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Warranty

Bill Gates Computers Return Centre

For more information on warranties and returning any items, contact your account manager or our returns centre on 012 345 1059.

ASUS

DEAD ON ARRIVAL (DOA)

Procedure for Returns of System Failure on first time use for Asus Notebooks and Tablets.

The DOA policy is only valid within the first 14 days from end user invoice. DOA stock must be returned to Tarsus with all accessories and packaging. Step by step procedure:

  • Please digitally complete the ASUS RMA request form and email it with a copy of end user POP/POD to DOA_issue@asus.com. If form is completed manually ensure all information is clear and legible. Unclear/bad copies will be rejected.
  • ASUS DOA ISSUE will respond with DOA authorization number within 3-5 hours during working hours.
  • The customer must return the unit back to Tarsus together with a copy of confirmation email from Asus with authorisation number on it and end-user POP/POD. No stock will be accepted without these documents.
  • Please make sure the unit is sent to any Tarsus branch with the NLA number (Asus DOA) written clear on the outside of the carton and the end user POP inside the carton.
  • NB for sales managers: To avoid delays in DOA RMA approval, please make sure NLA number is reflecting on RMA comments.

For notebooks and tablets Warranties in RSA, please contact Ensure IT services 0861 826 000 or 0861 733 464

DOA and Warranty process for ASUS Monitors, Networking and Vivo/Mini PCs

DOA/Faulty stock must be returned to Tarsus Distribution with all accessories and packaging. That includes but not limited to Windows recovery disk, power cable & adapter, HDMI/DVI/Networking/USB cables, keyboard& mouse. Failure to provide the accessories will result in delay of unit’s assessment & repair/replacement.

Warranty process:

  • Please provide correct MODEL name, S/N and Error description with a copy of end user invoice to support@billgates.co.za
  • The team will verify whether the unit is still under warranty and confirm via email.
  • If confirmation is received, the customer should bring faulty Asus monitor/vivo PC/Networking product to Tarsus Service Centre and open a job card.
  • POP needs to be provided
  • CID will be identified and if there is any damage the unit will be rejected
  • Once evaluation is done and fault is recorded, the team will inform if a swop out can be processed.
  • If replacement is confirmed, return centre will issue a new unit, process a serial swap and contact the customer to collect.
  • If replacement/credit is declined please contact the customer to collect the unit

ACER

Acer own their warranty and as such all repairs & DOA’s will be referred to an Authorised Service Provider.

National Call Centre: 087-151-3400 (8-5pm Monday to Friday)

Vendor Contact Numbers

Head office
(011) 233 6100

Support
086165 3653

Repair Centre
(011) 233 6100

Spares
(011) 233 6100

Tarsus Support Number
(011) 531 1022

Customers can check warranty status on products here.

In addition some extra URLs of importance:
http://www.acer.co.za/ac/en/ZA/content/support
http://dealercare.acer-euro.com/

Other important information: Driver Downloads: http://support.acer-euro.com
Email requests for spare parts to: aaf_sparepart@acer-euro.com
Logging a call:aaf_logcall@acer-euro.com or contact the call centre

In addition Acer offer extended warranty options on their notebooks and desktop offerings – namely Acer Advantage. This is a physical product we deliver to customers and they are required to register the extended warranty on Acer’s web site

APC

APC own their warranty and as such all repairs & DOA’s are done by APC at their Kyalami Offices:

Location: 610 Kyalami Boulevard, Kyalami Business Park, Midrand, Johannesburg 1685.

National Call Centre: 0861-272877 (8-5pm Monday to Friday)
Outside of South Africa you need to dial +27 21 819 7056 (8-5pm Monday to Friday)

National Call Centre: 0861-653-653 (8-5pm Monday to Friday)

Vendor Contact Numbers

Head office
(011) 557 6600

Support
086 127 2877

In addition some extra URLs of importance:

APC Support Website

DELL

Dell own their warranty and as such all repairs & DOA’s are done by Dell South Africa

Warranty Claims & Repairs:
Customers are to please contact Dell support centre:  +2711 709-7710 (8-5pm Monday to Friday)

Dell DOA Claims:
Customers are to please contact Dell support centre: +2711 709-7710 (8-5pm Monday to Friday)

Vendor Contact Numbers

Head Office
0861 278 792

Support
0861 278 772

Repair Centre
0861 278 772

Spares
0861 278 772

  • Dell DOA period is only limited to 7 working days from the date of purchase
  • Dell will issue customers with a DOA reference number
  • Customers must return physical unit into Tarsus Technologies JHB with the Dell reference number recieved from Dell along with the original Tarsus Technologies tax invoice.
  • Tarsus will confirm the DOA refernce number with Dell, the unit will be replaced by Tarsus Technologies providing stock is available. Should there be no stock available Tarsus will process a credit once recieved by Dell South Africa.

In addition some extra URLs of importance:

Dell Support Website

EATON

Warranty process
Eaton own their own warranty and as such have a carry in warranty directly to Eaton.

Vendor Contact Details

Head Office
Cnr. Esander & Osborn Road, Wadeville
Private Bag X019,
Gauteng, South Africa
Tel: +27 (0) 11 824-7400

In addition some extra URLs of importance:
http://www.eaton.co.za/EatonSA/index.htm

5E Warranty proceedure

Any 5E units returned to Tarsus must be within its warranty period of 24 month from the Tarsus date of invoice. The unit will be tested first before any credit is passed. If the UPS is found faulty a replacement unit will be given accordingly. Customer may also take the unit directly to Eaton in Dbn, CT or JHB for assistance.

