How to put in a Support Ticket for Advanced Wireless Communications

Advanced Wireless Communications offers a full-service Support Portal for our customers that allows you to do many of the support related processes on-line anytime of the day or night. With our Support Portal you can:

• Put in a Support Ticket.
• Request an RMA for returning an item for repair.
• Check on the Warranty Status of a product.
• Get help with common support issues in our Solutions Library
• and many more!

To access the Support Portal, open your web browser and go to:

https://support.advancedwireless.com

Our Support Portal does not require any login. However, you have more options, such as the ability to see past tickets and current tickets online.  

SUBMIT A SUPPORT TICKET:


To open a Support Ticket, click on the SUBMIT A TICKET at the top or the middle of the screen.

You are then asked to select the department or service you need to create the ticket for. Select Product or Department from the drop-down box:

You will be asked a number of questions specific to that Product, Service or Department.

Once all the questions are answered, click on Submit.

You will receive a copy of your ticket via email (provided you put in your correct email address) and every time the ticket is updated, you will also get a copy of the update via email.

When your RMA is received by Advanced Wireless Communications you will get an email that says:

When The repair is Shipped back to you will receive the tracking information in an email like this:

and if the order is only partially shipped you will receive a notice with a tracking number and that it is only partially completed.  When completed you will get another email:

When the Ticket is Resolved, you will get a survey asking how we did.  We appreciate your feedback!

WARRANTY LOOKUP:

Sometimes you want to check a Serial Number to see if it is in Warranty or not.  We offer an online tool to check the status of your Warranty on Two-Way Radio Products.  This tool is fully automated and will look up one Serial Number per request.  You must provide a valid Email Address as the information will be emailed to you.

You will be asked for your Email Address, you Product Type and ONE SERIAL NUMBER.  Please do not include multiple serial numbers as the system can only look up one at a time.  If you have a large number of units to look up, please created a ticket for CUSTOMER ORDERS/SUPPORT and they will manually look them up for you.  

You will receive an email with the following type of message if the unit is found in our system:


If the unit was not found you will receive an error message with instructions on how to get additional help with the warranty lookup.

Please Note:  Do not reply to the lookup email.  The emails are totally automated and are not monitored!

SOLUTIONS LIBRARY/ KNOWLEDGE BASE:

Our Solutions Library / Knowledge Base has many articles that will help you through many common issues you may encounter.  Our Ticketing System will also suggest articles for you to look at when you are entering the Subject of your Ticket.  We may have an easy-to-follow document that answers your questions!

Once in the Solutions Library / Knowledge Base, you can search for information based on the Product Line or Service

Our list of articles is ever growing so even if you haven't found what you were looking for in the past, check again!  If you can't find what you are looking for, please submit a Support Ticket and our staff will get your answers for you shortly!

EMERGENCY SUPPORT or AFTER-HOURS SUPPORT:

Advanced Wireless Communications offers 24/7 Emergency Support to our customers.  If you have a systems outage and need emergency support, please call our Support Department at:

Toll Free: (800) 475-5852 or +1 (952) 469-5400

If it is an After-Hours Emergency, Press Option 8 to be transferred to our Call Center and a Technician will call you back.

Please Note:  After-Hours Emergency Support is for Emergency Systems Down support. Emergency Support cannot help you with any non-emergency information.  You may be charged an Emergency Service Call charge for using the Emergency Service for Non-Emergency Reasons.