Hayes Optima Modem Technical Support Overview

Hayes Modem - Technical Support

Notice to users to CTI's FastSync 3780 BSC Software. No NOT up-grade your Optima 336 modems to 56k (V90). This would disable your 3780 software.

Zoom Telephonics purchased worldwide product and trademark rights for Hayes OPTIMA modems and began shipping Hayes modems in the USA on June 11, 1999. Zoom offers free technical support as detailed in your modem package for Hayes modems produced by Zoom. If you purchased your Hayes modem before June 11, 1999, it was not produced by Zoom. If you purchased the modem after June 11, 1999, you can tell whether your modem was produced by Zoom by checking your warranty information. If repairs are done in Boston, the modem was produced by Zoom. If repairs are not performed in Boston, the modem was not produced by Zoom. Zoom offers fee-based technical support for Hayes modems not produced by Zoom. You can obtain the support by calling 900-555-2666. The charge is 95 cents per minute.

All Hayes modem customers are invited to take advantage of the technical support information provided free of charge in the frequently asked questions section of this Web site. Many users will find this is the fastest and easiest way to obtain the help they need. (Email Hayes Technical Support).

The information below has been taken from Regulatory & Warranty Information and from the Hayes Technical Support documents that come with Hayes OPTIMA modem. Click for more Hayes information.

Free Extended Warranty. All Hayes modems are covered by a 2-year limited warranty. A free 3-year extension to the limited warranty is available for a total of 5 years of coverage. To receive the 3-year Warranty Extension, you must register your product on-line within 90 days of purchase. You can quickly register your modem on-line at http://www.hayesmicro.com/register/registerhayes.htm. Please enter the following information available to make the process easier:

Contact Hayes by E-mail. You can E-mail Hayes Technical Support questions you may have and one of the Technical Support Engineers will respond by E-mail. 90% of the E-mails received are answered in one business day, but please allow two business days for a response. Send your questions to: http://www.modemssupport@hayesmicro.com. When E-mailing Hayes, be sure to include the following:

Please note that all of this information is needed for Hayes to provide the highest quality technical support possible.

Contact Hayes by Phone. Hayes Customer Service phone lines are open from 9:00 AM to 6:00 PM Eastern Time Monday through Friday. Call (617) 753-0794 or (800) 631-3116. If you need to return a modem, ask for the "Returns Department.".

Return of Defective Units. To obtain Warranty/Guarantee Service in obtaining an RMA (Return Merchandise Authorization) for a defective unit, call Hayes at one of the above telephone numbers and ask for the Returns Department. Return the modem (a) with the RMA Number, (b) proof of date of purchase, and (c) your mailing address and telephone number, postage prepaid. Please have the following information if you call Hayes: 1. Serial Number; 2. Product Name; 3. Model Number; 4. Date Purchased; 5. Date Installed; 6. Installed by (Name/Company); 7. Technical Contact; 8. Phone Number and FAX Number.

The Serial Number for external units is located on the bottom of the modem below the barcode. The Serial Number of internal units is located below the barcode on the silver colored bracket near the phone jack.

You must call Hayes Customer Service for an RMA number BEFORE you return any product. Packages without an RMA number on the outside of your package will be refused. Some returns may have to be accompanied by a $15.00 Service and Handling fee or a Pre-authorized Purchase Order.

All returns are to be shipped to:
Hayes Modems
645 Summer Street
Boston, MA 02210
RMA# ____________