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Contact DirectFix.com
Phone Orders
Phone Orders (Toll Free): 1.877.810.9747 (Option 3)
Monday through Friday, 9:00 AM to 4:00 PM PST
(Phone Orders Taken By 3rd Party Company)
The phone order department is unable to answer questions regarding Pre-Sale Questions, Tech Support, Billing & RMA Return's. Please email our customer service department regarding these issues. For more information on why we do not provide technical support via the phone read below.
Billing Contact
1.877.810.9747 Option 4
Monday through Friday, 9:00 AM to 4:00 PM PST
Professional Profiles
Technical Support & Pre-Sales Questions?
At this time we do not offer phone support or phone pre-sales questions. All questions regarding our repair service, technical support or sales questions are handled via email only. For further assistance please contact one of the email addresses listed below.
Customer Service, Repair & Tech Support
Customer Service & Tech Support is ONLY offered via Email and NOT by phone.
Corporate Headquarters
AX Micro Solutions
358 Digital Drive
Morgan Hill, CA 95037-2879
Phone (Toll Free): 1.877.810.9747
Fax: 1.408.778.4577
(Mon thru Fri: 9am - 4pm PST)
* Sorry we do not accept returned items without an RMA. The address listed above is not a retail store. Items are sold only via the webpage. NO PICKUPS, NO DROP OFF's, NO WALK-INS & NO ON THE SPOT REPAIRS!
Why Won't You Call Me For Technical Support? I Demand a Call!
We offer highly accurate, and quite timely, web-based support for all DirectFix products. As a small parts and repair company, phone-based support simply isn't feasible for a number of reasons.
Most of our support staff are also in technical repair and order fulfillment departments. Repairs and order shipments require a high level of concentration and it is next to impossible to embark on serious efficient process without at least occasional 2-4 hour windows of uninterrupted time. If our technicians and order handlers answered phone calls, they could not package products, repair units, or ship quickly to fill your product needs. Using our online email support system, our staff are better able to devote blocks of time throughout the day to address emails quickly, yet still manage order processing time effectively.
Alternatively, we could hire support staff to answer the phone. This would, of course, require significant finances, and force us to raise the price of our products. Additionally, the level of accuracy and email resolution would never be the same. Email issues may involve compatibility issues with parts on new Smartphones or PDA's, so we are constantly striving to keep the most updated parts and accessory lists which takes research and time. Addressing these issues adequately requires years of experience, and in some cases, familiarity with the repair products and repair videos involved.
Our email based support system has other advantages as well. Emails are archived, allowing us to better solve problems by researching your requests on the parts purchased, and for you to refer back to an email we answered at any time. Further, in many cases, we may need time to research/cogitate on the issue to answer it correctly, which is uncomfortable (or not even possible) with phone-based support. We often need to look up your order on our search based system which can take time.
Here's a tip on how to obtain the best possible response via email. Be nice. A courteous and clear support request sets a tone much more conducive to resolving the issue. There is no need to yell "HELP!!!!" in the subject line, your order number helps us get your details up for a quicker search.
We are confident our current approach to technical support is in the interest of your business, as well as ours.
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