MCA SYSTEMS S.A.S warrants that its products meet the conditions of quality, fitness for purpose, safety and proper functioning. Therefore, if your product presents operational issues or damage, you may contact us to receive the appropriate support for your warranty claim under the terms explained below.
Legal Warranty for Devices
MCA SYSTEMS S.A.S provides a limited warranty for any product that is part of its system for a period of one (1) year from the date of purchase, as recorded on the product’s purchase invoice. Therefore, in order to enforce the warranty, you must present the purchase invoice for the devices for which you intend to claim warranty coverage. MCA SYSTEMS S.A.S reserves the right to refuse warranty service if the information on the original invoice has been removed or altered.
All warranty claims must meet the following conditions:
- The warranty covers the product as long as the damage is caused by factory defects and this leads to non-functioning or malfunctioning compared to the product’s capabilities and specifications, provided that the product has been installed and used under the normal conditions for which it was designed.
- MCA SYSTEMS S.A.S offers a warranty on a product only when all the conditions, restrictions and installation and use parameters defined in the installation manual included in the box of the purchased product are met.
The product warranty does not apply when:
- The equipment shows mistreatment, damage caused by natural disasters, or use other than as indicated in the installation manual.
- It shows damage caused by electrical power voltage fluctuations or atmospheric electrical discharges.
- Damage caused by the ingress of, or contact with, liquids.
- The product has been opened or handled by personnel not authorized by the brand.
- Any of the seals or labels on the original product are tampered with.
- The damage is caused by the adaptation and installation of non-genuine parts or accessories, not authorized by the brand.
- Damage caused by animals.
- Damage caused by lack of care of the product or external factors (oxidation, discoloration, scratches, excessive dust, impacts, breakage).
- Components show damage caused by contact with corrosive acids or other chemical products, or from the use of batteries not prescribed by the brand.
- The product does not display a manufacturing serial number, or this has been altered.
This warranty does not cover theft of the product and may only be claimed by the original purchaser. This warranty is exclusive to the Republic of Colombia.
Legal warranty procedure
Warranty claims will be processed according to the following procedure:
The Technical Support Department will respond to warranty claims within seven (7) business days from the moment the devices are received at our offices in the city of Barranquilla. If the response is positive, it will be determined whether the devices will be repaired or replaced.
In case of repair, this will be carried out within thirty (30) business days following the day after the product is received. If parts or units of the same type and quality are not available in stock, we will agree with the customer to deliver a similar product from existing inventory, or, as a last resort, credit the customer the value to be used toward another product they wish to acquire; the same procedure will apply in cases where the device continues to present failures after being repaired.
In the event that the product must be replaced with an identical one or one with similar characteristics, because it cannot be repaired, the replacement will be carried out within ten (10) business days after the product is received. The above terms may vary depending on the availability of parts and devices in our warehouse; however, if such an event occurs, the customer will be notified. Therefore, the cost of withdrawing the product will be assumed by the customer if the product failure is attributable to mishandling of the same.
Supplemental Warranty
In addition to the legal warranty described above, MCA SYSTEMS S.A.S grants its customers a supplemental warranty. The supplemental warranty will be granted to customers for a period of three (3) years from the date recorded on the product’s purchase invoice. Therefore, in order to enforce this warranty, you must present the purchase invoice for the devices for which you intend to claim coverage. MCA SYSTEMS S.A.S reserves the right to refuse warranty service if the information on the original invoice has been removed or altered. The supplemental warranty is only valid for Colombia.
This warranty will only apply to devices that present a failure expressly excluded from the legal warranty, and will only apply to certain devices determined by MCA SYSTEMS S.A.S. The warranty consists of replacing the equipment with a new one in exchange for the delivery of the equipment presenting issues and the payment of the indicated amount, which will be determined by MCA SYSTEMS S.A.S at a special price established in the supplemental warranty price list.
Supplemental warranty procedure
Warranty claims will be processed according to the following procedure:
The faulty device must be sent to our offices in the city of Barranquilla so that the Technical Support Department can review it and determine which type of warranty applies. If it is the supplemental warranty, the customer must pay the amount determined for that device; thereafter, MCA SYSTEMS S.A.S will have three (3) business days to carry out the replacement and ship the device back to the customer.