CALL OUT PROCEDURE for onite warranties

STEP 1: For Technical assistance during working hours: Monday to Thursday (07h30 to 16h30) – Friday (07h30 to 13h00)

Call (011) 824 7400 and ask for the Service Dept. Helpdesk and log a call

    Please be sure you give the following details:

  • The name of your Company
  • The name of your Company
  • The contact number preferably a cell number
  • A short description of the problem
  • An ORDER number, if available.

STEP 2. For Technical assistance AFTER Hours/WEEKENDS & PUBLIC HOLIDAYS:

  • Call toll free number 0800 025 200 or
  • Call (011) 780 8629 for EMERGENCIES and log a call
  • Please provide the same details as above.

In the event of your call NOT being answered within 10 minutes, please log another call and refer the message to our SERVICE MANAGER, Mr. Llewellyn Labuschagne.

OKI

Download Oki Drivers & Software

SAMSUNG

WARRANTY AND DOA PROCEDURE
DOA PROCEDURE
The DOA policy is only valid within the first 7 days from end user invoice.
Customer to call Samsung Call Centre 0860 726 222 for telephonic diagnosis.
Process RMA and send customer a replacement
AUTHORISED SERVICE CENTERS
Smart Centre Constantia – JHB
Cnr 14th Avenue & Hendrik Potgieter, Roodepoort
Tel No: (011) 675 7715
Smart Centre Durban – Natal
1st Floor, 10-17 Redlyn Business Park,5 Riverhorse Place
Te No: (031) 569 2806
Smart Centre – Cape Town
11 Park Lane, Grand Central, Century City
Tel No: (021) 5566816
Tel No: (021) 5566840

SEAGATE

Details on Seagate product warranties are currently pending.

TARGUS

Targus own their warranty and as such all repairs and replacements are done by Targus:

Customers are to please contact Targus Call Centre: +2712 661 2260  (8-5pm Monday to Friday)

Vendor Contact Numbers

Head Office
(012) 661 2260

In addition some extra URLs of importance:

Targus contact details
Targus Support Website

NETGEAR

Netgear Support:
Customers are to please contact your Bill Gates Computers support team

Netgear DOA Claims:
Customers are to please contact your Bill Gates Computers support team

LENOVO

LENOVO DOA Process:

1.  If a Lenovo unit is faulty within 30 days from Purchase Date, a DOA is warranted to be claimed

2.  PartServe Channel Support can then be contacted for DOA Verification

GAUTENG – HEAD OFFICE
PartServe Channel Support (Pty) Ltd
16 Milkyway Ave
Linbro Business Park
Sandton
Tel: +27 (0)861 727 727
Tel: (International):+27 11 201 7777
Fax: +27 (0)11 201-7999
Email:sales@partserve.co.za

3. Once the DOA has been verified, by PartServe, PartServe will keep the unit and a CRU Slip will be provided.

Microsoft

Vendor Contact Numbers

Head Office
086 022 5567

Support
O86 022 5567

HP

New HP DOA Process PSG Commercial & Consumer and IPG Commercial (South Africa only)

Dear valued customer,

Please find herewith a very basic step-by-step guide to assist your claiming process for HP PSG Commercial & Consumer and IPG Commercial DOA (defective on arrival) units within South African borders.

STEP 1

End-user/reseller/retailer calls the HP call centre (0860001030 or 0860104771) to log the fault details (must be done within 30 days of purchase date).

STEP 2

If the fault cannot be rectified telephonically, the HP call centre will provide the end-user/reseller/retailer with an authorised Call ID number.

STEP 3

The HP call centre will fax/mail the AUTHORISATION FOR RETURN form to the end-user/reseller/retailer.

NOTE: The end-user should return the unit & form to the reseller/retailer they purchased the unit from to claim their credit

STEP 4

Within 14 days of the AUTHORISATION FOR RETURN form date, the reseller/retailer can request for a collection of the physical unit, at doa@tarsus.co.za. it must include packaging, box contents and accessories PLUS the proof of purchase PLUS the Authorisation for Return form to the nearest Tarsus branch.

STEP 5

Tarsus will verify that:
The return and claim is within 30 days of reseller/retailer invoice date as required by HP.
The unit serial number appears on the reseller/retailer invoice.
All packaging, box contents and accessories are supplied.
The validity of the documentation.

STEP 6

If all requirements are met, Tarsus will provide the reseller/retailer with a GRV (Goods Received Voucher) and the subsequent credit will be processed by close of business on the same day.
Please find herewith a very basic step-by-step guide to assist your claiming process for HP IPG Consumer DOA (defective on arrival) units within South African borders.

STEP 1

End-user/reseller/retailer emails doa@tarsus.co.za, within 30 days of purchase date.

STEP 2

A reference RMA number is then provided for delivery to take place.

STEP 3

Customer returns unit to closest Tarsus branch, it must include packaging, box contents and accessories PLUS the proof of purchase.

NOTE
This communication only applies to products which have a “Bring to Bench” or “Carry-in” warranty.

Units and forms must be returned to the same distributor the unit was purchased from. Please do not send units to Tarsus if the unit was purchased from another distributor..
Late submission of documentation and/or units will require special approval from HP and Tarsus cannot guarantee that credits will be passed as the onus is on the reseller to return the units within the specified timeframes.

AUTHORISATION FOR RETURN form This form is similar to our RMA’s as it only gives the end-user/reseller/retailer authorisation to return the faulty unit. We cannot pass a credit solely upon receipt of the form without actually receiving the physical unit together with all steps above being fulfilled.CPA queries will be handled on a case-by-case basis as per instruction from HP
Any units that are returned WITHOUT all the necessary requirements will be rejected.

Download the full DOA Process PDF here

In addition some extra URLs of importance:

Gateway Support Website