Level 1
Phone or video assistance
Un appareil qui semble présenter un problème n’est pas nécessairement en panne.
A setting, an update, or a misunderstood feature can sometimes be the source of the difficulty.
Our first instinct is therefore to seek a solution with you, remotely.
We can specifically check:
the configuration and settings of your device.
the features used;
the available updates;
the connection with the HIKMICRO app.
the apparent origin of the problem.
Thanks to video conferencing, we can see directly what you see on your device and guide you step by step.
If the problem is resolved, you avoid an unnecessary return and can continue using your equipment.
Any doubts? Call us!
+32 470 38 83 29
Level 2
Care provided by The Hunter Camp
If the problem cannot be resolved remotely, your device can be handled by our team.
We then perform the initial checks and a diagnosis to determine the next steps.
Our goal: to resolve the problem at the simplest possible level, without multiplying transport and intermediaries when it is not necessary.
Level 3
Support from the exclusive official distributor HIKMICRO Benelux
When the problem requires additional technical intervention, your device is forwarded to the exclusive official distributor HIKMICRO for Benelux.
A more in-depth analysis allows us to determine if the problem can be resolved directly at this level.
If a solution is found, your device begins its return to you.
Level 4
Support from HIKMICRO
Some failures require more advanced expertise.
If the Benelux distributor cannot resolve the issue, your device may be forwarded directly to HIKMICRO for specialized intervention.
This step may require additional time due to transport, diagnosis, and necessary technical operations.
This is particularly why repair times can vary from one device to another.
Level 5
Replacement of equipment if necessary
When the various interventions do not resolve the issue, a replacement solution may be considered.
The chosen solution depends on the nature of the defect, applicable warranty conditions, and consumer legal rights. Replacement is therefore not automatic in all situations.
The goal remains to find a suitable solution so that you can have a functional device again.
