Warranty & Support

Warranty Claims & Product Support

Our goal is to keep dealer projects moving: clear troubleshooting lanes, fast triage, and clean warranty/RMA handling. Start by emailing support@simplycontrolled.ca with the required details so we can route your issue correctly.

Email support@simplycontrolled.ca (triage first) Include photos + serials where applicable RMA issued only after verification
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Fast Triage

We confirm the right lane: install issue vs defect vs DOA vs shipping damage

Required Info

Invoice/PO, SKU, qty, issue description + photos/video, serials (if applicable)

Resolution

Replace/repair/credit path depends on brand policy and verification

Best practice: Treat this page as the “how-to” for support. The more complete the first email is, the faster we can resolve the issue.

Support & Warranty at a Glance

This page is the operational source of truth for warranty/support workflows. We route by symptom and product type to reduce downtime and avoid unnecessary returns.

Before a Warranty Claim
  • Confirm install basics (power, wiring, network, settings, compatibility)
  • Share photos/video of the issue and the installation context
  • Provide serial number(s) when applicable
What to Email Support
  • Invoice/PO number
  • SKU(s), qty, and ship-to name
  • Issue description + troubleshooting already attempted
  • Photos/video + serials (if applicable)
What Happens Next
  • We confirm the correct lane: tech support vs warranty vs DOA vs shipping damage
  • We advise next steps and issue an RMA when needed
  • We confirm where to send items and how to label them
Important Notes (Dealer Reality)
  • Do not ship anything without an RMA
  • Brand policies vary — we’ll confirm requirements before you return
  • Installed/opened items may require troubleshooting verification before approval

Warranty & Support Workflow

This workflow protects your time: fast triage first, then the correct manufacturer-approved path.

Email support with the required details

  • Send PO/invoice, SKU(s), qty, issue description, troubleshooting attempted.
  • Include photos/video and serial numbers where applicable.

We triage and confirm the correct lane

  • We determine whether it’s configuration/compatibility, install, defect, DOA, or shipping damage.
  • We may request one more detail to avoid unnecessary returns.

RMA issued if required

  • If a return is needed, we issue an RMA and provide packaging/shipping instructions.
  • We confirm return-to location and any brand-specific requirements.

Resolution (brand policy dependent)

  • Outcome may be replacement, repair, or credit depending on verification and manufacturer policy.
  • We communicate next steps clearly to keep your project moving.

Warranty & Support FAQs

Practical answers for how dealers actually work: fastest path, required info, and what to expect.

Do I need an RMA for warranty returns?

Yes. Warranty returns require verification and an RMA. This prevents delays and ensures the right manufacturer process is followed.

What if the issue looks like an installation or configuration problem?

Email support anyway — we’ll triage first. Many issues are resolved faster through settings/compatibility checks than through returns.

What counts as DOA (dead on arrival)?

DOA handling varies by brand and often requires quick notification plus photos/serials. Send details immediately and we’ll confirm the correct lane.

Should I send items back right away?

No — please wait for approval and instructions. Shipping items without an RMA can slow resolution and may be refused.

Dealer-first support, built for projects.

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Need help now? Email support

Last updated: February 2026