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4. Products with National Warranties
Declaración de Políticas Establecidas.
1.- Product Refunds
Intcomex Uruguay will accept product refunds, ONLY in the event of an error at the time of sale. For this, you must contact your executive and inform him/her of the mistake, he - in turn, will be responsible for communicating this situation to customer service and within 48 hrs a response will be delivered.
If you are requesting an exception to the rules, you must send a “Solicitud de Devolución de Producto” (SDP), which is found on our website, vía email to Ricardo Orellana rorellana@intcomex.com informing him of the reason for return. In addition the product must maintain original packaging and Factory conditions, corresponding to the manuals, accessories and manufactory seals, which must be intact and cannot be 5 days past the billing date. If the request is approved, the product will have an automatic deduction of 10% of its face value.
Any other circumstance that is not covered by the cases already mentioned, and don’t correspond to a technical and/or commercial criteria and exceeds any of the dates established will not be accepted by Intcomex Uruguay.
Dear distributor we want to be very clear on this issue that due to general terms and because of company policy the return of products is not accepted by Intcomex Uruguay, only in the event of the situations already mentioned and with the specified requirements will we study the request thoroughly.
2.- Warranty Regulations
The products, devices, and parts that Intcomex Uruguay imports and distributes, are guaranteed by their respective manufacturers. Because of this, in the event claiming a warranty, Intcomex acts only as a median between the Manufacturer and the distributor, which is based on the following criteria:
- The clear understanding between Intcomex and its distributors.
- The norms, clauses, exceptions and criteria that the manufacturer imposes in order to make a valid warranty of its products.
- The Current Regulations
Hardware warranty is exclusive to component failure or manufacturing errors. The software is guaranteed only by its corresponding manufacturer, in accordance to its own terms of warranty and license. The warranty period begins on the date of purchase and the response time to a warranty request is 48 hours max.
Causes of Warranty invalidation:
- Removing or altering with Intcomex and/or manufacturer’s bar code.
- Damaged parts.
- Parts or pieces deteriorated due to oxidized or corrosive elements.
- Damages caused by abnormalities in the electrical supply, such as: improper voltage, faulty power supply, etc.
View information about:
"Criteria for dead pixels on LCD monitors"
3.- Procedures
In order to efficiently extend an Application for Guarantee, it is required to send a report with the following information:
- Proper identification.
- Proof of purchase.
- Product details (Type of product, serial number).
- Technical report showing the symptoms presented by the component and its frequency.
- Name of the technician, if asked for this information.
Attention:
Products that do not meet the requirements mentioned above will not be received for technical inspection. If the product has been shipped, the product will be returned, without any technical review.
To prove that a product should be replaced by warranty, it must be logged in Uruguay Intcomex service, who will verify the origin of the product failure. If after technical review by Intcomex, it is determined that the component is not attributable to the security problems, or simply does not default, we will proceed to make a charge of $ 20 - on account of technical service.
For OEM and PC-KIT - Offers is considered individually for each component. These products are not configured and have no stamps in order that each distributor manages the HW and SW changes it deems necessary, it is the responsibility of each supplier to determine the defective component in order to send it to warranty.
Technical Service is not responsible for the information contained in the storage devices, so it is your responsibility to support this information appropriately.
If after technical review by Intcomex, it is determined that component is not attributable to the security problems, or just does not have problems, we will proceed to make a charge of $ 10 - plus inputs on account of technical service.
Intcomex gives assurance in their facilities, so all costs associated with transporting products, insurance and the like, is the clients responsibility.
4. - Products with "Garantía Nacional"
Intcomex Uruguay markets products from leading brands in that have local service centers authorized (CAS).
The address, name and phone number of CAS throughout Uruguay and all brands are listed on our website. Should any of these products present failures, guarantees should be claimed directly by you in these centers, and are assigned to their rules, procedures and schedule.
Intcomex Uruguay has no interference, nor any involvement in managing the removal or shipping products to these centers. However, as a way to provide support and the comfort necessary in solving this issue, Intcomex Uruguay can handle this transaction to redeem your warranty. This management will have an operating cost of U.S. $ 30 per dispatch guide provided by you, and finally to maintain the reliability and safety of your product and carry out your operation, you need to submit a document, authorizing us to perform this transaction, which will be used to collect a monthly check.
Any product that must be referred to a CAS and has no customer approval to Intcomex Uruguay through the department of "Customer Service" (Mr. Francisco Rodriguez) will be returned to your offices.
5.- Warranties for "KIT ofertas" & "PC-OEM"
For the special case of these products the warranty is considered individually for each of the components. The warranty becomes effective by Hardware, it is your responsibility to identify the defective component in order to be sent to warranty.
For those products that have been billed the cost of assembling, they will be fully guarantee for 90 days from the date of the bill of sale, after this period the guarantee only applies to individual components. However, we have a system of care and technical service for customers who lack technical department. So you must cancel the item amount corresponding to the specific product assembly, being covered with a comprehensive warranty for a period of 90 days from the date of sale. Intcomex Uruguay provides service review and PC configuration, installation and configuration of devices, repair sources and monitors, in addition to the corresponding advice for being a customer.
It is very important that you visit our website warranty information for the current regulations, this will help avoid unnecessary delays and inconveniences.
You'll also find the Request Return Product (SDP) and all information needed to process guarantees more quickly and efficiently.
Any product that is sent to Warranty must specify in their respective dispatch guide, accessories with which it is being sent, manuals, drivers, cables, among others.6.- Warranty seal on "KIT offers" and "PC-OEM"
Intcomex Uruguay reminds you of the importance of the security seal, in respect to our PC’s warranty. All PC Kits and PCs assembled have a Seal of Guarantee, ensuring that if you have any fault with your equipment and this label remains intact, you will maintain the Integral Warranty [GI]. Should you detect the absence of a component and the seal is broken, the claim will be rejected and it will be considered an invalid Integral Warranty of equipment and will only maintain warranty by corresponding components.
Frequently Asked Questions:
What if I want to install additional hardware without losing the integral warranty?
R. - You can send an email to garantias.cl@intcomex.com indicating that what was received is correct and that you may proceed to add hardware. This notes that what has been received is complete and works well.
How do I know that the inside of my product is complete and without missing parts?
R. - You can check all this without opening the PC, revision within the BIOS, properties in Windows, etc. .
What happens if the seal is broken?
R. - If the seal is broken you become unable to claim any shortfall in the PC, Comprehensive Warranty is lost, leaving only active component assurance alone.
Can you send me seals to replace the previously opened seals?
R. - It is NOT possible.
Can I ask for PC's without a seal?
R. - Yes, but it is the customer’s responsibility if there is a component missing.
What is Integral Guarantee?
R. - It means that in case of failure within 90 days from the date of purchase, the PC can be sent entirely to the service center for diagnosis and repair, after this period the guarantee is by component, that is by parts and pieces.
7. - Application Downloads