone:

0333-344-2522 ext 2

Available: 09:00–12:00

Helpdesk:

https://helpdesk.qnap.com/

Available 08:30–17:30

Mon - Fri (GMT+0, Summer Time: GMT+1, except bank holidays)

Please contact Suprema directly for any troubleshooting by calling 0800 368 8123 op 1 or 2 or by emailing tech_uk@suprema.com

Suprema will diagnose the issue and if a fault is found they will issue a case number, which should then be provided to Mayflex.

Please only complete the below form if you have this number from Suprema, as this is required to process the RMA.

Please note that Secure Logiq will handle all support calls. All collections and replacements are to be handled by Secure Logiq directly.

Tel: +44 (0) 20 3475 5743 

Email: support@securelogiq.com

Technical support and RMAs are managed by Tether directly. Please contact +44 (0)208 099 6260 or email mike.morris@tetherit.io 
 

Troubleshooting:

We recommend that any troubleshooting for a switch is attempted on site, as it will be difficult for Mayflex Technical Support to replicate and confirm a fault once off-site.

• If the item is completely not responding, please try a different power cable.
• If the item has a separate PSU, please try another if possible. And list the voltage of the PSU.
• If the item has dead ports please list the relevant port numbers.
• Always set the item to factory defaults and check that the latest firmware/drivers are installed as it may be incorrect configuration issues that are affecting the performance of the item.
• If you can get a link light but the item is not passing data, make sure you can ping between two ports on the same switch.

If you are unsure how to perform any of the above. Please contact technical services on 0800 093 1202 option 2.

If you have tried the above, please complete the rest of the form providing details of the suspected fault.

Troubleshooting:

We recommend that any troubleshooting for a switch is attempted on site, as it will be difficult for Mayflex Technical Support to replicate and confirm a fault once off-site.

• If the item is completely not responding, please try a different power cable.
• If the item has a separate PSU, please try another if possible. And list the voltage of the PSU.
• If the item has dead ports please list the relevant port numbers.
• Always set the item to factory defaults and check that the latest firmware/drivers are installed as it may be incorrect configuration issues that are affecting the performance of the item.
• If you can get a link light but the item is not passing data, make sure you can ping between two ports on the same switch.

If you are unsure how to perform any of the above. Please contact technical services on 0800 093 1202 option 2.

If you have tried the above, please complete the rest of the form providing details of the suspected fault.