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Support

Support and warranty

Help with setup, updates, returns and repairs, by e-mail. Hardware defects are covered by the legal guarantee, whatever bundle you bought.

Sign in for support and downloads

Contacting support and the downloads (appliance bundle and MeiMei Firmware Updater) are available after you sign in to your MeiMei account. A guest order appears in your account when you sign in with the e-mail address you used at checkout.

Free updates

Firmware and assistant software updates are free. Firmware updates are installed over USB with the MeiMei Firmware Updater. There is no call limit: the device never requires an update after a number of calls. If the updater was closed or the computer switched off during an update, the device waits in recovery mode: connect it and run the updater again.

Legal guarantee

In the EU and the EEA the seller is liable for any lack of conformity that exists when the device is delivered and becomes apparent within two years (Directive (EU) 2019/771). Your national law may give you more. This guarantee is free and does not depend on any support period.

We first repair or replace the device free of charge, including shipping. If that is impossible or does not happen within a reasonable time, you can ask for a price reduction or end the contract and get a refund.

Customers outside the EU and the EEA have the statutory rights of their own country.

Returns and repairs (RMA)

If the device is faulty:

  1. Go through the troubleshooting list in the manual first: a charge-only USB cable, a missing speech-recognition key or a pending firmware update cause most problems.
  2. E-mail support with your order ID, the device ID and a short description of the fault.
  3. We reply with an RMA number, the return address and packing instructions. Please do not send a device without an RMA number.
  4. If the device still starts, erase its settings before you send it: hold the button for more than 8 seconds (this erases the Wi-Fi settings, the address of your computer and all phone pairings; we also erase every returned device on receipt). The screen shows ERASING..., then ERASED, BT CLEARED; if it shows ERASED, BT KEPT, mention it in your return request. Remove it from the Bluetooth list of your phone and pack it with its USB cable. Your call transcripts stay on your computer.

Changed your mind?

Consumers in the EU, the EEA and the United Kingdom can withdraw from the purchase within 14 days of delivery without giving a reason.