How to Report a Product Quality Concern to Elo Customer Care

Audience: Public / Elo Customers, Partners & Integrators

Article Type: Support Procedure & Quality Escalation

Elo is committed to delivering the highest level of hardware reliability and performance. If you encounter a potential quality, manufacturing, or hardware reliability issue with an Elo product, follow the process below to submit a formal report directly to our quality engineering team.

Submitting a Quality Concern

1. Navigate to the official Elo Customer Care submission portal:
   https://contactus.elotouch.com/customercare
2. Complete the online intake form, providing detailed information about the affected hardware (including part numbers, serial numbers, firmware versions, and operational environment).
3. Describe the symptom or failure mode as thoroughly as possible. Providing error logs, photos, or video captures will help expedite the investigation.

Review & Follow-up Process

Once submitted, your report is routed directly to Elo's Customer Quality Review (CQR) team. A quality engineer will evaluate the data, initiate an investigation, and contact you directly with findings, recommendations, or resolution steps.