Prepare your service request
Send your order or invoice reference, product model, device serial number, purchase date and a short description of the problem. Include when it started, how often it occurs and whether one or several devices are affected. Photos, a short video or relevant logs can help explain the issue.
Initial checks and diagnosis
Contact the JSC representative shown below. Keep the device available for checks and describe any recent installation, SIM, power or configuration changes. Agree on safe diagnostic steps before resetting the device or changing firmware. A case reference and the next update can be agreed with your contact.
Confirm coverage and the proposed solution
Warranty period, coverage and exclusions follow the terms confirmed for your order. Diagnosis may lead to configuration guidance, further testing, repair or replacement, subject to assessment. Before proceeding, confirm any inspection, parts, labour or transport charges and the expected handling schedule. No repair or replacement outcome is guaranteed before assessment.
Arrange an approved return
Do not send equipment back without return instructions. Confirm the recipient, address, return reference and required accessories. Back up any needed configuration, remove the SIM unless requested and protect device contacts. Use suitable packaging; for damaged or swollen batteries, stop using the device and ask for safe handling and transport instructions.
Track repair and return delivery
Keep the shipping receipt and tracking reference. Confirm receipt with your contact and request an update if the agreed check-in is missed. Any repair quotation, replacement proposal or return freight arrangement should be agreed before proceeding. Preserve the service history for future enquiries.
Verify the result and close the case
After return or remote resolution, repeat the original usage scenario and check power, connectivity, location reporting and any relevant alerts. Tell your contact whether the issue is resolved. If it remains, refer to the earlier case and include the new observations so the investigation can continue.
Before you proceed
This guide describes the working process. Warranty, fees, delivery dates and support commitments are confirmed for each order or service agreement.