When submitting a support or warranty request, it is important to keep the following points in mind:
It is important that the product be shipped in its original packaging to protect it during transit to our company and that it include all accessories to ensure full warranty coverage.
All products in the JALTECH POS line come with a 12-month warranty, except for batteries, which come with a 3-month warranty.
The batteries for POS products come with a 3-month warranty, which covers only manufacturing defects.
Our customer service hours are Monday through Friday from 8:00 a.m. to 5:00 p.m. and Saturdays from 8:00 a.m. to 12:30 p.m.
The product warranty must be valid, and you must have the receipt and warranty documents.
Please follow these guidelines for the proper use of batteries:
The product must be charged for 6 continuous hours before its first use.
Whenever the battery runs out of charge, it should be charged for 4 continuous hours (do not overcharge it beyond the specified time).
To ensure the product’s lifespan, we recommend that you do not use the device while it is charging.
If your device’s adapter becomes damaged and needs to be replaced, it is important to consider the voltage and amperage to ensure that the battery functions properly.
The product warranty must be valid, and you must have the receipt and warranty documents.
If the JALTECH POS specialist determines that the product requires physical inspection at the company’s facility; the after-sales service representative will contact the customer to create a warranty service order, taking into account the observations detailed in the POS service tracking form, and will schedule the pickup of the product for processing at the company.
This pickup may be arranged through one of our company's sales representatives at the store where the purchase was made, or through the carrier, depending on the circumstances and the nature of the service.
Our product warranty covers only MANUFACTURING DEFECTS; therefore, the following cases are classified as ineligible for warranty coverage:
Misuse or improper handling of the product: This is evident and can be seen on the product when it has been struck with force or subjected to excessive force during use; when it is evident that the product was submerged in water or exposed to other liquids, causing damage; or when there are overloads due to faulty connections or electrical instability; These are considered cases not covered by the warranty.
Unauthorized third-party repair: This situation occurs when the product has been tampered with or repaired by a service provider other than JALTECH SOLUCIONES S.A.S.; in such cases, the product is not eligible for warranty coverage.
When the warranty on the JALTECH POS product has not yet expired, technical service will be provided free of charge; however, the customer must cover the cost of shipping and replacement parts, if necessary.
For JALTECH POS distributor customers, once the one-year warranty period has expired, the warranty will be extended for an additional 6 months. Technical service under the warranty will be free of charge; however, the customer must cover the cost of shipping and replacement parts, if necessary.
If the warranty period for the JALTECH POS product has expired, technical service will cost $20,000 plus shipping and any replacement parts that may be required.
In cases where the customer indicates that one of our products may have caused damage or malfunction to another device; that device must be sent to the company along with the JALTECH POS product so that our specialists can investigate, verify, and report on the causes that led to the alleged incident. Under no circumstances will JALTECH SOLUCIONES S.A.S. accept liability or disclaim responsibility for the incident without conducting the necessary investigation of the case.
Single Point of Contact
JALTECH POS
322 550 5555
soportepos@jaltechsas.com
Monday through Friday from 8:00 a.m. to 5:00 p.m.
Saturday 8:00 a.m. – 12:00 p.m.
Once the after-sales service representative has defined the post-warranty criteria, she will immediately inform the customer of the support conditions via email for approval and submission to the company.
The warranty process has 15 business days to respond regarding product coverage.
If the warranty can be restored to normal operation, the item will be returned to the customer; otherwise, a credit memo will be issued and applied to the invoice of the customer’s choice.
It is absolutely essential to submit the invoice from JALTECH SAS, which serves as proof of purchase for the product.
As soon as the sales representative or after-sales service representative creates the warranty service order for products to be processed under warranty, the company will send you a receipt via email. Please note that this document is the only valid proof for JALTECH SOLUCIONES S.A.S. that your product is currently under warranty.
All products in the JALTECH POS line come with a 12-month warranty, except for batteries, which come with a 3-month warranty.
Our customer service hours are Monday through Friday from 8:00 a.m. to 5:00 p.m. and Saturdays from 8:00 a.m. to 12:30 p.m.
The product warranty must be valid, and you must have the receipt and warranty documents.
If the JALTECH POS specialist determines that the product requires physical inspection at the company’s facility; the after-sales service representative will contact the customer to create a warranty service order, taking into account the observations detailed in the POS service tracking form, and will schedule the pickup of the product for processing at the company.
This pickup may be arranged through one of our company’s sales representatives at the store where the purchase was made or through the carrier, depending on the circumstances and the nature of the service.
• When the warranty on a JALTECH POS product has less than one year remaining, technical service for the product will be free of charge; however, the customer must cover the cost of shipping and replacement parts, if necessary.
• For JALTECH POS distributor customers, once the one-year warranty period has expired, the warranty will be extended for an additional 6 months. Technical service under the warranty will be free of charge; however, the customer must cover the cost of shipping and replacement parts, if necessary.
• If the warranty on the JALTECH POS product has expired, technical service will cost $20,000 plus shipping and any replacement parts that may be required.
Once the after-sales service representative has defined the post-warranty criteria, she will immediately inform the customer of the support terms via email for approval and submission to the company.
The warranty process has 15 business days to respond regarding product coverage.
If the warranty can be restored to normal operation, the product will be returned to the customer; otherwise, a credit memo will be issued and applied to the invoice of your choice. It is essential to present the JALTECH SAS invoice as proof of purchase.
As soon as the sales representative or after-sales service representative creates the warranty service order for products to be processed under warranty, the company will send you a receipt via email. Please note that this document is the only valid proof for JALTECH SOLUCIONES S.A.S. that your product is currently under warranty.
It is important that the product be shipped in its original packaging to protect it during transit to our company and that it include all accessories to ensure full warranty coverage.
The batteries for POS products come with a 3-month warranty, which covers only manufacturing defects.
Please follow these guidelines for the proper use of batteries:
• The product must be charged for 6 continuous hours before its first use.
• Whenever the battery runs out of charge, it should be charged for 4 continuous hours (do not overcharge it beyond the specified time).
• We recommend that you do not use the device while it is charging to ensure the product’s lifespan. • If your device’s adapter becomes damaged and needs to be replaced, it is important to consider the voltage and amperage to ensure the battery functions properly.
Our product warranty covers only MANUFACTURING DEFECTS; therefore, the following cases are classified as ineligible for warranty coverage:
• Misuse or improper handling of the product: this is evident and can be seen on the product when it has been struck with force or subjected to excessive force during use; when it is evident that the product was submerged in water or exposed to other liquids, causing damage; or when there are overloads due to faulty connections or electrical instability; these are considered cases not covered by the warranty.
• Unauthorized third-party repair: This situation occurs when the product has been tampered with or repaired by a technical service provider other than JALTECH SOLUCIONES S.A.S.; in such cases, the product is not eligible for warranty coverage.
In cases where the customer indicates that one of our products may have caused damage or malfunction to another device; that device must be sent to the company along with the JALTECH POS product so that our specialists can investigate, verify, and report on the causes that led to the alleged incident. Under no circumstances will JALTECH SOLUCIONES S.A.S. accept liability or disclaim responsibility for the incident without conducting the necessary investigation of the case.
