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Procedures and services 

Contact Center

Dear user, in order to provide a better attention in subjects related to general information of the Program, PCCs, donations and technical support, the following communication channels have been made available for you:

 

Free-toll national lines: 018000949596 - 018000919273 - 018000919275

Emails: This email address is being protected from spambots. You need JavaScript enabled to view it.

Online support: http://190.85.20.220/CPEIM/client.php?locale=sp

Skype User: mat.cpe

Business Hours: Monday to Friday from 7am to 7pm - Saturday from 8am to 5pm – Continuous working day

 

Technical Assistance Group Service (MAT)

What is it? A service offering technical support and general information about the Program.

  • Who can use it? All beneficiary institutions from the moment they receive equipment and any person who requires information about the Program.
  • For what is it used? It is mainly used to:
  • Technical support: Solve problems with hardware or software.
  • Request warranty of equipment.
  • Correct or request technical specifications.
  • Request information about strategies of Computadores para Educar (maintenance, replacement, retrieval, among others).
  • Request data information (Managers, Teachers, Technicians, cases).

 

Recommendations for the Beneficiary Education Institutions

When equipment arrives to the institution:

  • Verify the document of Technical Specifications. In case of inconsistencies between the elements delivered or the document, report the situation to the MAT (Technical Assistance Group) and include the inconsistencies in the delivery note and equipment legalization.
  • Verify serials (Sticker) located on the front part of the equipment or at the bottom of laptops or tablets. This serial is known as Work Order (OT), which is listed in the document of technical specifications.

Before communicating with the Technical Assistance Group you must have the following information close at hand in case of any problem with equipment (failures, inconsistencies, and missing parts):

Minimum Data to Report a Case

  • Registration Number (number assigned by Computadores para Educar to each beneficiary institution). This datum is not mandatory, but it speeds the process of identification of the institution.
  • Full name of the beneficiary education institution.
  • Department and municipality.
  • OT or serials of the equipment (Sticker).
  • CR (Refurbishment Center) or CRDP (Center of Receipt and Dispatch of New Laptops)
  • Data of the person who is reporting – (Name, Position, Telephone Number).
  • Contact data of the institution – (Names, Positions, Telephone Numbers) at least two additional contact data.

How to execute the warranty?

Before requesting execution of the warranty, it is important that the user is available to receive technical support by the MAT to verify if the failure can be solved.

If after receiving support, the failure remains:

Advisors of the Technical Assistance Group (MAT) verify if the equipment is within the warranty period (See the table below): 

 

Part   Center  Warrantly period  Remarks 
Equipment (refurbished desk PC and laptop)  CRB - CRM - CRC   1 year Peripherals have warranty only during the first installation in the institution. Warranty repair service may be later authorized only if their transportation is justified. 
For example: A CPU or monitor damaged in the institution. Battery of refurbished laptops do not have guarantee.  
New laptop  CRDP  30 months for laptops and 12 months for batteries. All of this for manufacturing defect.   The mouse only has warranty if its transportation with another element is allowed. For instance: a laptop damaged in the same institution.
Portable Storage Units - UMA (Cases) CRDP 24 months. Including contents (steel cables, padlocks, multiple sockets, extension cords).  Elements other than the UMA have warranty only if their transportation is justified. For instance: Polystyrene of the UMA is damaged and an additional padlock is broken. 
Video beam CRDP 30 months of warranty for manufacturing defect and one year for the light.
Optical reader CRDP 30-month warranty only for manufacturing defect.   
Router CRDP 30-month warranty only for manufacturing defect.   
Tablet CRDP 30-month warranty only for manufacturing defect. 

 

 

Note: The warranty period begins from the date of installation of equipment in the beneficiary education institution.

According to the failure, MAT advisors authorize the case to be addressed as:

  • Warranty in site assigning a technician to make a visit to the institution or pick up the equipment for service.
  • Warranty at the center, transport the equipment to the corresponding refurbishment center.

 

In-Site Warranty

When is it assigned?

When the failure of the equipment is caused by the hard drive, memory and/or power supply or software.

How is it conducted?

A technician goes to the institution to perform the service for the warranty requested (10 business days from the date of visit assignment).

Upon conclusion of the visit, the technician fills in the form of in-site warranty service and it must be signed by the representative of the institution and the technician.

 

Warranty in the Center

When is it assigned?

When the failure of the equipment is caused by the keyboard, non-generic power supply, processor, monitor or failures in hardware of laptops and tablets.

How is it conducted?

  1. After authorization of the warranty, the institution must transport the equipment to the address (urban area) indicating the MAT so that it is collected and transported to the corresponding center (15 business days beginning on the date of the assigned collection order).

Only for the cases in which the institution is located in hard-to-reach municipalities and communications roads presenting extreme conditions that require special means of water or air transportation, the equipment shall be collected directly in the education institution (after authorization of the MAT).

  1. The warranty repairs are conducted in the corresponding refurbishment (maximum 7 business days).
  2. The carrier returns the equipment directly to the institution (15 business days beginning on the date of the dispatch order assigned).

 

Warranty transport may be affected by:

  • Cold spell
  • Public order disturbance
  • Problems of access
  • School holidays
  • Lack or error of contact data, lack of communication of with the education institution.

Before requesting the warranty, please consider some factors that may cause denial of the service:

 

For refurbished equipment and laptops:

  • When the equipment is opened by a staff not belonging to the Program and any CPU device is extracted, without previous authorization of the MAT.
  • When the technical specifications of the equipment are altered and modified by staff not belonging to the Program.
  • When the warranty procedure is not followed and when the equipment does not have any OT (Work Order) to be identified.
  • Peripherals (keyboard, mouse, speakers and microphones) presenting failures after initial installation do not have warranty.

 

For New Laptops and Tablets:

  • When the equipment is opened by a staff not belonging to the Program and any CPU device is extracted, without previous authorization of the MAT.
  • When the technical specifications of the equipment are altered and modified by staff not belonging to the Program.
  • When the warranty procedure is not followed and when the equipment does not have any OT (Work Order) to be identified.
  • When the impacts or a broken screen can be evidenced.

Dear user, please consider that a warranty report shall generate a case number in the Technical Assistance Group, which shall allow follow-up of the progress of the service consulting by any of the contact channels previously mentioned.

Ministerio de Educación Ministerio TIC Servicio Nacional de Aprendizaje SENA Computadores para Educar Todos por un nuevo país