FAQ - 3 - Product complaints (RMA)

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

Self-inflicted damage or mishandling can be several things, but it is basically a question of whether you (or your customer) have caused the product damage by mishandling.

Examples of this can be if you have come to pour liquid into the product, you may have lost it or otherwise handled the product which is to blame for the product having sustained damage, is it self-inflicted or incorrect handling.

The right to guarantee and complain about used goods is stated on the individual product.

If the accident is out, the RMA process takes place exactly as with a new item.

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 handle all complaints within a reasonable time. Reasonable time is basically a few weeks, but there are cases where the treatment time may be longer. These cases include, but are not limited to:

• In case of a periodic error; that is, an error that only appears occasionally.
• In the case of a technically complex product that is difficult to inspect and repair.
• If spare parts or similar homes are to be procured.

Complaint cases are sent to or handed in at (the goods delivery) the following address:

COMPUMAIL.DK ApS
Høgemosevænget 1
8380 Trige
Denmark

Apply to the package the RMA number you receive when creating your complaint case. NOTE. do not write directly on the original packaging. If you submit the complaint case in our product delivery, a copy of the original invoice is attached, clearly marked with your RMA number.

If the complaint is justified by consumer purchases, we will refund your reasonable and necessary shipping costs. Contact us after creating the complaint case and provide your RMA number to receive a return label for submission of the item. This is most easily done by replying to the email in which you received your RMA number.

DOA is an abbreviation for dead on arrival, and not all products can create a DOA case.

DOA can be created on the following products:

HP:

laptop, monitors and printers, DOA can be created within 30 days of receiving invoice.
Here, contact HP directly on tel .: 80 40 01 17 to be issued a return authorization

Asus:

Laptop and monitors can be created DOA within 7 days of receiving invoice
Contact Compumail to create a DOA case.

Lenovo:
Essential: Within 14 days of receipt of invoice.
Contact Lenovo on tel .: 88 89 15 36 to issue a DOA number.

Think: within 7 days of receiving invoice.
Contact Lenovo on 88 89 15 36 to issue a DOA number.

Lenovo monitors are not covered by DOA policy.

Dell:

Within 30 days of receiving invoice.
Contact Dell on tel .: 70 23 01 82 for issuance 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 fast repairs, there is a deadline of 1 week to repair the product, otherwise credit can be requested.

Epson:

Within 30 days of receipt of invoice.
Contact Epson on tel .: 44 50 85 85 to issue a DOA number.

Canon:

Only printer is include DOA policy. Within 7 days of receipt of invoice.
Contact DFA on tel .: 38 88 78 68

Other manufacturers do not offer DOA service. There is no DOA service on spare parts.

You can create an RMA case with us via our website by filling out our RMA form.
You can find it by clicking on the My toolbox menu at the top of the website and clicking on RMA.
Here you will be able to see a list of all RMA cases you have created with us.

If you want to create a new RMA case, click on the red button Create RMA Case 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.

Based on the orders that have been picked up / delivered, you will be able to see a button on the right side called RMA which you must press to create an RMA case on products from that order.

Once you have done this, you will see a red button with the text Create RMA Case based on the products on which you want to create an RMA case. Here you will be asked to fill in a number of information on the product.

If the item has not been purchased in an account, it is possible to create an RMA case by finding create reclamation at the bottom of the website. Please note that you must be logged out.

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.

If the submitted item under the right of complaint tested flawlessly at COMPUMAIL.DK ApS or our partners, you will be charged a test fee of DKK 300 including VAT. should our technical department participate in the troubleshooting, it is on an hourly basis of DKK 500, - including VAT per. hour.

You may also be charged the test fee if troubleshooting is to be performed on complete PC systems that have not been purchased, assembled or installed by COMPUMAIL.DK ApS. If you do not want COMPUMAIL.DK ApS to perform the troubleshooting of the complete system, the defective item must be removed and sent separately.

Assessments of defect-free goods under complaint are made by COMPUMAIL.DK ApS or our partners.

​​​​​​​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.

​​​​​​​

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. 

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 Compumail - the item is usually credited within the normal RMA processing time (2-14 days).

When you create an RMA case, you will receive an email confirming that we have registered the case in our systems. If you do not receive such an email, try creating the case again.

Then we can only do more once we have received your item, which the RMA case deals with. When we do this, you will again receive an email notifying you that the item is now in our hands.

At COMPUMAIL.DK ApS, we try as much as possible to keep you updated during the entire complaint process. It all happens automatically and via email.
If you have made your purchase with a created user and subsequently created a complaint case, you also have the opportunity to check the status of your complaint case along the way.

Please note that our support cannot inform you more than what appears on our mail flows and / or on the website. Should you still have questions or the like, you are welcome to contact us at 70 25 22 50, [email protected] or via our chat function.

If you have only received emails about the creation of a case and confirmation of receipt, and if more than 3 working days have passed, you can contact us.

​​​​​​No, it is not possible to personally hand in products at Compumail.dk. It have to be shipped to the address.

Yes, you can wait to send the item in, but we encourage you to send it in as soon as possible after creating the RMA case.

However, we will automatically close the case if we have not received your product within 3 weeks of creation.

Please note that we cannot begin processing your case until we have your item with us.

If the package has visible damage, click here.​​​​​​​

You can create an RMA case with us via our website by filling out our RMA form.
You can find it by clicking on the My toolbox menu at the top of the website and clicking on RMA.

Here you will be able to see a list of all RMA cases you have created with us.

If you want to create a new RMA case, click on the red button Create RMA Case 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.

Based on the orders that have been picked up / delivered, you will be able to see a button on the right side called RMA which you must press to create an RMA case on products from that order.

Once you have done this, you will see a red button with the text Create RMA Case based on the product (s) on which you want to create an RMA case. Here you will be asked to fill in a number of information on the product.

If the item has not been purchased in an account, it is possible to create an RMA case by finding create reclamation case at the bottom of the website. Please note that you must be logged out.