Troubleshooting & Repair
If you experience problems with any of our equipment and have not been able to correct the problem after reading the owner’s manual, please contact our customer service department. Every effort will be made to correct the problem via phone support. If it is determined that the equipment needs to be returned to NSMS for repair, an RMA # (Repair Authorization number) will be issued. NSMS will not accept any repairs without a Repair Authorization Number.
NSM Surveillance will, upon receipt of a notice from the Purchaser within the warranty period, replace or repair any defective equipment, or any defective material or workmanship in the product. Please refer to our standard warranty policy for additional details.
1. Contact Customer Service
Please use one of the following methods:
Phone: (619) 670-0616
Fax: (619) 670-7040
Email: support@nsmsurveillance.com
Mailing Address:
NSM Surveillance
2709 Via Orange Way
Suite B
Spring Valley, CA 91978
Attn: Customer Service
2. Equipment Repair Form
Please fill out and submit the form below; NSMS will contact you with an RMA #.
A claim form is required to be completed for each individual claim. We suggest you print out this form and include it with your repair. You may also download the form Equipment Repair Form.
3. Claims Process
Upon receipt of the Equipment Repair Form NSM Surveillance will initiate the claim process, and the sender will be provided by fax or email with the following:
- Repair Authorization Number (RMA)
- Instructions for the return of the faulty part or component
The RMA, the component(s) and copies of relevant information/documents should then be forwarded to customer Service, NSM Surveillance.
NSM Surveillance
2709 Via Orange Way, Suite B
Spring Valley, CA 91978
RMA # _____________
Attn: Customer Service
4. Procedure Summary
- Contact NSM Surveillance Customer Service
- Complete repair form and forward to NSM Surveillance
- Await RMA (if applicable)
- Return labeled components with RMA and relevant information/documents to Customer Service, NSM Surveillance (on your freight account)
5. Non-Warranty Repair Costs:
- Minimum charge of $250 for evaluation and diagnosis (this will be charged even if you decide not to have the repair performed).
- NSMS will submit a repair estimate for your approval for all non-warranty repair costs.
- The $250 evaluation charge applies to all non-warranty repairs.