Technical Assistance

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Technical assistance

For technical assistance to our products, make a telephone contact by our Technical Assistance Call Center: (+55) 51 3933 3094 or by the email assistencia@datacom.com.br.

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Datacom Product Warranty
Datacom products have a factory warranty of at least 12 months covering manufacturing and material defects. The warranty coverage starts at the invoice issued date.
The warranty only includes the repair and the replacement of components or defective parts without charge for the customer.
The warranty does not cover repair at the customer´s site. Any equipment to be serviced must be sent to Datacom following its RMA guide. Shipping expenses shall be paid by the customer.
Datacom will repair all equipment within 30 (thirty) days after receiving the products.
Repairs of products that are not covered by the factory warranty will be charged to the customer and will only be done after formal approval.

Warranty Restrictions
The following situations are not covered by the factory warranty:
- Equipment not installed or operated in accordance with instructions of the installation manual
- Repairs performed by unauthorized persons or companies
- Damage caused by accidents such as: fall, electric stress, immersion, improper storage or exposure to intense heat / cold sources, nature phenomenon
- Damage caused by the use of inappropriate packaging for transport to Datacom
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Equipment care
Devices sent to DATACOM for repair must be protected. Make sure that the product is properly packaged. Apart from physical protection, the package must also provide antistatic protection. Preferably use the original packages and protections.
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RMA
When a hardware failure is the cause for equipment malfunction, and the equipment has to return to DATACOM for maintenance, an RMA (Return Material Authorization) number has to be obtained through DATACOM´s Technical Support. Our Technical Support will ensure it is a hardware failure.
To contact our Technical support: https://supportcenter.datacom.ind.br/ or +55 51 3933.3122.
The RMA number shall be written on the outside the equipment packages, and should be mentioned on its shipping invoice. Equipment returns without an RMA number will be refused.
Datacom's RMA form shall be filled out with the appropriate information, including RMA number, and sent to Datacom's sales department, to obtain its shipment authorization and shipment instructions.
Do not ship equipment to DATACOM without previously receiving shipment authorization and shipment instructions.