Technical Support


Here at Scene Double, our role doesn’t end with the delivery of your products.

In the first instance, for problems you encounter or questions you have, please contact your point of purchase. They will either be able to provide a remedy or escalate it to us.

Scene Double Support

We are here to help you to ensure your system is working exactly as you intended (and in many cases, exceeding your expectation). If you require technical support, can we ask that before you call, you have the following information to hand – it enables us to get to the root cause of the issue quickly and we can make the most appropriate recommendations for next steps:

•  Product Code
•  Product Version and Serial Numbers (printed on the base of all models)
•  Make and model of the CPU and peripherals connected to the extender
•  A comprehensive description of the nature and duration of the issue
•  Results from your internal testing

Downloads

All the individual products listed on the website include technical and general product information downloads so please ensure you have accessed and read them. It’s entirely likely the fix to your issue is in there somewhere.

Returns

If you need to return a unit for repair, please package it up very carefully (in the original packaging if possible) and include all peripherals that came with it. Seal the box thoroughly and send it by tracked courier to:

Scene Double Returns
Scene Double Ltd (c/o Printed Systems Ltd)
6 Eastman Way
Stevenage Business Park
Pin Green
Stevenage
Herts SG1 4SU
UK

Standard Warranty

Our standard warranty is 12 months [Scene Double/Icron] or 24 months [IHSE] RTB (Return to Base) which means that if there’s a fault covered by the warranty, you must return it for solution as opposed to having an engineer come on-site to affect repairs.

Returns for Credit

If you have been authorised to return a unit for credit, please package it up very carefully (in the original packaging if possible) and include all peripherals that came with it. Seal the box thoroughly and send it by tracked courier to:

Scene Double Returns
Scene Double Ltd (c/o Printed Systems Ltd)
6 Eastman Way
Stevenage Business Park
Pin Green
Stevenage
Herts SG1 4SU
UK

Once we’ve received the product and we deem the condition is 'as new', your account will be credited. If any damage has occurred to the unit(s), or there are missing components, a charge may be incurred.
In addition, we do not credit courier charges.

Want to really understand our KVM Solutions?

Explore IHSE Draco
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Talk to us about your project on:

020 8099 3089

or email:

sales@scene-double.co.uk
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