RMA Process

Before contacting Tech Team… Is the issue related to product or installation?


  1. Make sure it’s a confirmed fault

2. If case is related to video, check signal cables

3. Open case on PZ, don’t forget Serial Number

Data Needed per Device

Control 4 Hardware (except the T4, and power amplifiers) -> We need the LAN MAC address
Pakedge devices -> We need the LAN MAC address
T4 touchscreens, Araknis, Episode & Luma ->We need the ST code (Service Tag)
NEEO remotes -> We need the Remote ID / Serial number
Power ampplifiers (amp104/8, Triad Pamp4/8) -> We need the Serial number

If fault is confirmed and product is under warranty, Tech Team will give you a RMA reference.

  • Pack the product in its original box, or
  • Pack the product in adequate box
  • Clearly indicate RMA reference on the box and ship to:

Genesis Home Technologies, SL
Att. Tech Team
Avenida de Barcelona 4
29670 San Pedro Alcantara

Cost of product return is covered by sender.

If applicable, an Advanced Replacement will be sent and invoiced at 60 days. Credit note will be issued after reception and review of the faulty product.

Product repair: Genesis Home Technologies SL doesn’t repair material. Some products can be repaired and Tech Team can give you contact details of official workshops. 


  1. Open a case in PZ adding as much detail as possible

2. Contact Tech Team!!

3. Give a precise description of the fault (“it doesn’t work” is not enough) and the installation setup