How to Get Support from NEI for Equipment and Software

Updated

NEI (neigps.com) provides support through three visible channels on its site: a video support and documentation library, a support ticket submission form, and a questions section. These are the routes to use when you need help with Trimble or other equipment and software NEI sells, rents, leases, or services. The site does not publish phone numbers, email addresses, or hours in the available material, so the ticket form and video library are the documented starting points.

Video Support and Documentation

The site labels this section "NEI Video Support Documentation" and offers a "View Video Support" link. It is organized by application area rather than by product, with these headings:

  • Surveying
  • Construction
  • Mapping/GIS
  • Marine

If your question is about how to operate or configure equipment in one of these areas, check this library first. The site also promotes video support directly with a "Get Video Support" call to action, suggesting video is a primary format for troubleshooting content.

Submitting a Support Ticket

For issues that documentation does not resolve, the site provides a "Submit Support Ticket" entry point under a "Personalized Support" heading. This is the documented way to reach NEI staff with a specific problem. The page evidence does not describe the form fields or response times, so treat the ticket as the general contact route and include enough detail about your equipment model and the issue for the team to route it.

Questions and General Contact

The site includes a "Have a Question" block with a "View all questions" link, which appears to collect common questions and answers. It also lists standard contact navigation: Events, News, Forms, Contact, and About Us. If your need is not a technical fault — for example, a question about purchasing, rental, leasing, or service — the Contact page and the Forms section are the appropriate places to look.

Choosing the Right Channel

Your situation Best starting point
Learning to use equipment or software in surveying, construction, GIS, or marine work Video Support Documentation
A specific technical problem not covered by documentation Submit Support Ticket
General or common questions View all questions
Sales, rental, lease, or service inquiries Contact page or Forms

What to Have Ready

Because the site does not specify ticket requirements, prepare the basics that any equipment support team needs: the product name and model, the software version if applicable, a clear description of the problem, and what you have already tried. For video support topics, note the application area (surveying, construction, mapping/GIS, or marine) so you land in the right section.

NEI positions itself as an authorized Trimble dealer that also supports other manufacturers, and its support structure reflects that breadth — organized by how the equipment is used rather than by brand. Start with the video library for how-to needs, use the ticket form for unresolved technical issues, and use the Contact and Forms pages for commercial questions.