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Technical Support
I. Standard Support:
Cash Registers Online (CRO) offers free standard technical support on
most equipment we sell for the first ninety (90) days after purchase.
Once the 90 days of support has expired, technical support can be
purchased for $25 per incident (up to 30 minutes), which must be prepaid
before any technical support will be given. To expedite service, have
your order number ready prior to calling for support. CRO is available
for technical support via telephone at 605-275-2560 Monday through
Friday 8:00AM to 4:30PM Central time.
II. Software Support: Due to the nature of computers and their
components, software is excluded from our standard free technical
support. CRO charges a minimum of $50 per support incident on all
software related support (up to 30 minutes) for ninety (90) days after
purchase. Software support after 90 days will be evaluated by a
technician and a price quotation provided before service.
III. Extended Support: CRO offers extended support on some
registers. If extended support was purchased please refer to the
extended service form for more details.
Technical Support Defined: CRO strives to offer the best
combination of price and service; however, it is ultimately the end
users responsibility for all programming, setup, and training. If you
are not comfortable programming your machine, CRO highly recommends the
purchase of programming before the machine is shipped. CRO supports all
customers on a first come first served basis. Due to this, CRO
technicians cannot schedule times for support, and may limit the amount
of time spent on each support call. CRO also may not be able to get to
your support questions on the same business day, although a technician
will attempt to answer questions in a timely manner. Technical support
covers questions that may arise while setting up your new machine; it
does not cover training or programming the entire machine over the
phone. Some support/troubleshooting questions may require assistance
from the manufacturer, or further testing by our technicians. Technical
support is a value-added service provided to our customers and a lack of
support is not a valid reason for return on any equipment. CRO reserves
the right to refuse service if we feel the technical support policy is
misused or abused. Accessories / peripherals (barcode scanners,
software, printers, scales, surveillance, etc) not purchased from CRO
will not be supported, please contact original reseller.
Warranty
I. Standard Warranty:
All new
merchandise CRO sells comes with the full manufacturer warranty. During
the warranty period all work must be performed by Cash Registers Online,
which may require sending the item in for repair. We do not send return
labels, or call tags for warranty repair. We will however ship the item
sent in for warranty back to you via Ground Shipping at no charge, if
faster shipping is desired the customer is responsible for the extra
shipping fees. Cash Registers Online does not offer loaner equipment
while warranty is being performed. If the item sent for repair is
found to be a non-warranty issue a repair quotation will be given before
any work is performed. If the repair quotation is accepted payment is
required prior to service. If the service is declined, customer will be
responsible for return shipping. Customer is responsible for return
shipping charges on all non-warranty issues. Depending on parts
availability, service time can range from one (1) to five (5) business
days.
II. Extended Warranty: CRO offers a warranty extension on Sam4s
registers. If an extended warranty was purchased please refer to the
extended service form for more details.
Returns, Exchanges, and Refunds
A. Return
Types Defined
I. Standard Return:
Items can be returned for a refund or exchange within 14 days
of receipt unless otherwise noted. Applies to: Sam4s cash
registers, Sharp ER-A series cash registers, Metrologic (Honeywell)
scanners, Samsung printers, and SNBC Printers.
II. Non-Standard Return: Items that are not returnable for
refund, but can be exchanged within 14 days of receipt.
Applies to: Casio cash registers, Royal cash registers, Sharp XE-A
series cash registers, Swintec cash registers, paper supplies, ink
ribbons and rollers.
III. Non-Returnable: Items which are not returnable for refund
or exchange. Applies to: shipping charges, refurbished and open
box items, Wetcover/keyboard covers, manuals, programming/support,
software, lavalink items, Telequip coin changers, Datacap equipment,
scales, cash drawers, pole displays, cables, parts, HME Pager Systems,
special order items, and bulk order items (orders over 5 of any single
item).
B. All item(s) returned to Cash Registers Online require
an RMA number.
Any item shipped to CRO without an RMA number will be refused. A form
containing an RMA number will be emailed upon receipt of the RMA request
- please tape it to the outside of the box. Do
not write on the outside of the box. A
Return Authorization number must be issued prior to making a return.
Some of our products are shipped direct from our suppliers. DO NOT USE
the address on the shipping label for return as this may not be our
return address. All returns must be sent to Sioux Falls, SD, following
the shipping instructions provided on the RMA form.
RMA numbers are valid for 14 days.
C.
When returning any item(s), pack with all original packing material
including plastic bags,
or larger items such as cash registers will get damaged. The customer is
responsible for damage caused by improper packaging. Please insure your
package for at least the amount the item being returned and use a
shipping company (such as FedEx, or UPS) that provides tracking numbers
as these may be required to process a refund. Cash Registers Online
does not accept returns or exchanges on merchandise without original
packaging.
D. Item(s)
returned for exchange will be charged a 15% restocking fee
less shipping charges. Item(s) must be in original condition with all
original packaging and accessories.
E.
Item(s)
returned for refund will be charged a 30% restocking fee
less shipping charges. Any open item that is not in its original
condition, damaged, missing parts, and manuals or incurred damages from
shipping due to improper packaging will be subject to a higher
restocking fee, or delivery refusal. The amount of the refund will be
calculated upon inspection of the returned merchandise.
F.
Dead on Arrival (DOA): Any
item deemed defective or dead on arrival by one of our technicians will
be only be exchanged for a new replacement If it is reported within
two (2) business days of receiving the item. We do not manufacture
the items we sell, nor do we take every item out of the box to
inspect/test it. In the unlikely event a defective item is received an
RMA number will need to be issued. CRO does not send call tags or
shipping labels, and the defective item must be sent back prior to
shipment of the replacement unless the customer chooses to do an advance
exchange, section (G) below. When a replacement item is sent for
exchange Cash Registers Online will ship the item back via ground
service regardless of the original shipping speed, we do offer faster
shipping methods at a discounted rate
G.
Advance Register Exchange - $50.00.
If an item is deemed defective or dead on arrival by one of our
technicians an advance exchange may be offered for a new replacement.
Advance exchanges differ from the standard DOA return policy in that
CRO will ship a replacement item to you prior to receiving the defective
item. Also, with an advance exchange, a call tag will be sent for
the defective item. The item will need to be packaged in its original
box with original contents and we will provide a scheduled pick up time.
A valid credit card number will be needed for an advance exchange.
Advance exchanges will only be offered to customers within 14 days of
receipt of the item.
Order Cancellations
Once your order is placed, we are required to charge up to a 15%
restocking fee for the cancelled order in order to cover our credit card
service fees. Our system charges your credit card and we are charged
fees from our credit card company. We are also charged a fee for the
refund to the credit card. If you are not sure you need or want the
order, please do not finalize it. Once an order has been shipped it can
not be cancelled, and the terms set forth in section (A) above apply.
If you have any questions please call us at 877-877-3192.
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