Online Tech Support Email

For U.S. users, we offer lifetime free email technical support to owners of our product. Please use this form to obtain tech support. This form is specially designed so we can systematically collect information related to your issue at hand, so we can answer your question in one response. Upon submitting, this form mail will be sent to Macsense Tech Support.

We make every effort to answer your question in a timely manner. We have a policy of responding no longer than 48 hours. Most emails are answered as they come in. The support emails are promptly answered during the office hours of 9am to 4:30pm PST, Monday through Thursday.

For RMA# request, please fill out the form and describe your problem with the product. From the description of your problem, we're able to know if the product is indeed faulty or can there be other resolutions to try to solve the problem. If the problem is indeed with the hardware, we will promptly issue you a RMA# with which you can send back the faulty product for a replacement.

 STEP 1 - Contact Information  

Full Name
City, State ,
Daytime Phone
 (###)###-#### x####
E-mail
The email you would like us to respond to.

 STEP 2 - Product Background Info

Product in question?
List the name or the model of the Macsense/Xsense product purchased, e.g. "XRouter MIH-130A".
Other: if not in the list above
Computers Used?
If Mac, list the Mac models involved, e.g. PowerBook G4.
OS in use?
Choose the operation systems that the issue is involved with.
Firmware/driver version?
Firmware version for XRouters is listed on the Status configuration page, or if a networking card, on the circuit board itself or the back of product.

 STEP 3 - Router Specific Info
(Skip (if question does not apply to your product or issue at hand, please skip ahead)

Type of Internet connection?
ISP Name?
Other: if not in the above list
Internet Account Type?
DNS addresses (if known)?
e.g. "129.250.35.250", one per line.

 STEP 4 - Problem Issue

Subject?
This is a single-line subject of the email to be sent; e.g. "XRouter unable to establish connection."
What is the issue?
Please describe as clearly as possible, so we can understand your difficulty and provide you with the best answer in one response.
When did this issue first begin?
What have you already tried?
Other software/ components involved?
 Third party software and/or hardware that are involved in this issue?

Note: Before submitting, please read over your entry to make sure all fields are filled completely and correctly. Please do not press the submit button twice. If you're experiencing problems with this form, please send your information to webmaster@macsense.com. Any comments and suggestions regarding our products, please write to customerservice@macsense.com. Updated 6/4/2009.