Konftel Support - Secrets to Getting the Fastest Customer Service from Konftel, Product Replacement

[00:00:00] Rolando: So you bought a Konftel conference speaker or webcam in the past couple months, maybe in the last couple of years, and you want to find out what to do because it stopped working or it's not working the way you want it to work. Let me show you in four easy steps what to do to get it fixed or replaced so that you can get the answers you need . Alright, let's go to step one.

[00:00:27] Let's go to step one, which is going to the Komftel site. It's a little bit long so I won't read it. It's on the screen. It's their support landing site. We'll also have a link in the description so you can get there.

[00:00:39] Now Komftel is a multinational organization. They are also part of the Avaya family. It's interesting, Dave, how all of these companies have added bolstered their roster. But if you're looking on screen, there's several numbers for the different regions. There's some contact details. You'll want to put this in here because it'll help you in the steps that we're going to get to in a little bit.

[00:00:59] But on their website are the first steps that you'll want to take. There's also some helpful knowledge-based articles that will troubleshoot most of the problems you're going to find. But let's say you went through all those steps and all of a sudden you still find yourself not being able to get the device to work.

[00:01:18] Let's go to step number two. And step number two is simply to chat with Komftel support. And they do have, if you're watching us in North America, they do have a US based support and that number is 1-866-606-4728 . And they typically work within business hours. I believe it's East Coast Business Hours as well. Dave, is that correct?

[00:01:45] I know they're based in Connecticut. No, I'm thinking of something else. But yeah, there may be East Coast or Midwest support. In either case, if you happen to call within the business day nine to five, you're generally going to get somebody to pick up the phone and talk to you. Is that the case, Dave?

[00:02:00] Dave: That is true.

[00:02:01] Rolando: All right. And so if you happen to be in another region in Europe, or Asia go back to the website and you'll find the telephone number that is closest to you in the region that you're in. So now, if they're able to talk to you and say, "Hey, Dave, we got it fixed." Good. You're on your way. You're back to, you're having your device that was working the way it was, but if you're not, let's go on to step number three. Still can't get it to work, Dave. My old speakerphone is not working.

[00:02:31] Dave: Old? What if it's new?

[00:02:32] Rolando: Or it could be new. Yes. Something crazy could have happened to it. Maybe, you downloaded some firmware. This happens too. Somebody downloads an upgrade to it. Push a new firmware and somehow, the power goes out in the middle of the update and it's bricked. Your device gets bricked. That's happened more than you think for headsets and speakerphones. I've heard that a lot, especially since more people are at home. We have a lot more inclement weather around the country. And this happens more often than you think. So now you, we want to go step three.

[00:03:04] You want to go in and get the warranty verified. Komftel also has different warranty levels on their product. If you happen to have bought this product from Global Teck, you know what? You get an extra year bonus, you get three year warranty. If you bought it elsewhere, you get either one or a two year warranty. You'll want to make sure in that site that we just looked at, you're going to put in your information, they're going to check the warranty for you so that you can verify if it's still a warranty, and we'll have a link to that.

[00:03:35] All of that in the description as well. Now, once you find out if it's in warranty, You get it replaced, you'll send it to them. Now, here's an important thing about this step. If you happen to have a product in warranty they want you to legitimately, we actually looked at this, Dave, you remember? They want you to make sure that it is broken.

[00:03:53] And so when you send it to them, if it's not broken in their terms of service, they will charge you for that if you send them a product that is not broken. So you want to make sure that it is broken because they don't want to deal with stuff that is just, maybe you didn't like it or whatever, and you're trying to return it.

[00:04:09] Send back the broken stuff. That's what they want. Now if it's broken, you send it back to them, they send in a replacement, you're good to go. But on the other hand, maybe you find out it's out of warranty. What do you do? Give us a call, Dave and his team, or me or anybody that happens to be on the phone that particular day will make sure that you get the sound advice you need to get either something new that was just like what you got if it's still available, or get the latest and greatest that fits your budget.

[00:04:42] And as we've said before, pricing fluctuates, but there are incentives all the time. These manufacturers are all competing for your business just like us, and they want to make sure that you get an incentive. So maybe a trade-in a lot of times through the year, you'll find they'll and others will have trade-in. So hold onto that old device.

[00:05:01] If it's our warranty, we may be able to get you some money back in your pocket just by buying a new one. And our team of experts here at Global Teck will help you find a good replacement that fits your needs. And with things moving and changing within every work from home, classroom, government, and healthcare, the needs are not the same.

[00:05:24] If you're watching this, whether it's right now in the live or in the playback, things could have changed six months from now from when we've aired this as well as prior to the pandemic. People are more at home, devices are changing features on them, price points are changing, and their range to work on different platforms is also changing.

[00:05:42] So we probably got you covered. Just let us know what you're looking for.

[00:05:51] Pro tip, have your invoice handy when you bought the product. Now if you bought it on Amazon, you have your Amazon stuff that's on your computer or on your app, or you bought it from a, from directly from us on our website or even somebody else for that matter, why would you buy it from somebody else? I don't know. Come to us. We'll help you out. But have it handy because we've found that sometimes even for stuff that's in warranty, the date code that is on the product for Jabra as well as all the manufacturers, sometimes that date code gives you a little bit of a buffer in terms of when the warranty should begin.

[00:06:22] They usually give you a few extra months. But what we've also found, especially now with the shipping problems, things taking longer to get to the US, there's not enough truckers to move things around from warehouse to warehouse. It is handy to have it because the warranty begins when you bought it and the date code and the warranty beginning when you bought it may not be a match or may not be sufficient.

[00:06:42] So always if you have your invoice or proof of purchase handy. Just in case you need to make a warranty claim. That's the pro tip.

[00:06:49] Dave: Good advice, Rolando. If you like what you saw make sure you hit the like button.

[00:06:55] Rolando: Bump the like button, Dave.

[00:06:57] Dave: Bump that like button.

[00:06:59] Rolando: Give it with some emphasis. Bump the like button.

[00:07:02] Dave: It helps us out. It helps us out within all the social media platforms that we're on. So if you have that opportunity, it means a lot to us. So please.

[00:07:14] Rolando: Yes. Send us a comment or a suggestion because we just may feature it on an upcoming segment. We love feedback. We love the engagement. It. It keeps us on our toes. We hope that this added value to your day. We certainly would love to see you in a future segment or in a future episode. Dave and I have some other episodes lined up for you right here. We look forward to seeing you there.