QUESTIONS?
Our experienced team is always available to discuss your needs.
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Frequently Asked Questions
Have a question regarding an Indyme product or solution? Our FAQ section is designed to help you find answers quickly and easily.
Technical FAQs
Q. How is service work typically handled once my solution has been installed?
A. Indyme maintains a network of certified field technicians throughout North America who can be dispatched to any customer site to perform upgrades, routine or emergency maintenance, and installations.
In emergency situations, a technician can typically be on site within 24 hours and within 72 hours for standard requests.
Q. How do I request service or order additional or replacement products?
A. Service requests can be emailed directly to support@indyme.com.
Please include the store number, store name, parts to be ordered (or nature of the problem) and a Purchase Order number. If there are any additional questions we will contact the store to confirm and process the request accordingly.
Q. I have some parts that need repair- how do I go about getting them fixed?
A. Indyme provides depot repair of most products. We normally take the information about what specific components are broken (callboxes, pagers, etc) then issue a RMA (Return Material Authorization). If the product is beyond repair we can order the site a new replacement. RMA’s are returned to Indyme, repaired and shipped back to the site. Our support group contacts the site to verify receipt and insure that it has been successfully re-installed.
Q. My callbox is paging the incorrect department, how do I fix this?
A. Each callbox sends a unique identification to the main system when the button is activated. Wireless callboxes can be easily relocated from department to department through some simple programming steps. In this case the box was programmed incorrectly or never re-programmed for the current location.
Q. My 'Store Closing' announcements are going off too early.
A. Because the main unit typically remains up and running for extended periods of time, the result can be clock "drift". Depending on the model of the system installed, this can be resolved through interface with the front panel (older systems) or remotely through a dial up modem or VPN connection. Indyme offers time synchronization services for those systems connected on the network and routinely adjusts the systems to insure the system time remains set correctly.
Q. I would like to add more callboxes to an individual store- how do I this?
A. Additional or replacement components can be ordered easily. However, when requesting additional parts, Indyme must first validate that the existing store's software configuration will support the additional units. If so, then we can easily install new units. If not, a configuration change must be conducted to add the newly requested in-store locations to the network software. Indyme can commonly conduct this task remotely. Once completed, the new units can be installed, and should immediate function properly.
To order additional products, contact custserv@indyme.com or call 1 (800) 829-8141.
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