Support Policy
Hardware Support
If you have an onsite hardware support contract, call 1877-900-3993 to request service. A technical support representative will dispatch a System Support Engineer to provide onsite support for your hardware problem.
Renewing Support Contracts
To avoid a lapsed contract charge, be sure to renew your support contract before your current contract expires.
Return Policy
SysMaster has an “all sales are final” policy. Customers are only allowed to return products when they are defective, damaged or non-ordered products, and only with a Return Material Authorization (RMA) number.
RMA Criteria
- Products must have been purchased directly from SysMaster.
- Returns are only allowed when there is a SysMaster order entry error or anufacturing error.
- Products must be new with the factory seal unbroken.
- Products must be returned to SysMaster's designated location within 30 days of customer invoice date.
- SysMaster will only give credit for product returned with a Return Material authorization (RMA) number.
- Failure to return product within 30 days may result in cancellation of the Return with Credit request.
- Out-of-Policy requests are subject to acceptance by SysMaster, and a re-stocking fee may be applied.
If you did not purchase the product directly from SysMaster Systems, please refer to your distributor or reseller's point of contact for all information on return of SysMaster products.
Contacts and Additional Information
For further details or questions about the Returns process, please send email to rma@sysmaster.com or call your sales representative at 1-877-900-3993.
All returned items are subject to inspection for use and damage before credit is issued. Items returned in damaged or severely used condition which cannot be resold as new have a 20% restocking fee. You may incur
additional charges if product is returned in damaged condition. Equipment must be returned with freight and insurance prepaid to the SysMaster at the address listed below. You must reference the RMA Number on the outside of each box being returned. Product returned without an RMA number may be received without credit given.
SysMaster
RMA Receiving
RMA#___________
2700 Ygnacio Valley Rd, Suite 210
Walnut Creek, CA 94598
RMA Request Process
In the case of mis-shipments, overshipments, shipment damages, or zero dollar RMA requests please complete the RMA Credit Request Template and email it to rma@sysmaster.com . You will receive a Case number (SC#) so that you may reference your request.
In the case of functionally defective product, please contact our Technical Support to open a case. You will receive a Case number so that you may reference your request.
To request RMAs for any other reason send e-mail to support@sysmaster.com
