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Warranty repair

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Mingi Jeong Gr

Dear whom it may concern,

 

The camera is not recognizable on computers (any kinds of OS).
When I connect it to Windows, it says USB is not working properly.
We have changed the cable also for several tests. But, the camera is not readable at all.
I would like to repair this under our warranty. Since it is over 30 days, I cannot do anything on the purchase history. In addition, my colleague who left now purchased it, so the purchase history is from his account. I have an invoice including order number and product number, though.

Since I was told to use this menu on the link after 2 weeks of guidance on the other links,

please do not say that go to a certain menu and issue a ticket.

I heard from your customer service center that this is the link for your side to reach me out. 

Please Please guide me accordingly.

 

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  • MartyG
    • Edited

    Intel do not offer repairs of RealSense cameras, unfortunately.  There is only refund or replacement through the 30 day warranty from the place that the camera was purchased.  As you are now outside of the 30 day period, there is now no return option available and the only course of action available is to seek technical support for the product on this forum.

    If you would like to receive support, please provide as much detail as possible about the model of camera, and what actions other than the ones already mentioned that you have tried so far to get the camera working.

    Edit: Please check that the camera privacy settings on your Windows PCs are not on, as it may block the cameras from appearing in the Windows Device Manager if privacy is enabled.

    https://github.com/IntelRealSense/librealsense/issues/3381#issuecomment-503424789

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