I received my replacement, but I am still getting the same issue. Can you replace it again?
A reassessment is required for all repeat replacement requests, regardless of the support channel used, including webform (email), phone, and AI-assisted chat.
Why is another assessment required?
A replacement device does not always guarantee that the issue is caused by the hardware itself. In many cases, the same symptom can be caused by:
- Network or internet connection issues
- Power supply problems
- Installation or setup errors
- Environmental factors
- Mobile device or app settings
- Compatibility issues with connected equipment
- Incorrect configuration of product features
If we issue another replacement without investigating the cause, the same problem may continue even with a new unit.
Our assessment process helps us determine whether:
- The replacement device is defective
- The issue is being caused by another part of the system
- Additional troubleshooting can resolve the problem
- A further warranty remedy is appropriate
How do I request assistance?
If you are still experiencing the same issue after receiving your replacement, please contact Swann Support through any of the following channels:
- Web form (all regions)
- Phone support (Australia/New Zealand)
- AI Chat (all regions)
When contacting us, please provide as much information as possible, including:
- Your RA number
- Product model number
- A detailed description of the issue
- Any troubleshooting steps already completed
- Photos, screenshots, or videos (if applicable)
What happens after I contact support?
A support representative will review your case and may ask for additional information or troubleshooting results.
Depending on the assessment, we may:
- Provide further troubleshooting steps
- Identify an installation, network, or configuration issue
- Escalate the case for technical review
- Confirm a hardware fault and discuss available warranty options
Why can't Swann automatically replace the product again?
To ensure we provide the most effective solution, every repeat fault report must be reviewed individually. This process helps prevent unnecessary replacement delays and allows us to identify the true cause of the issue.
Our goal is not simply to replace products, but to ensure the problem is fully resolved.