FAQ - 3 - Product complaints (RMA)

You can always see the status of your RMA cases though the RMA overview on our website. 

You can find the RMA overview by clicking the My toolbox menu at the top of the website and then click on RMA.
Here you will be able to see a list of all RMA casees that you ahve cteated with us. 

You can also click here to get to your RMA overview.

No, warranty is something that is provided by the manufacturer, where the right of complaint is on our part.

Information about the warranty on a product can typically be found on the manufacturer's website.

As a private customer, you have a right of complaint that states two years from the item is delivered. If you are a business / public customer, the claim is one year from the item is delivered.

​​​​​​​If your product is broken after your claim has expired but your product warranty is still in effect, you should contact the manufacturer directly.

DCS provides a one-year warranty on all business purchases where the manufacturer does not handle the warranty / claim right.

​​​​​​​In cases where the manufacturer handles the warranty / claim right, complaints must be handled directly with the manufacturer.

It's a lot like it sounds.
​​​​​​​If you have come to pour liquid into the product, you may have dropped it or otherwise handled the product as a result of the product causing damage, is it self-inflicted or fault handling.

If the product is not working properly, an RMA case can be made on the product concerned.

That is, if the product does not live up to what is described on the website, a warranty case can be made on the product, within DCS.

All our Refurb products must be functional unless otherwise described on the product itself.

The products are divided into different Gradings.
If the product is completely removed from the grading as described on the website, a return case can be made on the product, in order to exchange the product for a product similar to it, in the correct condition.

You can always see the status of your RMA case though the RMA overview on our website. 
You can find it by click the My toolbox menu at the top of the website and clicking RMA.
Here you will be able to see a list of all RMA cases that you have created with us. 

You can also click here to access out RMA overview. 

We strive to have a treatment time of less than 14 days, but unfortunately there may be some complications that can make the treatment time up to 30 days.

Some products cannot be created as a DOA case.

The following products can be created as DOA:

• ​​​​​​​HP: laptops, monitors and printers, DOA can be registered within 30 days after receiving the invoice.
  Contact HP directly on tel: +45 80 40 01 17 for a return authorization​​​​​​​
• Lenovo:
  • Essential: Within 14 days of receipt of invoice.
    Then contact Lenovo on tel .: 88 89 15 36 for issue of DOA number.
    
    
  • Think: within 7 days of receipt of invoice.
    Then contact Lenovo on 88 89 15 36 for the issue of DOA number.
    
    
  • Lenovo monitors are not covered by DOA policy.
    
    
•  Dell: Within 30 days of receipt of invoice.
  Then contact Dell at tel: 70 23 01 82 for the issue of DOA number
  
  
• Acer: There is no DOA service but as long as the product is less than 10 days from receipt, Acer offers “fast repair”. For fixed repair there is a deadline of 1 week to repair the product, otherwise credit may be requested.
  
  
• Epson: within 30 days of receipt of invoice. 
  Then contact Epson on tel .: 44 50 85 85 for issuing a DOA number.
  
  
• Canon: Only printer's include DOA policy. Within 7 days of receipt of invoice.
  Then contact DFA on tel: 38 88 78 68
  
  
• Other manufacturers do not offer DOA service. There is no DOA service on loose parts.

.You can set up an RMA case with us though our website by filling out our RMA form. You can find it by clicking the My toolbox menu at the top  of the website and then click RMA.
here you will be able to see a list of all RMA cases that you have created with us. 

If you want to create a new RMA case, click on the red Create RMA button where you will now be able to see a list of your orders that you have ordered from us.
​​​​​​​You can also find this list by clicking here.

From the orders that have been picked up/delivered you will be able to see a button on the right side called RMA which you need to press to create an RMA case on products from that order. 
When you have done this, you will be able to see a red button with the text Create RMA based on the product(s) on which you want to create an RMA case. 

