Service and Support
The Verifone Carbon Mobile 5 and Verifone Carbon Mobile 5 with Printer device does not contain user-serviceable parts. Unless expressly directed, refrain from attempting any service, adjustments, or repairs on the unit under any circumstance.
For product service and repair information:
USA — Verifone Service and Support Group, 1-800-837-4366, Monday - Friday, 8 A.M. - 8 P.M., Eastern time
International — Contact your Verifone representative
Returning a Device for Service
You must obtain a Merchandise Return Authorization (MRA) number before returning the terminal to Verifone. The following procedure describes how to return one or more terminals for repair or replacement (U.S. customers only).
CAUTION Customers outside the United States are advised to contact their local Verifone representative for assistance regarding service, return, or replacement of devices and accessories.
Il est conseillé aux clients en dehors des États-Unis de contacter leur Verifone local représentant pour obtenir de l'aide concernant l'entretien, le retour ou le remplacement des appareils Et accessoires.
Get the following information from the printed labels on the back of each Verifone Carbon Mobile 5 device to be returned:
Product ID, including the model and part number. For example, "Verifone Carbon Mobile 5" and "M278-XXX-XXX-XXX."
Serial number (S/N nnn-nnn-nnn)
Obtain the MRA number(s) by completing one of the following:
Call Verifone toll-free within the United States at 1-800-Verifone and follow the automated menu options.
Select the MRA option from the automated message. The MRA department is open Monday to Friday, 8 A.M. to 8 P.M., Eastern Time.
Give the MRA representative the information you gathered in Step 1.
Complete the Inquiry Contact Form at https://www.verifone.com/en/us/contact-us.
Address the Subject box to "Verifone MRA Dept."
Reference the model and part number in the Note box.
Describe the problem(s).
Provide the shipping address where the repaired or replacement unit must be returned.
Keep a record of the following items:
Assigned MRA number(s).
Verifone serial number linked to the Verifone Carbon Mobile 5 being sent for service or repair (located on the back of the unit).
Shipping documentation, including air bill numbers utilized for shipment tracking.
Model(s) returned (model numbers can be found on the Verifone label on the back of the Verifone Carbon Mobile 5 device).
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