How can I raise my concern to Zyxel?

We at the Zyxel Support Campus love to help out our customers - the platform you are currently visiting and reading this article on is the ultimate testament to this burning ambition of ours.

But sometimes, the possibilities and the different natures of specific concerns, messages and inquiries our customers want to forward to us might require different approaches. This article strives to give you an overview of different types of support interactions and inquiries and hopefully will grant you a helping hand on getting your point across as efficiently as possible. One very fitting, slightly changed quote by Emmert Wolf is "A person is only as good as its tools." - we can only deliver top-notch support upon reception of relevant and precise information. Without further hesitation, let's take a look at the different support interaction types!

Table of Content:

"I might have found a bug" - What can I do?
"I need that feature in my life" - How can I get it?
Configuration Request (Config-Voucher)
Support Inquiry
RMA Inquiry
"Where can I buy" / "How much does it cost" and other sales inquiries

"I might have found a bug" - What can I do?

Even though our engineering department does all in their power to get our products as smoothly working and as secure as possible, chances are that bugs, vulnerabilities will occur. In this case, we highly recommend reaching out to us in a direct fashion by creating a normal support inquiry and adding in relevant details, which include, but do not exclusively consist of:

Devices in use
Firmware versions applied to the Zyxel units (and if relevant, other systems as well)
Network topology
Description of the issue
Description of the anticipated/desired behavior
Possibly details to evaluate the issue for ourselves (configuration file, TeamViewer access e.g.)

The goal is to be as precise and to the point as possible. Once we have clear outlines, on how to reproduce/evaluate the bug, we then start a full-scale investigation with our engineering department located in Taiwan to find the root cause of this behavior and hopefully provide you quickly a fix to the bug found. It can be, due to the engineering department working from Taiwan, that we need access to the system in question during night-times - if possible, please arrange such, or eventually align an appointment with support in the morning office hours.

Report Bug to us: How to contact Support Team?

"I need that feature in my life" - How can I get it?

Sometimes, our units might lack a certain feature with is incredibly important for a project of yours, or simply lack features that you feel belong in that device - by creating a feature request, you can raise awareness within our support organization and hence within our engineering department for your particular desired request - you may find a dedicated article to this topic here: Feature Request - How can I raise it to Zyxel?

Configuration Request (Config-Voucher)

As one of the leading companies in creating cutting-edge networking technology, it cannot be asked by all of our customers to be up to date on how to configure our devices. To cater to this target group, we have implemented configuration services.

Configuration services are paid and reserved timeslots where you, together with one of our experienced engineers at your side, configure a variety of different network scenarios. The complexity and duration of the session vary, depending on the voucher you have purchased, but from a very high-level perspective, it works as follows:

You purchase a configuration voucher
You follow the advisory on the voucher, most likely sending in an e-Mail through either a dedicated mail address or our support portal under the flag of a configuration service
We evaluate the duration and complexity to see if the voucher you have purchased suits the desired outcome/setup request
We arrange an appointment with you (mostly we need 2-3 days for planning such a service appointment beforehand, so apologies for any delay caused!)
You make sure that all of your Zyxel devices are up-to-date, the Topology is clear and we have remote access which is independent of the devices to be configured (HotSpot WiFi or similar)
We configure the device and help you along the way via explanations etc.
Have a working setup and be happy with the results!

Zyxel Professional Services - The easiest way to get your network running! (Configuration- & Site-Survey-Services)

Support Inquiry

The backbone of interactions with us, the support inquiry is firstly a generic term under which all the here mentioned inquiries, but secondly also a specific request in which you seek assistance on a current setup not working the way you anticipate - in most cases, support interactions are cases in which there is a small misconfiguration or something similar which can be resolved "on the fly" with the support agent on the phone, but there is some fluidity to all the other inquiry types - there's a thin line between support inquiry and full-blown bug-report, for example.

More information can be found here: How to contact Support Team?

RMA Inquiry

The RMA-Request/case is basically a return material authorization. Now, what sounds very complicated, is just an inquiry type that complies with warranty regulations in case you have a faulty unit. In most cases, but a bit dependent on the purchase date of the device, this means "if it's broken and we can't fix it, you get a replacement".

Please note, however, that it can be that depending on region, we cannot overtake shipping costs - but this is a regional decision and to be clarified with the RMA-serving team, if in doubt.

More information can be found here: How do I claim warranty service for my Zyxel product? (RMA-Process)

"Where can I buy" / "How much does it cost" and other sales inquiries

Sometimes, there are pending questions aside from support and aftersales services, such as "How much does device/license XYZ cost, and where can I buy it?" - unfortunately, as much as we want to help, some of these answers cannot be answered by us or are simply out of the range of services and knowledge we can deliver. In some of these cases, you might be asked to contact your regional sales department. The quickest way to reach out to the Sales Team is to either quickly search via a search engine for something similar to "Contact sales Zyxel", or use this page as a reference:

https://www.zyxel.com/uk/en/contact/contact_us.shtml

When you scroll down, you can change the region from the UK to whatever, reason you are coming from, for example, Germany:

This will then bring you to the main page of the respective subsidiary/language - scroll then down and press on "Contact" on the respective page, and it should then point you toward the respective sales department:

Hopefully, this will give you a great starting point in getting your message across at the right place and with the right information to give you the best support experience within our powers! With that said, there is only one question left: