Warranty Policies

SAT AMERICA INC

General Terms

SAT AMERICA INC guarantees that its products will be free from defects in materials and workmanship under proper use. The brand's responsibility, as defined in this document, is limited to supplying the parts necessary to correct manufacturing defects covered by this warranty, restoring the product to its normal operating condition or, if SAT AMERICA INC so determines, replacing the equipment.

Repairing or replacement of a product during the warranty period does not extend the term of the original warranty.

Products are marketed in accordance with the technical specifications in effect at the time of manufacture. For this reason, SAT AMERICA INC assumes no obligation to modify or update products already sold.

SAT AMERICA INC is committed to providing support to the local team for addressing inquiries and resolving issues at any level, within the response times established by its sales and technical support teams.

 

Parts Support

SAT AMERICA INC provides end-customer support through the technical team of the distributor or importer authorized and certified by the brand. This service is offered in each region from the wholesale distributor's facilities, or as permitted by its internal policies.

The certification granted by SAT AMERICA INC authorizes the wholesale distributor's technical team to perform first-level diagnostics: gathering the information needed for failures or basic customer requests and, if necessary, escalating the case to the brand's technical team for specialized support. This team is additionally authorized to handle and replace parts.

The wholesale distributor is responsible for promptly reporting cases to the brand's technical support department through the platform designated for this purpose.

Note: the document with instructions for using the platform is attached: https://b24-jg3qrl.bitrix24.site/crm_form_evyy3/

In the event of any issue or failure in a product, it is recommended to use the platform mentioned above. For inquiries regarding technical support, installation, drivers, or equipment compatibility, the following direct support line is available:

WhatsApp: +57 312 7466661

 

General Clarifications

• Warranty parts are delivered at the original point of purchase or wherever availability allows.
• Every claim must indicate the date the defect was first identified, its nature, cause, and other relevant details, as well as the product serial number.
• Once SAT AMERICA INC receives notification of the case, it will begin the verification process within the following five (3) business days. If the technical support representative approves the validity of the claim, the warranty will proceed to be resolved.

 

Types of Warranty

Service Case (RMA) Generation Process

To initiate a warranty or repair case, the following procedure must be followed:

1. Generate a service case number (RMA) through the following link:
   https://b24-jg3qrl.bitrix24.site/crm_form_evyy3/

To create the case, it is necessary to:

• Perform a concrete and specific diagnosis of the failure.
• Attach the information detailed below:

 

Information Required to Create the Case
Photo of the product label	Operating system
Copy of the purchase invoice	Connection type
Video of the failure	Photo of the initial print page
Description of the failure	Distributor's internal case number

 

In cases where the wholesale distributor identifies the damage to a product under warranty (part, power supply, cable, among others) and can resolve it at its own facilities, it is recommended to request the defective part from the support area and the sales representative; it will be invoiced and sent with the next order. The wholesale distributor must keep the defective part in order to match it against the one already invoiced. SAT AMERICA INC will have the discretion to destroy it or request its return.

Note: the service number (RMA) will remain open until the corresponding response is received from the brand's support team.

1. Once the service number (RMA) has been created, the distributor's representative technician — responsible and trained to resolve the inquiry at first instance — will begin the review. If this person is unable to provide a primary solution, it is possible to contact WhatsApp +57 312 7466661, the same channel used to report the initial warranty claim.
2. The estimated response time for a factory warranty is three (3) business days.
3. The warranty process begins upon receipt of the report in the form completed under the previously registered service number (RMA).
4. SAT AMERICA INC will not be able to address support or warranty requests that do not have a corresponding registration on the platform.
5. When a warranty case arises and the distributor does not have the part needed to provide timely support to the end user, SAT AMERICA INC will provide the available replacement part or unit for shipment, according to availability in its warehouses (Miami, Pacific Free Trade Zone, Bogotá, or China).
6. If the replacement of the equipment associated with a service case (RMA) is approved, the new unit will be sent in the next shipment scheduled for the customer.

DOA (Dead on Arrival) Process

DOA is the process applicable to equipment that arrives defective from the moment of receipt. Its approval is subject to the following conditions:

• Claims related to factory defects in products under warranty must be reported immediately, providing the information necessary to generate the service number (RMA).
  1. The DOA warranty or product exchange will be valid within the seven (7) calendar days following the date of issue of the sales invoice from the channel to the end user.
  2. The DOA request must be processed with a service number (RMA) within the specified period.
  3. If, upon receiving the merchandise, scratches, dents, or poor condition of the product(s) are evident, the RMA must be processed by attaching the invoice and photographic evidence. If the outer box arrives wet or broken, it must be reported directly to the shipping carrier.

 

Repair Process

Repairs of SAT AMERICA INC products are billed at USD $10 per hour, in accordance with the following authorized times:

Product Type	Authorized Labor Time
Run Rate	Immediate replacement in the next Order
Core	3 hours
Value	5 hours

 

Merchandise made of glass or fragile materials, or requiring delicate handling, must be packed with sufficient padding or, failing that, strapped using the appropriate technique for transport and handling. It must also carry identification labels or notices to prevent it from being damaged or lost during transport.

 

Events Covered by the Warranty

• Products whose warranty period is still valid.
• Products diagnosed by support and approved as a factory warranty case.
• Accessories added to other products, provided their installation does not affect the equipment's electrical components.

 

Events Not Covered by the Warranty

• Products whose warranty period has expired.
• Problems resulting from improper operation or use, other than as recommended in the user manual, or from inadequate environmental conditions.
• Problems caused by improper transport of the product.
• Problems caused by the entry of foreign elements into the product, such as water, sand, insects, rodents, or similar.
• Problems resulting from natural events, such as earthquakes, floods, electrical storms, humidity, fires, voltage fluctuations, vandalism, theft, or similar situations.
• Products whose serial number has been altered or removed.
• Remote controls, removable memory, consumables, accessories, and plastic, metal, rubber, fabric, or cosmetic parts are subject to wear from normal use.