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Customer Support

Tenrehte Technologies, Inc. ("TENREHTE") prides itself on offering best in class support for our products and customers. Our technical support team is here to help you with configuration, troubleshooting, and other support issues for all TENREHTE products.

Please visit the Downloads area of our support site for up-to-date product software, product software release notes, product documentation and other product related materials. Due to the fact that newly purchased products may leave the factory with prior release software, it is recommended that you check for updates prior to installing any of our products.

Please visit the Product Support area of our support site for documents, frequently asked questions (FAQ), tools, utilities, and services are provided to assist you when installing, configuring, using, and troubleshooting our products.

Important Safety Instructions

We at Tenrehte Technologies, Inc. ("TENREHTE") want to make sure that our customers have a safe, reliable, and enjoyable experience when using our products. To maximize safety for yourself and those around you, please read and follow these simple guidelines when installing and using our products:

  • DO NOT USE A PRODUCT THAT IS DAMAGED
  • REFER PRODUCT SERVICING TO TENREHTE OR SIMILAR QUALIFIED SERVICE PERSONNEL
  • PRODUCTS MUST BE EARTH GROUNDED THROUGH THE POWER LINE CORD
  • TO REDUCE THE RISK OF FIRE OR ELECTRICAL SHOCK, DO NOT EXPOSE PRODUCTS TO RAIN OR MOISTURE
  • TO REDUCE THE RISK OF ELECTRIC SHOCK, DO NOT REMOVE PRODUCT COVERS
  • TO REDUCE THE RISK OF FIRE, REPLACE ONLY WITH SAME TYPE FUSE
  • REFER FUSE REPLACEMENT TO QUALIFIED SERVICE PERSONNEL
Warranty Repair and Return Policy and Procedures...

Please do not return any defective product back to Tenrehte Technologies, Inc. ("TENREHTE") before contacting Customer Support to obtain a valid and authorized Return Material Authorization ("RMA") number.

All returned product must have a valid TENREHTE RMA number. This number is necessary to ensure proper tracking and handling of returned product at the factory. Do not return any defective product until an RMA is issued. TENREHTE reserves the right to refuse shipments that do not have an authorized RMA number. Refused shipments will be returned to the shipper via freight collect.

To request an RMA, please contact Customer Support and be ready to provide the following information:

  • Product model number for the defective product
  • Product serial number for the defective product
  • Proof of purchase
  • Description of failure and troubleshooting performed to isolate cause
  • Customer ship-to address
  • Contact name
  • Contact phone, fax, and e-mail

When returning a defective product, please package the product securely. DO NOT include any accessories such as (this list is NOT exhaustive) manuals, software, cables, power cords, power adaptor, or mounting brackets. TENREHTE only repairs or replaces the defective product and will not return any included accessories.

You must include contact information with your name, ship-to address, phone number, proof of purchase, and RMA number inside the package. The RMA number must also be visable on the outside of your packaging.

Shipping To TENREHTE

Please note that customers are responsible for the freight charges to TENREHTE. As an added precaution, TENREHTE recommends that you use a carrier that offers shipment tracking for all returns to TENREHTE so that you may file a claim if the shipment is lost or damaged in transit. If you choose not to use a carrier that offers tracking you will be responsible for any loss or damage to the returned product during shipping.

International Customers Shipping To TENREHTE

When sending back a defective product, the commercial invoice must declare "Return for repair" and "NO Commercial Value". The total value of the commercial invoice cannot exceed $10.00 USD. If these steps are not followed, the defective product will not be accepted or fulfilled. It is also recommended that you indicate the assigned RMA number on your commercial invoice.

Warranty Exclusions

  • The serial number of the product is defaced or missing
  • The product is repaired, modified or altered
  • The product was installed improperly
  • The product was operated/stored in abnormal use conditions
  • The product was subjected to abuse, neglect, electrical fault, improper packaging, accident or acts of nature
  • The product was sold as second-hand or has been resold contrary to US export regulations
  • The tamper seal on the product is broken.

Out of Warranty Repairs

If we determine that the defective product is not covered under warranty, we will notify you and inform you of service alternatives that are available to you on a fee-for-service basis. In case you were wondering, here are how the fees will break down:

  • Diagnostics: $125.00 per hour, minimum 1 hour charge
  • Labor: Varies based on the time spent making the repair; the rate is $125.00 per hour, minimum 1 hour charge.
  • Parts: Varies greatly.
  • Shipping: Varies greatly.
  • On-site service: $125 per hour, minimum 1 hour charge; we do NOT charge for travel time if you are within a 25 mile radius.

As noted, we will provide a cost estimate after diagnosing defective product.

This policy is subject to change without prior notice.

For further information, please review this IMPORTANT NOTICE.

Open Source Software Licensing Information...

Tenrehte Technologies, Inc. ("TENREHTE") products may contain one or more free or open source software programs originating from various parties and distributed via the internet.

This free or open source software is subject to the terms of the GNU General Public License, GNU Lesser General Public License, or other different and/or additional licenses, notices and disclaimers. Many of these licenses, notices, and disclaimers may be referenced by visiting the GNU, Apache, and Open Source Initiative websites.

To understand your specific rights under such licenses, please refer to the terms of the licenses, notices, and disclaimers contained in the license files published on the web sites noted, or as published within the license file, readme file, or notice file typically provided with the particular free or open source software source code package.

To receive a copy of the source code packages for the free or open source software programs included in a TENREHTE product, please email your written request to TENREHTE Customer Support, support at tenrehte dot com . Please note that due to the total combined size of the free or open source software source code packages (typically over 4GB), per your written request, TENREHTE will distribute the specific source code packages to you on a physical compact disc for a nominal fee covering the cost of performing such distribution, including the cost of media, shipping, and handling. Payment is required in advance for this service.

Your email request should provide the following information:

  • Your TENREHTE product model number
  • Your TENREHTE product serial number
  • Customer ship-to address
  • Contact name
  • Contact phone, fax, and e-mail
  • Your written request for a copy of the product free or open source software source code packages specific to your TENREHTE product

Sorry, but TENREHTE does not provide support for your usage of the free or open source software source code packages provided to you under this policy.

TENREHTE PROVIDES THESE FREE OR OPEN SOURCE SOFTWARE SOURCE CODE PACKAGES "AS IS" WITHOUT WARRANTY OF ANY KIND AND ALL SUCH WARRANTIES, EXPRESS OR IMPLIED, ARE HEREBY DISCLAIMED, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY, FITNESS OR USEFULLNESS FOR ANY PARTICULAR PURPOSE, ACCURACY, AVAILABILITY, QUALITY OF THE FREE OR OPEN SOURCE SOFTWARE SOURCE CODE PACKAGES, PERFORMANCE OR THAT THESE FREE OR OPEN SOURCE SOFTWARE SOURCE CODE PACKAGES ARE FREE FROM INFRINGEMENT OF ANY PATENT, TRADEMARK, COPYRIGHT OR PROPRIETARY RIGHT OF ANY THIRD PARTY.

Note this policy is valid for a period of at least one (1) year following the date of release of the specific TENREHTE product referenced in your written request as received by TENREHTE.

This policy is subject to change without prior notice.

For further information, please review this IMPORTANT NOTICE.

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