If you've bought a router product directly from SEG and are having problems getting it online, you can contact us for support to get you going. For any non-urgent connectivity issues, please use email. Please do not contact SEG directly if you did not purchase your product directly from us.

Telephone support for SEG customers is available for connectivity issues only, i.e. getting your product online. More complex setup (including VPN, filtering etc.) other advanced feature implementation or application support is not supported by telephone - please use email. Remember that our web site does also have good setup/troubleshooting guides for most products.

Telephone support is available for a minimum of 90 days from purchase; this is a courtesey service without charge (other than the cost of your phone call). Beyond that, support is available indefinitely on all products (whilst they remain current) by email/fax. For support, please always have your invoice to hand as your proof of purchase and please state the invoice number in all correspondence.

Please note : The "VigorTalk for DrayTEL" is a DrayTEL OEM product and supported by DrayTEL directly. We do not provide technical support directly for that product.

Support is normally available Monday-Friday 10:00-17:30, but always subject to availability; no specific availability can be guaranteed or offered, except where a separate support agreement has been made and/or paid for. The support we offer covers only operation of the items purchased from us within our published specification (that on our own web pages), not additional products, software or other system issues.

When making a report, the following information is usually needed (where applicable) :

1. Your invoice number - on the top right hand of your invoice. This is essential to ensure efficient customer validation so please have it ready. We recommend that you write it down and keep it with the product.
2. Product Serial Number (normally on the bottom of the unit)
3. State the product/model you are using and very importantly its firmware level/version.
4. The line type it is connected to, e.g. ADSL, Cable, ISDN2e, Home Highway etc.
5. A concise description of the problem; please do not give lots of background information or history except where you think it may be directly relevant to the problem.
6. Confirm whether the problem is permanent, reproducible or intermittent and any elimination you have done which might assist in narrowing down the problem.

Warranty / Repairs

All new products which we supply have at least a 12 month manufacturer's warranty; in many cases longer. If your product fails to operate correctly, then in the first instance please contact Technical Support. In many cases, problems are solvable quickly and there is no actual fault. The manufacturers' warranty typically covers failure of the product due to faulty workmanship or component failure when the product is used as intended; it does not cover external factors outside the manufacturer's control.

Returning Items for Repair

If it is determined by us that the product is faulty, then you must return it only after you've received a returns authorisation number from us - this ensures that we can track all returns accurately and can turn them around promptly. Upon receipt of the authorisation, the item should be returned within the time requested (normally 7 days) otherwise the returns authorisation will expire and we will assume you have remedied the problem. Any products returned without a valid returns authorisation will be returned to you at your cost. Please retain all parts and packaging from your product in case a return is necessary, though we will advise which parts need to be returned depending on the actual problem. Your statutory rights are not affected.

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All sales are subject to our standard terms of trading; information is provided
in good faith but subject to change at any time without notice. E&OE. Modified 17/04/05
 
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