You will be asked to fill in a number of information on the product. 
For a more detailed description of how to complete this, click here.

You need to do this for a number of reasons.

First, it can help with a shorter processing time as we have everything we need for the product at hand.

​​​​​​​Secondly, we find that it is not always in the part that the complaint actually deals with, but in some of the loose parts that the product uses.

When you create your complaint case, you have to tick off the fact that you agree to the chance that you may pay a test fee. Only in rare cases, if there are no errors or if the error is not covered by the right of complaint, you can risk a test fee of up to DKK 500.

If the defect on your defective item is covered by the warranty, then it is free for you to have the item exchanged, repaired or your money back.

If it is self-inflicted damage, then you will often get a offer on the repair. If you refuse, you must pay a test fee of up to DKK 500, which covers the technician's processing time.

​​​​​​​You will be asked to fill out an error description when creating a complaint case.
​​​​​​​Below we briefly describe what we mean by the different fields that you need to fill in:

​​​​​​​Error Description:

• Briefly describe where, when and how the error can be found on your items.
• If the error is intermittent, describe how often the error occurs.
• If possible, feel free to link to a photo or video of the error. 

Serial number / IMEI number

• If the item has a serial number, enter it here. If it's a phone you want to hand in, the number you need to enter here is an IMEI number

Password for the item.

• If you are submitting an item that required any type of password, enter both username and password here. It is important for us to be able to access the product and troubleshoot.

Is the item complete?

• We would like all parts of the item you submit included. But should any cables or other loose parts be missing, write it here.
• Answer "YES" only if you ship the item with all its parts.
• Please note that in some cases the loose parts will be required to troubleshoot, and if missing, this may result in us returning without rectifying the error.

Any comments?

• If you have anything you think we should know about the item you are submitting, please feel free to post it here.

​​​​​​​

Subject to compliance with the requirements for DOA processing.

If the DOA is submitted through the manufacturer / service partner, the item is usually credited within 30 days of the closing of the case by the manufacturer / service partner.

​​​​​​​If DOA is submitted through DCS - the item is usually credited within the normal RMA processing time (2-14 days).

When you create a complaint case, you receive an email confirming that we have registered this in our systems. If you do not receive such an email, try to re-create the case.

After that, we can only do more when we have received your item, which is the subject of the complaint. When we do this you will again receive an email notifying you that the item is now in our hands.

You will receive notification again when we have looked into your item and know what to do. You will also receive a notification when the case is closed.

​​​​​​​If you have only received e-mails on case and receipt confirmation, and if more than 3 working days have passed, you are welcome to contact us. You can find contact information here.

It does not matter if you have the original packaging when you ship an item to us for example, in connection with an RMA case. 

As long as you make sure to pack the item properly and send it in a proper way, you do not need the original packaging. 

However, please note that this does not apply to return cases unless otherwise agreed. 

Yes, you are very welcome to hand in your products yourself.

You can find the addresses and opening hours for our store here.

Yes, you can easily wait to send a product for which you have created a complaint case. 

However, please note that we cannot begin processing your case until we have your item with us. 

If the package has visible damage, click here.

If you products is defective, you will have to create a complaint case on our website.

You can set up an RMA case with us though our website by filling out our RMA form. You can find it by clicking the My toolbox menu at the top  of the website and then click RMA.
here you will be able to see a list of all RMA cases that you have created with us. 

If you want to create a new RMA case, click on the red Create RMA button where you will now be able to see a list of your orders that you have ordered from us.
​​​​​​​You can also find this list by clicking here.

From the orders that have been picked up/delivered you will be able to see a button on the right side called RMA which you need to press to create an RMA case on products from that order. 
When you have done this, you will be able to see a red button with the text Create RMA based on the product(s) on which you want to create an RMA case. 

You will be asked to fill in a number of information on the product. 
For a more detailed description of how to complete this, click here

• As a business customer, you have a right of complaint of one year from the item is delivered.