After-Sales Service & Technical Support

Customized After-Sales Service

Exclusive to Data Carte Concepts!

Data Carte Concepts distinguishes itself from competitors with the quality and the reliability of its after-sales service. Our staff will accompany you through the entire purchasing process, from the analysis of your needs to after-sales support. Our expertise will ensure fast and efficient service. When your products are installed and catered to by our team of experts, you will minimize impromptu downtime and maximize the value of your initial investment. Data Carte Concepts ensures prime quality service.

Our distribution system helps manage service calls and emails and quickly send one of our qualified technicians to your location. This system ensures fast and optimal repair of the equipments we are given. We also offer a variety of service contracts and remote technical support that are customized to meet each client’s specific environment requirements.

Different Types of Services We Offer

Data Carte Concepts offers different types of services:

On-call repair services (on-site or in our workshop)
Service contracts for on-site or workshop maintenance of your devices, which covers parts and labor
Technical support by phone, e-mail, and/or remote connection
Software and/or peripheral driver updates (free or billable, depending on the types of service conditions or the manufacturer’s policy)

On-site Repairs

Each carrying a full set of brand-name spare parts from several manufacturers (which covers current and recently discontinued devices), our qualified technicians are assigned to your case with diligence to solve any technical problem you may have as quickly as possible. Thanks to our flexible allocating system, we can quickly categorize any service call we receive according to the type of service required (on-site repairs, workshop repairs, remote technical support, etc.) to ensure fast and optimal problem resolution.

Service Calls Procedure for Repairs

Workshop Repairs

Our workshop is fully equipped to take in and treat any of your identification devices. We keep in stock a complete inventory of original parts from the different manufacturers we represent. This provides quick and efficient repairs and ensures parts compatibility with all equipments that we are given.

Service Calls Procedure for Repairs

Service Contracts for On-Site or Workshop Repairs

Data Carte Concepts provides tailor-made service contracts (covering the cost of maintenance and remote technical support) designed to fulfill all of our clients’ needs. Our expertise and our experience in the field of identification ensure that you will receive fast and efficient service, no matter the complexity of the problem you are facing.

Here are some benefits of a service contract:

Fixed yearly costs
Fast and priority response
Service available during regular business hours (service calls outside of contract at non-traditional business times is possible)
Contract include parts, labor and transportation
Preventive maintenance carried out periodically to ensure constant efficiency
Minimizes downtime and ensures constant reliability of your devices
Loan of equivalent device (depends on the situation)
Software/pilots/software packages updates (when necessary)
Technical revisions

Service Calls Procedure for Repairs

Remote Technical Support

We also offer support packages of remote technical support to help you resolve certain types of problems. Our experienced technicians will provide answers to your questions and solutions to your problems, with response times fluctuating between 1 and 8 business hours (depending on the number of calls). You will be able to make an unlimited number of phone calls until you reach the maximum number of hours on your prepaid packages. These blocks of support do not expire. Also, our technicians will make sure that all of your systems benefit from the most recent updates to help you optimize your productivity and efficiency.

To maximize the effectiveness of your technical support package, you need to prepare the site (authorization for remote connection, desktop administrative local rights, availability of the client’s technical support employee) before our technician’s intervention.

Remote Technical Support

Service Calls Procedure for Repairs

To make a service call, dial +1 514 989-8326 or +1 888 220-4801 (free of charge) and choose option #1 (after-sales service). You can also contact our representatives by email at servicecall@datacarte.com.

Procedure (by phone or by email)

Under Warranty

Please have this information on hand:

The name and phone number of your contact person.
The model and serial number of your defective device.
A precise description of the problem (including error messages that appear on the display).
An official purchase order (to send by email) or credit card information (depending on your account) for the acquittal of labor costs (generally not covered by the service contract). Parts are generally covered by the manufacturer’s guarantee.
An email address to send your activity report (PDF) and your invoice once the repair is done.

Under Warranty - Workshop Repair
Clients are responsible for return freight charges. Labor is generally billable (regular hourly rate), but depends on the type of equipment and guarantee offered by the manufacturer. Parts are usually covered for the manufacturer and non-billable, except if there’s abuse, neglect, and faulty usage by the client or if there’s an exception mentioned in the "Limitations of warranty and remedy" document.

Limitations of warranty and remedy (PDF)

Before returning any merchandise, clients must obtain a return of merchandise authorization number (RMA). This number must be written on all documents (i.e. shipping invoice and waybill) that are returned with the merchandise. Once the RMA is provided, the merchandise must be delivered to our office within 10 business days. The returned merchandise will be verified within 48 hours of its delivery before. Clients will then be informed of the procedure to follow.

Clients must also provide an email address for us to send the activity report, once the repair is done.

