How can I reach technical support?
Our technical support is available by email and phone:
- Email: [email protected]
- Phone: +49 9067 70595-580
What information does support need to process my request quickly?
The more information you provide upfront, the faster we can process your request. The following is especially helpful:
- Device designation / article number
- Serial number
- Firmware version
- Software version
- Operating system used
- Description of the application
- Detailed error description
- Displayed error codes
- Tests or troubleshooting steps already performed
- Photos or videos of the fault
- Number of affected devices
- Whether the fault occurred right at startup (DOA) or only after extended operation
Where can I find the article number?
The article number or device designation is usually located:
- on the device's type label
- on the delivery note
- on the invoice
- in the quote or order confirmation
Where can I find the serial number?
Depending on the product, the serial number is located:
- on the product label or type label
- on the delivery note
- in some cases on the device packaging
Can I submit photos or videos to describe a fault?
Yes. Photos, screenshots or videos often help speed up fault analysis. Please send them to:
How long does it take to process a technical inquiry?
Our goal is to process your request within one business day. Depending on the complexity of the issue or the need to consult with manufacturers, processing may take longer. As a rule, you will receive an initial qualified response within a few business days.
What address should I send my device to?
After receiving an RMA or service number, please send the device to:
Bicker Elektronik GmbH
Service / RMA
Ludwig-Auer-Straße 23
86609 Donauwörth
Germany
Please mark the shipment with the RMA or service number you received and include a meaningful fault description.
Do I need to include accessories?
Please do not send accessories such as power supplies, cables, adapters or documentation unless explicitly requested by our service team. Unnecessary accessories may delay processing. We cannot guarantee the full return of additionally sent accessories.
Does the battery need to be included in the shipment?
This depends on the fault pattern. For issues related to backup time, charging behavior, or battery function, sending the battery in may be required. Please follow the instructions from our service team during RMA registration.
Can I send multiple devices in one shipment?
Yes, multiple devices can be sent together. Please make sure all devices are listed in the registration and can be clearly identified.
Do I need special shipping documents for devices outside Germany?
Yes. After receiving your RMA or service number, we will provide you with the required shipping and customs documents. Please include these documents with the shipment. Missing or incomplete documents can lead to delays in customs clearance and additional costs.
Can I send a device without a serial number?
Can I request a cost estimate in advance?
A binding cost estimate can only be provided after the device has been received and analyzed. Since the exact cause of the fault is not known before inspection, a reliable cost estimate in advance is generally not possible.
How do I request an RMA?
You can request an RMA via our online form or by email: bicker.de/service/reparaturrma
Please provide the following information:
- Article designation
- Serial number
- Fault description
- Contact person
When do I need an RMA number?
An RMA or service number is required in advance for every device return. Unregistered returns cannot be clearly matched to a record and may result in processing delays.
How should I pack a device for shipping?
Please pack the device securely for transport. Recommended:
- Original packaging or equivalent protective packaging
- Sufficient protection against shock and transport damage
- RMA number marked on the outside of the package
Who covers the shipping costs?
Generally covered by the customer.
We cover the cost.
How long does a repair take?
Repair time depends on the fault pattern, the scope of analysis required, and the availability of necessary spare parts. Simple repairs can be completed within a few days. Extensive fault analysis or sourcing special components can extend the processing time.
Can I check the status of my repair?
Yes. We are happy to inform you of the current processing status by email. We will proactively reach out for any significant findings or questions.
Will I receive a cost estimate before the repair?
If our analysis shows that chargeable repairs are needed, we will inform you of the expected costs before starting the repair. The repair will only proceed after your approval.
What happens if no fault is found?
If our tests find no fault, you will receive a corresponding test report. If the issue persists, we are happy to help you analyze possible application-, environment-, or system-related causes.
How can I tell whether my device is still under warranty?
Warranty status can be checked based on the delivery date or the serial number.
Can I replace a battery with a different model?
Not every battery is electrically, mechanically, and thermally compatible for charging. Please use only replacement batteries approved in the manual, or contact our technical support.
Why does my battery have less capacity after extended storage?
Batteries are subject to natural aging and self-discharge. High or low storage temperatures can significantly accelerate this process.
Is there a successor product for my item?
Please provide us with the exact article designation. We're happy to check for available successor products or alternatives.
Is my product still available?
Current availability can be checked with our sales team.
Are certificates, drawings, or CAD data available?
Datasheets, certificates, or technical drawings are available for many products on our website.
What does "No Fault Found" (CND) mean?
CND stands for "Could Not Duplicate." This means the reported fault could not be reproduced under the test conditions performed by our service team.
Why doesn't the fault occur for you, but it does for me?
Certain faults can depend on the application, environment, wiring, load, or software configuration. In such cases, we're happy to support you with joint root-cause analysis.
How long is the warranty period?
Unless otherwise agreed, the following warranty periods apply:
- Bicker in-house products: 3 years
- Batteries and battery packs: 1 year
- Trading goods: 1 year
The applicable warranty terms of the specific product govern.
What does the warranty cover?
The warranty covers material, production, and manufacturing defects that occur during proper use within the warranty period.
What damage is excluded from the warranty?
Excluded from the warranty in particular are:
- Mechanical damage
- Improper use
- Corrosion and environmental influences
- Chemical exposure
- Overload or incorrect wiring
- Unauthorized alterations or modifications
- Damage caused by non-approved accessories
Does the warranty become void if I repair the device myself?
What is the difference between warranty and statutory warranty rights?
A legal claim against the seller. It applies to defects that already existed at the time of handover.
A voluntary commitment by the manufacturer or seller. Scope, duration, and terms are set individually.
Statutory warranty rights remain unaffected by a manufacturer's warranty.