What to do in case of hardware related issues ?

Diaa Elhimdi Updated by Diaa Elhimdi

In the event of hardware-related issues, we recommend visiting our Troubleshooting Pages for detailed guidance on common problems and solutions. If the issue persists, our dedicated Customer Support team is here to help.

To ensure the fastest and most efficient resolution of your case, please provide as much information as possible when reporting a hardware incident. Below are the details we need to assist you:

Essential Information for Hardware Incident Reports:

  1. Functionality at Installation:
    Did the equipment function properly at the time of installation? → Yes/No
  2. Date of Issue Onset:
    When did the equipment start having issues? (Please provide an exact date or approximate time, e.g., "2 weeks ago"):
  3. Possible Cause:
    • Did the issue occur after a power outage or thunderstorm?
    • Was the equipment exposed to any incident that could have affected its condition? (e.g., drop, water, etc.) → Yes/No
    • If yes, please provide details about the incident.
  4. Visual Evidence:
    Can you provide a video showing the hardware behavior? → Yes/No
    • If yes, please let us know how you will share it (e.g., email, link, etc.).
  5. Replacement Agreement:
    • Please confirm if you agree to send the defective equipment to our address if a replacement is approved. → Yes/No
    • In case warranty coverage does not apply, charges may apply for the replacement unit. Do you agree? → Yes/No
  6. Delivery Incident Details:
    In case of theft or damage during delivery, you will need to provide details to file a complaint with the shipping company in a timely manner. Do you agree? → Yes/No
  7. Additional Notes:
    Is there anything else you’d like to share about the problem or the equipment?
  8. Shipping Information for Replacement:
    If replacement is approved, please provide the following details:
    • Contact Person:
    • Street:
    • City:
    • State:
    • Zip Code:
    • VAT ID (if applicable):

Providing these details will help us process your case more quickly and ensure the best possible support.

For further assistance, please reach out to our Customer Support team. Thank you for choosing DISH, and we appreciate your cooperation!

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