ORDER & RETURN
If your equipment doesn’t work, make sure that power is connected, the power LED is on and that the equipment is connected to the network. If you have power, are connected to the network and still have a problem, try resolving by searching the GovComm Knowledge Base or by contacting technical support.
RETURN MERCHANDISE AUTHORIZATION
After exhausting self-troubleshooting options, customers can contact GovComm technical support to further troubleshoot or open an RMA . Our support specialists can also provide the status of an existing RMA.
- Call 305-937-2000 (for the first available support specialist).
- Visit our virtual help desk and open a ticket.
- Email Support@GovComm.us indicating the product model number, serial number, brief
description of the issue and contact information to initiate a support request.
To determine warranty, a serial number or proof of purchase is required to be sent to the support specialist. The support specialist will troubleshoot with the customer. If the product may be defective, an RMA is issued and the customer is advised how to return the product (with the RMA number clearly marked on the outside of the package). The customer is responsible for shipping expenses to GovComm.
Upon GovComm’s receipt, the equipment will be factory defaulted and tested to determine the status.
If the equipment is:
- Not defective: it will be shipped with a test results document.
- Repaired: it will be shipped within 2 business days.
- Replaced: with an in-stock product, it will be shipped within 2 business days, otherwise, it will be
shipped within 10 business days.
Advance Replacement is a fee-based RMA service for in stock replacement equipment. In most cases, the customer purchases this service in advance at the time the equipment is invoiced.
DEAD ON ARRIVAL
If, within 30 days of end user purchase, the product is found defective, a DOA (cross-ship) RMA will be issued. The customer is required to complete and send us a DOA Agreement. If the DOA agreement is received before 2 PM, new replacement equipment will be shipped the same day, otherwise shipping will be the next day.
OUT OF WARRANTY
Products that are out of warranty can be returned to GovComm and tested for a fee of $75.00 USD. A Support Testing Agreement, including payment by credit card, must be completed prior to a Return Material Authorization being issued.
If the product is not defective, it will be shipped to the customer with a document indicating the test results within 5 business days.
Defective products (excluding altered, discontinued and water damaged products) qualify for our repair program.