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Client Support
for EMX Thermal Imaging Systems and Cameras

EMX is committed to providing world-class support to our customers. If you cannot find the information you need on our website please email Wes Olson - wes@emx-inc.com or call toll-free (800) 460-2798 Monday - Friday 8:00 - 5:00 p.m. and ask for Customer Support.

If your inquiry is regarding an order, it is helpful if you reference the Purchase Order number.

 

Spare Parts, Replacement Parts, Warranty ISSUES and Repairs

Standard Warranty

Products manufactured by EMX are warranted to be free from detects in material and workmanship for a period of one year from date of purchase.

Important information on what the warranty does and does not cover is detailed in the full version of the EMX standard warranty.

How to Get Warranty Service

To get warranty service, please call: 1-800-460-2798

An EMX Service Representative will ask you questions to see if the problem can be resolved without returning the product for repair. If repair is necessary, you will receive directions as outlined in the following paragraph.

How to Return Products for Warranty RepairExpand this Section

  1. Call EMX at 800-460-2798 before returning any product. You must obtain a Return Authorization (RA) number before returning the product. Shipments will NOT be accepted without a valid RA number.
  2. A Return Authorization (RA) number will be assigned by EMX. This number must be marked clearly on the outside of the package being returned.
  3. When returning EMX product(s) in other than the original container, assure adequate packing material is present around components to protect against rubbing and impacts. Set the Pan/Tilt Camera to stowing position to protect sensitive electronics and optics.
  4. All products shipped to EMX must be shipped with freight and insurance prepaid.
  5. The shipping address is:

    EMX Inc.
    Attention: Warranty
    4200 Dow Road, Suite C
    Melbourne, FL 32934
  6. The following information must be included on the packing slip:
    • Return Authorization Number
    • Reason for return
    • Date of purchase
    • Returned unit serial number
    • Description of the problem
    • Your name, company, address and telephone number
  7. If additional information is needed, please call EMX at 800-460-2798 Monday - Friday 8:00 a.m. - 5:00 p.m.
 
 

Customer Feedback Form

We at EMX Inc. are constantly looking for ways to improve the quality of our products and services. To that end, we value your opinion and would like feedback on your experience with EMX. We would appreciate it if you would take a few minutes to respond to the questions below. As a valued client, how you rate our work is the most important information we can get. Please help us do the job you deserve – the best possible.

Please mark the checkbox next to the response that most accurately reflects your experience with EMX.

Fill Out Our Customer Feedback FormExpand this Section

 
PRODUCT
 
1.
 Is the product/system you ordered performing as expected?
 Exceeds Expectations Meets Expectations Satisfactory Fair Poor
 
2.
 Does the product/system provide what you needed?
 Exceeds Expectations Meets Expectations Satisfactory Fair Poor
 
3.
 Was the installation of the product/system error-free?
 Exceeds Expectations Meets Expectations Satisfactory Fair Poor
 
4.
 Was the product/system documentation clear and understandable?
 Exceeds Expectations Meets Expectations Satisfactory Fair Poor

SERVICE/SUPPORT

  
1.
 Was the product/system delivered damage-free?
Exceeds Expectations Meets Expectations Satisfactory Fair Poor
 
2.
 Did the representative show a genuine interest in providing solutions to your needs?
 Exceeds Expectations Meets Expectations Satisfactory Fair Poor
 
3.
 Was the representative technicallly knowledgeable?
 Exceeds Expectations Meets Expectations Satisfactory Fair Poor
 
4.
 Were Site Survey, Installation, Extended Warranty and Training options fully explained to you?
 Exceeds Expectations Meets Expectations Satisfactory Fair Poor

STAFF

  
1.
 Was the EMX staff knowledgeable, polite and courteous?
 Exceeds Expectations Meets Expectations Satisfactory Fair Poor
 
2.
 Does EMX staff respond to your communications (email, phone calls) quickly and accurately?
 Exceeds Expectations Meets Expectations Satisfactory Fair Poor
 
3.
 Was the Ordering and Billing process satisfactory?
 Exceeds Expectations Meets Expectations Satisfactory Fair Poor

OTHER

  
1.
 Why did you decide to purchase a product/system from EMX?
  
2.
 How did you hear about us?
  
3.
 What was the best thing about your EMX experience?
  
4.
 How would you rate your overall experience with EMX?
 Exceeds Expectations Meets Expectations Satisfactory Fair Poor
 
5.
 Would you purchase again from EMX? Yes No
Why or why not?
 
6.
 Would you recommend EMX to another buyer? Yes No
  
7.
 Do you have any suggestion for a product, product feature or service that EMX should consider adding to better meet your needs? Yes No
  
8.

Do you have any other questions?
If so, would you like us to contact you?

Yes No
  
9.
Additional Comments:
  
THANK YOU! EMX, Inc. values your comments and is committed to continuous improvement.
Please provide your contact information:
Name:
Title/Position:
Company:
Product Purchased:
Telephone:
Email address:
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If you have any questions or needs please don’t hesitate to contact EMX Support at (800) 460-2798 or by sending email to support@emx-inc.com.You can return this survey by clicking the SUBMIT button, or by printing and faxing it to 321-751-0085.


 
Email clientservices@emx-inc.com