For any additional information on the shipping and return policies, don’t hesitate to communicate with us by sending an email to info@datacarte.com.

Under Warranty - On-Site Repair
Labor is generally billable (travel expenses and time on-site at a regular hourly rate), but depends on the type of equipment and guarantee offered by the manufacturer. Parts are usually covered for the manufacturer and non-billable, except if there’s abuse, neglect, and faulty usage by the client or if there’s an exception mentioned in the "Limitations of warranty and remedy" document.

Limitations of warranty and remedy (PDF)

Clients must also provide an email address for us to send the activity report and invoice (if need be), once the repair is done.

For any additional information on the shipping and return policies, don’t hesitate to communicate with us by sending an email to info@datacarte.com.

With a Service Contract

Please have this information on hand:

The name and phone number of your contact person.
The model and serial number of your defective device.
A precise description of the problem (including error messages that appear on the display).
An email address to send your activity report (PDF) and your invoice once the repair is done.

With a Service Contract – Workshop Repair
For workshop repair, clients must return their device to our Montreal office. We will make the repairs covered by the service contract and will return the device to the client once they are completed. Clients are responsible for both return freight charges.

For workshop return, clients must obtain a return number (RMA). They must also provide the model and serial number of their device.
Clients must also provide an email address for us to send the activity report, once the repair is done. For card embosser repairs, clients must send 100 of their cards to precisely adjust their device.

Note: Clients must ensure that their device is properly packaged: we use the same box to return the merchandise. If we judge that the box it came in is not sturdy enough (to prevent a problem that may arise from transportation), we reserve the right to use better packaging and to bill the materials to the client.

With a Service Contract – On-Site Repair
For an on-site repair, clients must place a service call by phone (with a subsequent email confirmation) or directly by email:

Clients must provide the model and serial number of the device.
Clients must also provide an email address for us to send the activity report, once the repair is done.

Without a Service Contract

Please have this information on hand:

The name and phone number of your contact person.
The model and serial number of your defective device.
A precise description of the problem (including error messages that appear on the display).
An official purchase order (to send by email) or credit card information (depending on your account) for the acquittal of labor costs (generally not covered by the service contract). Parts are generally covered by the manufacturer’s guarantee.
An email address to send your activity report (PDF) and your invoice once the repair is done.

Without a Service Contract – Workshop Repair
For workshop repair, clients must return their device to our Montreal office. Clients are responsible return freight charges. First, we make an estimate of needed repairs and send it to the client for approbation. Regular hourly rates are applicable. A 1-hour minimum rate, plus taxes and freight charges (if the customer doesn’t use its own carrier) is billed for the estimate. If the client accepts this estimate, the amount billed will be the one that appears on the estimate, which includes labor cost, parts (if necessary), taxes, and freight charges (if the customer doesn’t use its own carrier).

For workshop returns, clients must obtain a return number (RMA). They must also provide the model and serial number of their device and must include a purchase order number and/or credit card information (depending on your account). It is preferable to provide credit card information by phone.
Clients must also provide an email address for us to send the estimate activity report and electronic invoice, once the repair is done. For card embosser repairs, clients must send 100 of their cards to precisely adjust their device.

Without a Service Contract – On-Site Repair
For an on-site repair, clients must place a service call by phone (with a subsequent email confirmation) or directly by email:

Clients must provide the model and serial number of their device and the purchase order and/or credit card information (depending on your account).
A 1-hour minimum rate, plus taxes and freight charges (if the customer doesn’t use its own carrier) is billed for the estimate.
The client’s purchase order must be at least $1,000 (for card embossers) or $500 (for all other types of equipment). If the final amount of the invoice is inferior to $500 or $1,000 (depending on the model), it is the actual amount for the repair that will be billed. If the final amount is superior to $500 or $1,000 (depending on the model), the purchase order will need to be amended to indicate the actual amount.
Clients must also provide an email address for us to send the estimate activity report and electronic invoice, once the repair is done.

Remote Technical Support

A technical support package is provided by phone, email and/or remote connexion, done by one of our qualified technician, with response times between 1 and 8 business hours. You will be able to make an unlimited number of phone calls until you reach the maximum number of hours on your prepaid packages. These blocks of support do not expire. These technical support sessions can be applied on all types of equipments and software that we are able to support.

To maximize the effectiveness of your technical support package, it is important to prepare the site (authorization for remote connection, desktop administrative local rights, availability of the client’s technical support employee) before the intervention of our technician.

Clients recognize that the issuance of a purchase order for technical support, made by their institution, is, in itself, an implicit approbation that the service will be rendered and that none other internal approbation is necessary for the payment of the invoice. Clients must verify that all internal documentation is completed to ensure that the payment of the invoice is done within the terms of payment specified on the client’s quote.