DCT Support | RMAs – Return Information

Procedure for returning Syrus devices under and out of warranty

What is an RMA?

It stands for Return Merchandise Authorization, and it is the process of having a product repaired or replaced in order to receive a refund or credit for another product from the same retailer or corporation (DCT) within the product’s warranty period

What is an NWR?

It stands for Non-Warranty Repair, and it is the process of repairing Syrus devices in DCT laboratory that are out of warranty. This implies there are fees for revision.

STEP 1 – Your device is NOT functioning

If your device is not functioning, please contact DCT via:

Phone: +1.305.809.0638

Email: support@digitalcomtech.com

Chat: www.digitalcomtech.com

STEP 2 – Support Engineer troubleshoots and determines eligibility

Our technical support engineers will work with you to troubleshoot the device and determine the eligibility of RMA or NWR.

Note: Your device must be UNDER WARRANTY in order to qualify for a laboratory revision without fees; however this does not mean the devices will be replaced or fixed. Under warranty means 1 year since the date it was purchased from DCT. For more information please read DCT’s LIMITED WARRANTY

You can send an email to support@digitalcomtech.com at any time to know the date the warranty expires of any unit.

STEP 3 – Fill out RMA or NWR Form with description on fault & case number

When filling out the form please write the case assigned to your RMA or NWR.

RMA FORM

NWR FORM

Example:

STEP 4 – Approval process & generation of RMA/NWR form

NOTE: Standard RMA/NWR approval time is 24-48 business hours.

STEP 5 – RMA is approved and RMA number is assigned

Upon approval of your RMA or NWR, you will receive an email with the RMA/NWR form & number attached. This form has the address which you should ship the devices to.

NOTE: You are responsible for any expenses you may incur in delivering your defective product to our office facility.

For devices UNDER WARRANTY (RMAs) – please ship the devices to our office facility 30 days within receipt of this RMA. Failure to do so will void the RMA and a new one will have to be requested, thus delaying the process.

For devices OUT OF WARRANTY (NWR) – the NWR form is valid for 6 months, failure to send the devices after 6 months automatically voids the NWR and a new one will have to be submitted.

STEP 6 – Place devices in a tight concealed padded box and ship back to us

Shipping address is on the RMA/NWR form.

NOTE: Please put your device(s) WITHOUT cables, or SIM Cards. You should only ship the device(s) along with the internal battery. *DCT is NOT responsible for any lost cables or SIM cards.