Fast replacement for LANCOM products
Device defects and the associated downtimes are not only annoying, but can also cause considerable financial losses and productivity losses. This is precisely why we handle your complaints and repairs of defective LANCOM network devices as part of the LANCOM replacement service, so that interruptions are reduced to an absolute minimum. We also take registered options and services into account during the rapid replacement of the devices and take care of the transfer to the new device for you.
And best of all, you can create your repair request conveniently online with just a few clicks!
Have you purchased & registered an advance exchange for your device? Please continue reading here.
LANCOM offers a free replacement service for many products, which you can use to replace or repair your defective device or defective device parts. Depending on the device type, you can take advantage of this service for three, five, or up to ten years beyond the statutory warranty period of two years (free warranty extension from LANCOM). The extension applies to all devices with the exception of accessories such as SFP modules. The duration of the replacement service for your device can be found in the corresponding product data sheet or further information here:
Info paper: LANCOM Lifecycle Management policies
Service and Support Conditions
Service products such as LANcare Basic, LANcare Advanced, and LANcare Direct Advanced 10/5 or 24/7, which can be booked for a fee, extend the replacement service to up to five years. LANcare products with an “Advanced“ in the name also offer advance replacement on the next business day and must be purchased and registered online within three months of purchasing the device. Further information on the LANcare cover can be found here. LANcare Direct Advanced products with a term of less than five years can be extended to up to five years.
Have you purchased & registered an advance exchange for your device? Give us a call!
Benefit from an advance exchange within the EU: If you have covered your device with LANcare products that include advance replacement, the replacement device will be delivered to you on the next business day (NBD advance replacement)*. Please have the serial number of the device ready.
2. Then please contact the LANCOM Service Hotline by telephone at +49 (0) 2405 / 49 936-210.
The LANCOM Service Hotline can be reached Monday to Friday from 9 a.m. to 5 p.m. (CET) with the exception of public holidays at the Aachen (Würselen, Germany) location. We will provide you with an RMA number and send you the RMA documents by e-mail. A courier will deliver your exchange device. When the defective device is picked up, please use the shipping documents enclosed with the RMA documents.
The following LANcare products cover your device with an advance replacement:
* The advance replacement applies within the EU. In rare cases, delivery outside of the metropolitan areas may be postponed to the following business day. An advance replacement by the next business day is only possible if the notification of the support case and the dispatch of the replacement device does not fall on a public holiday (Registration until 2 p.m.). For more information about the estimated delivery time to your region (e. g. islands), please visit the website of the parcel service provider.
You can find out more about LANcare products in the LANcare manual.
Repair request without advance replacement via RMA form
In the event of a hardware defect of your device (excluding accessoires), please use the RMA form to request a replacement service for your device. If your warranty extension has expired and you have not registered a LANcare product, please submit the repair request via our service partner.
If you would like to request a repair or replacement for defective LANCOM accessories or AirLancer products, please contact the LANCOM Service Team by e-mail at services@lancom.de. Please include the serial number(s) of the devices, a description of the fault, and the proof of purchase.
Free transfer to the replacement device
With the replacement service, all service products and software options registered for the respective device are transferred to the replacement device sent as part of the RMA free of charge if required.
Chargeable transfer to another device
If service products and software options should be transferred to a device other than the replacement device, the transfer of the options is subject to a charge.
Requirements: The device equipped with the options that are to be transferred must be entitled to the LANCOM replacement service or the option(s) to be transferred were registered at most three years before the request date.
Processing: Option transfers that are subject to charge should be requested in writing. Please use our order form. We will create an RMA for you to send the original device to our service provider, GRÜN AIXTEMA GmbH. Once we receive the device, we will perform the option(s) transfer and you will receive activation codes for the new device.
Repair requests (RMA) outside the LANCOM replacement service
If your device is not entitled to the LANCOM replacement service and no LANcare product with advance replacement has been registered, the easiest way to handle your repair request is via our service partner GRÜN aixtema GmbH. The procedure is described in this Knowledge Base article.
Parcel shipping
Parcels cannot be sent on the following days:
- Fixed days per year: Jan 1st New Year's Day, May 1st Labor Day, Oct 3rd German Unification Day, Nov 1st All Saints' Day, Dec 24th Christmas Eve, Dec 25th 1st Christmas Day, Dec 26th 2nd Christmas Day, Dec 31st New Year's Eve
- Variable days: Rose Monday, Good Friday, Easter Monday, Ascension Day, Whit Monday, Corpus Christi
For more information about the estimated delivery time to your region (e. g. islands), please visit the website of the parcel service provider.