LEVEL 1:
Customer Service; handle order status and claim calls
LEVEL 2: Technical Support; handle Return Material
Authorizations (RMA) and Customer assistance.
- Place a call to our Customer Service
Center at (800) 777-6427.
- Please have your order number, specific
nature of problem, and end user name and telephone number available
for our Customer Service Representative.
- Level 1: Our Customer Service
Representative will assist you with your problem. This representative
will determine if a claim is necessary. If so, they will enter all
information into the MR&S Claim database and you will be contacted
by our Technical Support Group (Level 2) within 9 business hours.
- Level 2: Technical Support will review
the claim and contact you within 9 business hours. They will supply
all information and/or replacements as necessary (replacement parts
will only be issued within the first 30 days of shipment). The
representative will assist the customer to the best of their ability.
The representative may redirect you to the appropriate manufacturer
for further technical assistance with the understanding that you can
always call back for further assistance.
- A Product Signature Release Form (PSRF)
will be faxed to you if a replacement is necessary. This form will
have information regarding the RMA: product(s) to ship, product(s) to
be returned, and a return shipping label. You will need to sign this
form and fax it back to the MR&S Technical Support Group at
732-431-9268. An RMA order will NOT be processed until this form is
returned signed.
- You should wait for the replacement(s)
to arrive before returning the defective/incorrect product(s) back to
MR&S. The package(s) being returned MUST have the valid RMA number
prominently displayed in the attention line of the address label. The
defective/incorrect product(s) must be returned in the original
manufacturer’s carton with all original packaging. If a RAW
replacement (computer without keyboard, mouse, accessories, or
manuals) was sent, you must send back exactly what was sent to you.
YOU HAVE 30 DAYS IN WHICH
TO RETURN DEFECTIVE/INCORRECT PRODUCT(S) TO DCT.
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