Support

What are your hours of support?

8:00am to 6:00pm Central Standard Time

Ways to contact:
Contact Support Via Phone @ 281-925-0488 Option 2 Mon-Fri 8:00am to 6:00pm Central Standard Time
Or
Email Support via hwsupport@cobantech.com with a good description of the issue you are experiencing, the serial number of the component needing repair, and what troubleshooting steps have been taken.  (Support may request additional information or troubleshooting).

How do I contact Support for a question or issue I am having?

You have multiple ways of creating a support ticket and RMA to assist in returning a unit.  Proper troubleshooting procedures should be followed before returning a unit for repair to avoid a fee.

Please have the following ready when contacting support:

Department Name
Registered contact with COBAN (If not registered within our system as an authorized contact please contact your project manager and ask them to add you to our contact list)
Serial number of the component needing repair.
Error Code/Description you are experiencing.
Troubleshooting steps already taken.
If you purchased Rapid Exchange for the unit you are sending in please be sure to let us know.

Ways to contact:
Contact Support Via Phone @ 281-925-0488 Option 2 Mon-Fri 8:00am to 6:00pm Central Standard Time
Or
Email Support via hwsupport@cobantech.com with a good description of the issue you are experiencing, the serial number of the component needing repair, and what troubleshooting steps have been taken.  (Support may request additional information or troubleshooting).

How do I send a unit in for repair (RMA)?

You have multiple ways of creating a support ticket and RMA to assist in returning a unit.  Proper troubleshooting procedures should be followed before returning a unit for repair to avoid any unnecessary charges.

Please have the following ready when contacting support:

Department Name
Registered contact with COBAN (If not registered within our system as an authorized contact please contact your project manager and ask them to add you to our contact list)
Serial number of the component needing repair.
Error Code/Description you are experiencing.
Troubleshooting steps already taken.
If you purchased Rapid Exchange for the unit you are sending in please be sure to let us know.

Ways to contact:
Contact Support Via Phone @ 281-925-0488 Option 2 Mon-Fri 8:00am to 6:00pm Central Standard Time
Or
Email Support via hwsupport@cobantech.com with a good description of the issue you are experiencing, the serial number of the component needing repair, and what troubleshooting steps have been taken.  (Support may request additional information or troubleshooting).

Please send all RMA units (Units for Repair) to the following address with attention to RMA Department with your RMA number from support.  (Quick Tip – Your RMA # is the same as your support ticket # when you called in).  Obtaining an RMA number is required.  

11375 West Sam Houston Parkway South | Suite # 800
Houston, TX 77031

Example:

Attn: RMA# 59995
11375 West Sam Houston Parkway South | Suite # 800
Houston, TX 77031

Once the item is received it will be repaired and returned. Out of warranty units are subject to diagnostic repair fees and a quote will be sent for approval once diagnosis is complete. Please note turnaround times for repair can be up to 14 days. If an advanced replacement was received the defective/replaced unit must be returned within 30 days of the RMA creation date to avoid being charged for the advanced replacement.