Frequently Asked Customer Service Questions
- Who sells Dedicated Micros Solutions?
Our products are sold by various Distributors and Dealers throughout North America.
- How can I buy directly from Dedicated Micros?
Please contact your Manufacturer Representative to begin the process to purchase from Dedicated Micros.
- I’m already a Dedicated Micros customer, how do I place an order?
All orders can be e-mailed to orders@dedicatedmicros.com
- Are end-users able to buy direct from Dedicated Micros?
End users must purchase through distribution or a dealer. End users wishing to purchase Dedicated Micros Solutions can only purchase accessories, by credit card or COD.
- How can I obtain literature on your products?
Please place your requests via e-mail to custsupport@dedicatedmicros.comor download via the website
- Can I purchase products from the Representative in my area?
Please contact the Manufacturer Representative in your area to assist you with your purchase by directing you to a local distributor or dealer in your area.
- Where can I obtain training on your products?
Please contact your local Representative or visit the Training section of our website under "Support.
- What steps do I take to get a defective unit repaired?
First, please contact Dedicated Micros Technical Support to make every attempt to remedy the unit in the field. If Tech Support determines the unit must be sent in for repair, they will provide a "Tech Support Ticket Number." You will need this ticket number to obtain an RA (Return Authorization) number. If you did not buy your product directly from Dedicated Micros, you should bring your product (if still under warranty) with your Tech Support Ticket Number to the dealer or distributor from which you purchased the unit. The dealer or distributor will obtain an RA on your behalf, if you have provided them with a valid Ticket Number. If your unit is in warranty, Repair Authorization number can be issued by contacting Customer Service (1-877-DM SUPRT), or filling out the RA request form provided on our website. If it is out of warranty and you are located West of the Mississippi River, then please contact the Authorized Repair Center that represents your region. If you are an end-user in need of repairing the equipment, then you should contact the distributor/dealer/installer from whom you purchased your product.
- How long will it take to repair my product?
Upon receipt of your product in the Orlando, Florida repair facility, please allow 3-8 business days for repair. Some repairs may be delayed due to parts availability. Repairs from the Florida office are shipped back to the customer via UPS Ground. Turnaround time for out of warranty repair products being shipped to an Authorized Repair Center are determined by the individual repairs facility.
- What is the warranty on my unit?
Product warranties range from 1-3 years. See specific product warranty information.
- I’ve decided not to keep my new product. How can I obtain credit?
You will need the serial number of the unit you wish to return. Providing this information will help us determine the credit eligibility of that product. Then contact (1-877-DM SUPRT, press #7) for an RA for credit. Non-direct customers must request credit from the distributor/dealer from whom the product was purchased.
- What is Dedicated Micros’ policy on returning unopened product from our stock?
Distributors that buy directly from Dedicated Micros are required to keep products in stock for at least 60 days but no longer than 6 months from date of purchase before returning them for stock rotation. After the 60-day timeframe, an offsetting order of equal or greater value is required to replace the old stock being returned for credit. Once the offsetting order is received, Customer Service will issue a RMA number. All products returned for rotation must be in their original cartons or packaging and all products must have been paid for in full. Products returned must be identified on the shipping container with the RMA Number obtained from Dedicated Micros for that specific shipment. Dedicated Micros will deduct a 5% re-stock fee on all returned products.
- What is Dedicated Micro’s return policy?
Distributors are required to follow the stock rotation policy for returning unopened items for credit. Dealers and installers have 30 days from date of purchase to return items for credit. Products returned after 30 days will be replaced with ‘like new’ product.
- To whom do I speak to when wanting to make changes to my Return Authorization?
You may call 1-877-DM SUPRT, press 5 to speak with our Customer Service Department to make any necessary changes to your Return Authorization(s).
- How can I obtain tracking/status on my purchase order(s)?
Call 1-877-DM SUPRT, press 5 to speak with our Customer Service Department. You will need to provide them with your company name and PO number.
- How can I check product availability?
Call 1-877-DM SUPRT, press 5 to speak with our Customer Service Department. They can provide the current inventory status and/or estimated receive date (if backordered) for our products.
- How do I cancel an order I just placed?
All customers requesting to cancel an order must submit their request via e-mail us at custsupport@dedicatedmicros.com
- How do I obtain a description of a certain part?
Information on our products can be found here. Choose the specific product for which you would like more information.
- How do I obtain appropriate part numbers for your products?
Call 1-877-DM SUPRT, press 5 to speak with our Customer Service Department. We will be happy to e-mail our MSRP list referencing all the part numbers associated with our products.
- How can I obtain pricing on Dedicated Micros solutions?
If you purchase directly from Dedicated Micros, then your pricing is e-mailed to you, or your purchasing department, as new products or pricing become available. Additional copies can be sent to authorized customer staff upon request.
- How do I obtain a copy of my invoice?
Invoices are mailed to the accounting or purchasing department for your company. Invoice copy requests are e-mailed/ or faxed to these departments.