Warranty Policies
The “Depot” warranty is attended at Redsis facilities in the city of Bogotá and covers damage attributable to manufacturing defects during the coverage period. To initiate the process, the client has to send to Redsis (Bogotá) facilities the part subject to a warranty request. Within this agreement, the client authorizes the billing of the initial diagnostic of the part, element, or solution at the rates in force and effect for the years under course. This charge is generated if it is determined that the damage corresponds to an event not covered by the warranty. The warranty for manufacturing defects for the equipment Redsis offers is 1 year and it is 90 days for replacement parts and refurbished equipment. The warranty starts to operate upon the physical delivery of the equipment, parts, elements, or solutions to the client. Service is rendered during working hours, Monday through Friday; no service is provided on holydays. The warranty is forfeit if the equipment does not bear the original serial number label, or if it is manipulated by personnel not authorized by Redsis. Once the equipment is received, Redsis shall proceed to open an incident, perform an initial diagnosis, and determine the service modality.
The “On-Site” warranty is provided at the client’s facilities at the cities covered under this modality (see coverage table), and applies to damage attributable to manufacturing defects. Within the agreement, Redsis shall service in the cities with local presence with no transportation costs. In the cities with remote service, the technician shall move from the city stipulated and the client authorizes the invoicing of the transfer costs at the rates in force and effect for the current year. In any of the cases, the client approves the initial diagnosis of the solution and the charge thereof. The charge of the initial diagnosis is generated if it is determined that the damage corresponds to an incident not covered by the warranty or extended maintenance.
The warranty for manufacturing defects in the solutions that Redsis offers is 1 year. The warranty starts upon the physical delivery of the solution at the client’s premises. Service is rendered during business hours, 8:00 to 18:00 Monday through Friday; no services is provided on holidays. The warranty shall be serviced at the client’s facilities, provided that they are located in the cities included in the city coverage table. The warranty is forfeit if the equipment does not have its original serial number label, or if it is manipulated by personnel not authorized by Redsis.
Before scheduling the visit, Redsis will perform a preliminary diagnostic by phone and define the service modality. It conducts an initial diagnosis and confirms the service modality according to the following options:
Redsis provides equipment and solutions from manufacturers who have their own warranty and maintenance attention policies. In these cases, Redsis shall provide the terms and conditions of each manufacturer. Service is directly rendered by the manufacturer.
Process to open a warranty / maintenance request
The following process must be followed for any modality:
- Keep on hand the information of the part or equipment subject of the call (date of purchase, part number, serial number, etc.)
- Visit Redsis webpage – client support
- The client must provide a final-user description of the fail presented. If applicable, document with logs, pictures, videos, etc.
- The Management Center validates the information and determines the type of service (Warranty from Redsis or from the manufacturer, extended service, chargeable service), according to the case.
- The Management Center opens an incident and a case number is assigned and notified to the client.
- The Management Center manages and follows up the incident until it is closed.
Clients are advised to visit Redsis’ frequently-asked-questions module before opening a request for support
Additional items not included in the warranty
Some equipment supplied have consumable elements. With use, they show normal wear and tear and need to be replaced. As part of the diagnosis conducted to the equipment, consumable parts are revised; if replacement thereof is required, Redsis shall quote the parts necessary to leave the equipment fully operating.
Printers consumables: Printing head, guillotine, paper.
Industrial PC Panel Consumable: Resistive membrane.
Card reader consumables: Belts and gum traction elements.
This document has been prepared for the exclusive use of our clients. Without REDSIS S.A.S.’ prior written authorization, this document may not be made available to people other than the addressee and/or the persons the latter should designate for purposes specifically related to the offering it contains.
Warranty
The equipment is in the coverage period and shows no signs of mistreatment, misuse or damage by external agents.
Extended maintenance
At the moment of negotiation, the client engaged one or two additional coverage years and the equipment shows no signs of mistreatment, misuse or damage by external agents.
Chargeable service
The equipment is not covered by warranty or extended maintenance; or if the equipment shows signs of mistreatment, misuse, the use of incorrect or bad-quality inputs, or damage by external agents, Redsis sends an incident report including the value of the initial diagnosis, parts and labor. Once the client approves the repair, Redsis proceeds to repair the equipment. If, on the contrary, the client does not want to proceed to the repair, Redsis will invoice the value of the initial diagnosis.
Repairs are performed at Redsis facilities and, once performed, the client will be notified. The transportation of the parts shall be borne by the client during the entire process.