Once a product fails, you will get to know what Zyxel defines as customer service. Quick help and an extended warranty for Zyxel products will get you connected in a short time. Based on the type of device and the country, where the customer is requiring the services, we offer the following service types:
|We send a replacement device within three business days when we confirm a defect on your product. You can recycle the defect device at the local collection for electronic waste.|
|We will finish a repair or swap of a defect device within two business days after the device has reached our service center. To get your device services, simply return it based on the information in the email document we send you.|
We will ship a pre-swap device to you on the next business day. As soon as you tested and swapped the device against the defect unit, return the defect device to our service center within 10 days.
Devices covered by the NBDD service will reach the destination during the next business day after we send you a confirmed RMA case number.
Please regard that Zyxel can offer services in the EU mainland. Exceptions can be found in the terms and conditions of each service, which we describe in detail as follows.
Advanced Replacement during the next business day
To avoid stress we offer two methods of advanced replacement service for our business products. Which products we define as business products are in an overview on our website under Support/Products and Warranty.
Shipment on the next business day (NBDS)
This service is included with all Zyxel Business products. When the Service center confirms a defect on the device, our system will send a confirmation email with the case number (ex. UK1902…) and we will ship out the advance replacement device to the customer on the next business day. The shipment will reach you within two or three business days. After you tested and swapped out, you will need to return the defective product back to the service center within ten business days.
Delivery on the next business day (NBDD)
This service tops all others because we will deliver the device on the next business day based on the Professional advanced replacement service. This service offer is ideal for central network equipment and customers can apply this voucher to any of the listed models covered by the service. We recommend completing the registration of the product and activating the service license within the lead-time. When the device is registered, we will provide you with an advanced replacement device on the same day the defect claim is completed, so you get the replacement in your hands during the next business day.
All terms and conditions are published here.
Dead on Arrival Policy
(valid from 01.11.2018 in EU** countries)
Zyxel will treat all defects covered by our warranty policy as D.O.A. within 30 days after purchasing the product from an official dealer. If a customer chooses to contact the Zyxel RMA department, Zyxel will process the claim as DOA with an advanced swap service of the product and a free return shipment voucher to our nearest service center. To prove that the device is dead on arrival, the customer needs to get a confirmation from the Zyxel Support team about the defect and provide the purchase invoice.
(**Valid in Austria, Belgium, Czech Rep., Denmark, Finland, Germany, Italy, Netherlands, Poland,
Spain, Sweden, United Kingdom)
Spare Part Service
Our products are sustainable not only because of the green energy consumption during the operation period but also as Zyxel offers a reasonable repair and spare part service even after the lifetime of the product. The service remains until two years after EOL for consumer products and up to seven years for professional and small or medium business products.
More details about all services: