zSpace Customer Support FAQ

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What is zSpace Customer Support?  

"Experience Made Simple and Easy"

Our goal is to provide an easy and simple customer service experience which exemplifies polite, courteous, and helpful responses. 

You may contact zSpace Customer Support if you need assistance with your zSpace systems, issues with our website, accessing licenses, or general questions about the product. zSpace Customer Support Engineers will attempt to resolve your issue or direct you towards the appropriate solution.

What are zSpace’s Customer Support Hours?

zSpace Customer Support business hours are from 6:00 AM to 5:00 PM Pacific Time, Monday through Friday, excluding zSpace observed corporate holidays.

During business hours, zSpace Customer Support provides phone, email, chat, and web support. We strive to respond to all inquiries within 4 Business Hours. 

You are welcome to submit inquiries at any time of the day via email or web and will be responded to during the next business day.

How do I contact zSpace Customer Support?

You may contact support via email, web, or phone:

Phone number:             1-877-977-2231 (1-877-zSpace1)

Email:                            support@zspace.com

Web and Chat:              support.zspace.com

What information do I need when I contact Customer Support?

When contacting zSpace Customer Support, please provide the following information

  • Full Name
  • Email address
  • Contact phone number
  • zSpace serial number of unit that is experiencing issues
  • School or company name.
  • Brief description of the issue. If you are submitting a ticket through email or web, including any pictures or screenshots of the issues would also be extremely helpful.

What additional information might Customer Support require?

Very often, if the issue is a technical issue, zSpace Support is going to ask for a Configuration Check log. Configuration Check allows us to check the update status of most applications as well as view most logs from the zSpace.

Sometimes words are hard to describe an issue. For this reason, zSpace also offers remote assistance using TeamViewer. Remote assistance allow us to see what you see. For remote assistance, often we will need a location IT and the person experiencing the issues available so we have full access to the zSpace and the person experiencing the issues can show us directly what they are seeing. 

What is the warranty on my zSpace system?

zSpace standard warranty is 1 year from the date of shipment. zSpace does offer extended warranty services at the time of sale. For more information regarding zSpace’s Limited Warranty, please click here.

How do I get my zSpace system repaired?

To repair your zSpace system or any accessories, you will need to open a ticket with zSpace Customer Support by emailing support@zspace.com. Once it is determined that your system/accessory needs to be repaired or replaced, we will instruct you on the next steps.

Who pays for shipping the unit for repair?

You are responsible for shipping the unit back to zSpace’s repair facility unless the failure occurs within the first 30 days of use. This includes ensuring that the unit arrives without shipping damage. Once repaired zSpace will ship the repaired unit back to the location you specify. If we cannot repair your unit, zSpace will replace your system or accessory. 

How long does it take to repair my system?

Once a system is received and processed by zSpace, we will attempt to repair or replace the unit within 5 business days. We will then ship out the replacement through UPS Ground back to the address you provide.

If my system is out of warranty, how much does it cost to repair?

zSpace does offer out of warranty repair for most systems for a fee. The out of warranty repair costs depends on the fault of the system. There is a minimum fee of $350 to look at the unit and customer is responsible for shipping costs to and from zSpace.

Beyond the $350 fee, there is typically an additional cost depending on the nature of the repair required.  A zSpace Customer Support Engineer will provide the repair estimate prior to any work being conducted.  

zSpace may also offer an upgrade package or incentive for you. If you are interested, please contact your Sales Representative or let the Customer Support Engineer know and they can put you in touch with the right team.

Where else can I get help regarding zSpace products?

You are already here. Our website provides both general and troubleshooting information which may help you to resolve the issues on your own. We provide a search function which allows you to hopefully find the answers for which you are looking. If you cannot find the information, we strongly encourage you to contact us and let us know so we can improve our overall website.

The edu.zspace.com section of our website also provides a multitude of information regarding activities, lessons, and resources for use in the classroom. We strongly encourage you to visit this website as well if you are a teacher looking for better ways to integrate zSpace into your classroom.

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