IT | Service | Support
Service & Support
Reliability and robustness are our top priority.
We underline this with a 2-year product warranty, which can be extended to 5 years. Besides the standard bring-in service - the defective device is sent to us for repair - we also offer an optional on-site service. Here, a technician comes on site in case of a case and fixes the problem.
By purchasing a hematec product, you don’t only get a first-class product, but also a first-class service. Our competent service team of system engineers and software developers will assist you with installation, commissioning and use, with words and deeds and always with a helping hand. We also support you in the hardware and software integration and connecting our products.
Since 2012, hematec has been working according to the quality management systems requirements of the ISO 9001 standard. Today, electrotechnical components play an important role in the industry. Since quantities are growing heavily, it gets more and more complex and therefore more vulnerable to direct environmental disturbances.
It’s hematec’s goal to give the customer more security in dealing with these problems and to work together on a solution. This requires a closer bond with the customer through technical support and, on the other hand, provides insights into the use of the devices. In this way, it’s even easier to adjust own products to customer-specific conditions and even improve them.
We are constantly optimizing our work processes and, accordingly, our products and services. Our employees work with great care and accuracy on their tasks. Nevertheless, mistakes can happen in certain processes - though fortunately less and less frequently. Despite the use of industrial components and extensive quality tests, we can never completely rule out malfunctions or defects of your device.
If you have detected a defect of the product, a wrong delivery or missing items, we will ask you for some information to get more details on the issue.
To do this, fill in the following online form on this page.
Report a support case
After receiving your request, we will check this and you will immediately receive an RMA number (Return Material Authorization). You can use this number to return the goods or for a subsequent or replacement delivery, in case of a defective or wrongly delivered device.
After we have received your return, we will check this in detail. Then, the product will be repaired as quickly as possible or be exchanged by a replacement product.
The handling takes place in a few working days. After completing the RMA order, the goods will be returned to you. For devices that are out of warranty, we propose a cost estimate for the repair, or, on request, we quote you a new device.
The General Terms of Service of hematec GmbH apply.