Important information for contacting Digi Technical Support
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Digi International Return Authorization (RA) Policy

Verification that the Digi product is defective

  • Contact Technical Support with details on the product issues, including serial numbers of the affected devices. Expert Support customers can alternatively open a case through the Customer Portal or call the Expert Support priority phone queue. The tech support agent will create a case to troubleshoot the issue.
  • All potential product issues must be investigated before a RA can be created. If the issue requires an RA, the tech support agent will create one.
  • A No Problem Fee (NPF) option is applied for return of the product if the customer refused or is unable to participate in Technical Support troubleshooting. A NPF fee of $150/unit will be charged for all devices that are not defective.
  • Failure Analysis (FA) requests are determined by the FA policy based on the product lifecycle.
  • A limited number of cellular products may be replaced with refurbished units.
  • Devices returned to Digi that are registered in Digi RM will be removed from the customer’s account.

Return Authorization Administration

  • A Technical Support RA Administrator will process the RA and work with the customer on ensuring all information has been recorded on the RA.
  • The customer is responsible for shipping devices to Digi. Digi will pay for shipping of the repaired or replaced devices.
  • Review the Terms and Conditions here for more information on the warranty terms and service of our products: https://www.digi.com/legal/terms.
  • Contact the RA administration team if you have questions on your RA by emailing digirmas@digi.com or calling (952) 912-3005

Out of Warranty Repair Program

  • A limited number of Cellular router devices are eligible for an out of warranty repair. The eligible products are WR54/WR64/TX54*/TX64*/WR44R**/WR44RR**.
  • The cost is $600/device, which is charged to the customer whether it can be fixed, or not. No refunds.
  • Contact tech support for more information by creating a case here.

*TX54 and TX64 devices are eligible if purchased before 10/1/24. Devices purchased after this date should refer to their Digi 360 information.

**The WR44R and WR44RR have limited options for repair due to parts obsolescence. It is highly recommended to speak with Digi Technical Support before requesting this service to determine device reparability.