Contacting Support
Customers can contact TSS Customer Support (TSSCS) through Email. Your regional Support team will be available during Local Business Hours.
Sunday - Friday 9:00am to 5:30pm (excluding public holidays) in the supported time zone based on your Success Offering, as shown below.
Basic Support - During office hours
Premium Support - 24x7 support for Priority 1 (P1) Cases only
When opening a Priority 1 (P1) Case that needs a response outside of your Local Business Hours, during public holidays or on weekends, please call your local support telephone number to speak with the out of hours support team. This also applies if you have an existing P1 or escalation that requires a response outside of Local Business Hours. If all engineers are busy assisting other customers, telephone calls will be diverted to voicemail. Please leave a message with the Case number and contact telephone number and the next available support engineer will call you back.
Support Email - support @ tssgulf.com
Returns - RMA Procedure
Before returning any products you may wish to check for common issues, driver updates, bios updates (at own risk) and manuals for other settings on the manufacturers website, some of which are listed on the warranty page.
You can also obtain diagnostic and recalibration software from some of these and if you wish you may be able to complete an online RMA of your product, which may speed up the RMA process.
The procedure for returning items is as follows:
1) "RMA Request' must be filled in, all details included. Incomplete forms may result in delaying your RMA authorisation. Items described as 'faulty' or similar will be rejected.
Please note: RMA Request can be send via email with customer details , equipment make , Model , Purchase invoice , Technical issues, etc.
2) This form should then be e-mailed to the following address:
support @ tssgulf.com
Following authorisation, an RMA advice form will be e-mailed to you. Please attach this to the outer packaging of the RMA. Any RMAs that are returned to us without the advice sheet viewable WILL BE REJECTED.
3) For Damaged Goods:
Items received by you with visible physical damage MUST be signed for as 'damaged' and reported to us Within 24 Hours.
Please inform your Account Manager immediately. You will need to provide them with photographic evidence of the damage to the packaging and product before a claim can be initiated.
4) For returned items:
a) All static sensitive items MUST be packaged in Anti-Static bags.
b) All warranty stickers and serial numbers MUST be intact.
c) All items must be adequately packaged and complete.
d) Items will be tested for the described fault only.
e) Items found to be physically damaged, or fault due to misuse or mishandling, will be deemed 'Warranty Void'.
f) Unauthorised goods WILL be rejected at the customer's expense (carriage back).
g) A full credit for sample / SOR goods will only be given if the goods are within 30 days of invoice date (unless otherwise stated on invoice), and are in a resaleable condition.
h) Non faulty items, except sample / SOR goods, returned for credit, must be received at our office, in a resaleable condition, within 30days of invoice date, and WILL incur a 25% restocking fee.
i) A charge may be made where the described fault is not found. Carriage back may also be charged.
j) A full credit will only be issued for faulty items, if returned complete and intact within 30 days of invoice.
k) Replacement product will be of equivalent or better specification. Items older than 3 months may be replaced with a refurbished or repaired product.
l) Goods sold with an On-Site Manufacturer Warranty will be subject to their specific terms.
5) For physically damaged cases, where outer packaging is intact, a period of 60 days will be deemed adequate time to report such damage. Repairs at the discretion of our company policy.
6) TSS Gulf Trading LLC is not responsible for any data loss or non-delivery of goods. Receipt of postage is not proof of delivery.
7) TSS Gulf Trading LLC recommends all parcels returned are sent via a courier or special delivery.
8) TSS Gulf Trading LLC DON'T OPERATE AN ADVANCE REPLACEMENT SERVICE or this is based on Contract terms with Manufacturer and customer by case to case manner.