Cellular Routers DirectHome / Support
For approved dealers
Support commitments
We support the dealer; the dealer supports the end customer. Here is what that covers, how fast we answer, and where the manufacturer takes over.
How to reach us
| Channel | Use it for | Response |
|---|---|---|
| Email sales@cellularroutersdirect.com (subject line: Support) | Technical cases, RMA requests, firmware and configuration questions. Include model, serial or IMEI, carrier and firmware version. | Within 1 business day |
| Phone (928) 543-2255 | Urgent installs in progress, order status, carrier activation questions. | Business hours, Monday to Friday, 8am to 5pm Arizona time |
| Email sales@cellularroutersdirect.com | Pre-sale model selection, quotes, bill of materials, demo requests. | Within 1 business day |
A web case form inside the wholesale area is planned. Until then, email is the record of every case.
What each tier covers
| Tier | Who | Covers |
|---|---|---|
| Tier 1 | Cellular Routers Direct | Account and order questions, firmware and manual downloads, spec and certification lookups, SIM and APN basics, warranty status, RMA intake. |
| Tier 2 | Cellular Routers Direct | Configuration and setup, cellular connection problems, band and carrier settings, Wi-Fi and LAN routing, failover and VPN setup, MDM enrollment, power and accessory issues. |
| Tier 3 | Franklin Access | Suspected hardware or firmware defects, engineering escalations and warranty repair. We open and manage the manufacturer case on your behalf. |
What is included
- Support on hardware bought from us is included for one year from the ship date, up to 3 cases per invoice. Additional cases are quoted as incident packs.
- Support is for the dealer's technicians and project staff. End customers are referred back to their dealer; we do not take end-customer calls.
- Pre-sale consultation on model selection and bill of materials is free for approved dealers.
- Carrier activation help for hardware bought here, so the device is connected on delivery. Carrier programs are being finalized; ask the sales desk for the current options.
Before you open a case
- Collect the basicsModel, serial number or IMEI, carrier and plan, firmware version, and what the LEDs or admin page show.
- Check the obviousSIM seated and active on the carrier, correct APN, antennas attached, current firmware. Most field failures end here.
- Send it inOne email per device with the basics above and what you have tried. We reply within 1 business day with next steps or an RMA number.
Warranty and RMA
One-year manufacturer warranty, dead-on-arrival swaps within 2 business days of receiving the unit, and the full RMA process are on the Dealer terms and RMA policy page.