What are the differences between contacting channel partners and PBN directly?
There are no major differences, the partners are trained PBN representatives, they will understand your specific needs and are in most cases located nearby. PBN sales representative are also available upon request and are in close contact with all our channel partners.
Where can I find a list of PBN Approved channel partners around the world?
A full list of the PBN approved partners around the globe can be found here.
Where around the world do PBN have telecommunication system deployments?
PBN have multiple reference sites or network deployments around the globe and your nearest channel partner or PBN sales representative can discuss these with you.
How do I submit a Support request with PBN?
PBN offer support via our dedicated support portal
I am a new customer, who can I contact for support with my system?
There are many ways to obtain technical support for your new or existing PBN devices. Depending if you purchased from one of our channel partners or directly from a PBN sales representative you can choose a support path here.
How long is the product warranty?
The PBN product standard warranty term can be found here. Extended warranty conditions may apply at times.
How do I find out about the status of my support request?
The PBN Support System will send you real-time email notifications regarding any new comments or ticket status changes. You can also use the PBN Support Portal at http://support.pbnglobal.com to view a concise history of correspondence relating to any of your previous or current support requests.
How do I request authorization for a device needing repair?
The PBN repair process starts when you submit a request in the support portal for repair. Do this by selecting the Case type to be a RMA request. This will then prompt the system to start the RMA approval procedure within the support team.
Who is responsible for the shipping and handling charges for repair?
The customer is responsible for all shipping and handling charges. C.O.D. and freight collect will not be accepted without prior written approval from PBN’s Service Desk.
What type of damages are not covered by warranty?
Damages that are not covered by the PBN warranty include:
- Products purchased from someone other than an authorized PBN dealer.
- Damage caused by accident, negligence, misuse, abuse, improper operation or failure to operate the equipment within the manufacturer’s specifications.
- Damage caused by fluctuation in electrical current, lightning, power surges and the likes.
- Damage resulting from overhaul, repair or attempt to repair caused by someone other than PBN’s qualified service personnel.
- Any product in which the serial number has been defaced, modified or removed.
- Any product that has been opened or modified without prior written permission from PBN.
- Replacement of parts necessitated by normal wear and tear.
- Any consequential or implied damages.
What is the standard procedure for completing a RMA request?
When you submit a RMA request / ticket the Details provided about the device and or issue will be checked by support staff and passed to the RMA department if approved. The RMA department then uses the serial number and sales information provided in the ticket to check the warranty or SLA status related to the request.
Once the RMA is processed the RMA document is generated and attached to the Ticket. At this stage the Support system will automatically notify you of the RMA approval. The Ticket status is then changed to "Waiting On Customer" where the item must then be returned to the PBN repair facility address provided.
Once the device return shipment is underway please add the Air Way Bill or shipment tracking to the support ticket (this can be done by CC email) so we can set the ticket status to "Repair in Progress".
Once received and processed the repaired unit will then be returned to you and PBN will add the Air Way Bill or shipment tracking info to the ticket in the same way you have done initially. The ticket will then be marked as solved.
How can the progress of my RMA request be tracked?
Any status change or comment in the RMA request ticket will be automatically forwarded to your account email address. This will keep you informed about the progress of the RMA and allow you to update information or even priorities.