Service Info

Technical Support and Repair Centre contact details

Telephone inside UK: 0870 120 0718
Telephone outside the UK: +44 870 120 0718
Email: UK-Help@alphasmart.com

Return Procedures

Important:
If you are a customer outside the United Kingdom (or United States), and you purchased your NEO 1, NEO 2, or Classroom Response System (CRS) from a reseller, then you should contact that reseller for assistance with your NEO. Do not return the device to AlphaSmart.

If you bought your NEO 1, NEO 2, or CRS direct from AlphaSmart or Renaissance Learning outside the United Kingdom, contact the technical support resource listed above.

Please refer to you manuals and the online manuals for “Troubleshooting” help. If this section doesn’t help you solve your problem, follow these steps for help.

1. Contact Technical Support using the contact. Eighty percent of all problems can be solved by email or over the phone.

2. If the device does need to be returned to the factory for repair, it must be assigned an RMA (Return Material Authorisation) number in order to track the unit before it is returned. To receive an RMA number, contact Technical Support using the contact information above. You’ll need to provide the following information:

a. A detailed description of the problem

b. The serial number of the device

c. Your name and the address and telephone number for where the device should be returned

Note: Only AlphaSmart/Renaissance Learning can assign RMA numbers. If a NEO 1, NEO 2, or CRS is returned without an RMA number, it will delay the repair and increase the chance that it could become lost.

3. Write the RMA number on the outside and inside of the box. Also on the inside, tape a short, detailed note to the NEO 1, NEO 2, or CRS explaining the problem (include the RMA number).

4. Ship the damaged NEO 1, NEO 2, or CRS to the address given when you receive your RMA number. You will be sending your NEO 1, NEO 2, or CRS to our repair center, not to the Renaissance Learning Head Office. Sending it to the Renaissance Learning head office will radically slow your repair time.

Important:
Please ship NEO 1, NEO 2, or CRS with a reliable shipper. AlphaSmart/Renaissance Learning will not be held responsible for devices that are lost in shipment from a customer, or that are returned without an RMA number.

Your repaired NEO 1, NEO 2, or CRS will be returned to you within two weeks of receipt. If damages are due to accident or abuse, you’ll be charged a fee for the parts replaced, as well as a repair handling fee.

Warranty Information
AlphaSmart and Renaissance Learning, warrants the NEO 1, NEO 2 or Classroom Response System and display to be free from defects in materials and workmanship for a period of three years from the date of original purchase. For rechargeable devices AlphaSmart and Renaissance Learning., warrants the rechargeable battery to be free from defects for 90 days from the date of original purchase. During this period, if a defect occurs, AlphaSmart and Renaissance Learning will, at its option, repair or replace your NEO 1 or NEO 2 at no charge to you, provided that it is returned during the warranty period to AlphaSmart and Renaissance Learning., or one of its authorised resellers. This warranty does not apply if your NEO has been damaged by accident or abuse, modified without the written permission of AlphaSmart and Renaissance Learning or if identifying marks (including serial numbers) or seals have been removed or defaced. There are no other warranties, expressed or implied. AlphaSmart and Renaissance Learning accept no responsibility for consequential damages, including, but not limited to, loss of profit or benefits.

For Service and Support for Renaissance Learning, please go to: