Frequently Asked Questions

 

Where are you located?

SMH Electronics is headquartered in Wareham, MA conveniently located just off route 28 by the 495 and I95 junctions. For more specific directions visit our Directions Page.

Do you sell hardware and software?

Yes, our evaluation and procurement service is one of the many conveniences that we provide our clients. We assist you through every step of the process: recommending software and hardware, the ordering and financing process, even recycling technology at the end of its useful life.

What is your definition of a small to medium-sized business? Is my business too small? Is my business too large?

SMH Electronics does service all size businesses depending on their need. For larger businesses we augment their own IT departments with our depot repair service.

 

For those businesses that have 10 to 250 computers per office or location, IT services come down to efficiency, reliability and quality. Ask yourself: Does it make sense for my business to employ a full time in-house IT person(s) or would it be more cost-effective to have an IT service partner provide these capabilities?

 

Are your technology needs great enough to warrant having full-time staff? Can your in-house staff stay knowledgeable on the wide range of technology used in your business today and needed tomorrow? Can your business attract and retain a high level technical professional who can handle all of your computer and network support needs?

 

Most small to medium-sized businesses do not need a full-time, in-house IT professional. However, they do need a wide range of technology expertise that no single in-house person or small staff is to accommodate. For those companies, using a reliable, skilled IT services partner like All Covered is the right business choice. Contact us today to discuss your business technology support requirements

What computing platforms do you support?

We support all of the computing platforms used in small to medium-sized business offices including: Windows (desktop and server versions), Macintosh, Novell NetWare and Linux.

How much can I expect to pay for your services?

SMH Electronics services are very competitive. We customize our services to meet your unique needs. We offer a number of choices for your specific support needs.

Fee Based services are always an option if you have a one time need for a repair. Any repair requires a small diagnostic fee which is then credited to your repair. Required repairs are diagnosed by the technician and you are contacted with the cost of the repair including any parts needed before the repair is completed. You may then decide to proceed with the repair or not.

The Open Purchase Order Agreement option is designed to assist clients to better manage their IT service budgets. A prepayment is made in advance of an amount agreed upon between SMH and the client. SMH will then work off that total until it is depleted. This agreement can be replenished when needed. There is no expiration date to an Open Purchase Order Agreement. Amounts remain in effect from year to year, so there is no loss of funds for the client if not used with a specific time period. This prepayment agreement guarantees a 24-hour response time for service.

Equipment Maintenance Agreement option is designed to ensure the proper maintenance and repair of your equipment. Each specific machine is put under contract for any service or repair required per year. This prepayment agreement guarantees a 24-hour response time for service, it does not include any consumables.

Most All Covered clients begin with a comprehensive Network Assessment to determine the reliability and stability of their computing environment. The results of the Network Assessment help determine how we can help you resolve the amount of ongoing monthly care your network requires.

What are the payment options?

Repairs and orders can be paid with a major credit card (MC or Visa), wire transfer, or a company check. Many of our customers and most first time customers use the credit card payment option. Net terms can sometimes be set up for subsequent orders by checking in with our credit office.

 

Due to the current economic climate, SMH Electronics is forced to require 100%prepayment on all hardware and software orders. Thank you for your understanding.

 

Municipalities have the option of setting up Net terms based on their specific Purchase Order requirements.

How can I check the status of my repairs?

Please call our customer service team at 1-866-661-4SMH (4764) any time from 8:30 am until 5:00 pm Eastern Time. Please allow quoted diagnostic time before calling for a status update.

What are standard and expedited or rush turnaround times?

  • Standard turnaround time: diagnosis can take up to 5-7 business days. After approval, pending parts availability, repair will be completed within 5 working days or less.

 

  • Expedited/Rush turnaround time: diagnosed within 24 hours, repair completed within 24 hours after approval pending parts availability.

How do I approve an estimate quotation?

You will receive a quotation via email, unless otherwise requested. Print and review the quote and simply sign it authorizing us to do the work or purchase hardware and fax it back at 508-291-7449. If you use Purchase Order numbers, please include that as well. We will contact you after receipt to coordinate payment. If there is any system data involved in the purchase or repair a Terms and Conditions agreement must be received before work will be completed.

What happens if the repair does not work (what is the warranty policy)?

Your satisfaction is our commitment. If your item has been repaired and does not work when it is reinstalled, please call our customer service team at 1-866-661-4SMH (4764). We can assist with many installation questions.(Warranty does not include software virus repair reinfection.) If it is determined that the unit needs warranty repair services, within 30 days of the initial repair, send the unit back to us with the RMA number, a note with the nature of the problem, and contact information. We will get on it right away.

How long will it take to get my item repaired and back to me?

Most repairs are completed in 5 to 10 business days. For items that have been shipped in – return shipping will depend on how far and how fast – usually from 2 to 4 days UPS ground in the continental United States. Of course, overnight shipping is available as well to most locations.

What is SMH Electronics Shipping Policy?

The customer is responsible for shipping both to and from our depot repair center in Wareham, MA. You select the carrier and method you prefer. UPS, Federal Express, and US Postal Service are the most common carriers that we have found to be reliable. Your account number can be used for return shipping if requested.

How do I send repairs to SMH Electronics?

Before shipping any item to us, please contact Customer Service by email (mdooley@smhelectronics.com) or call 1-866-661-4SMH (4764).We will assign an RMA number and alert the depot repair center that your item is on its way – this saves time resulting in faster evaluations. Then carefully pack and ship it to us. Once the item is received and diagnosed you will be contacted as to the repair required and given a quote for the repair cost. No repair will be completed without your final authorization.

Can I talk to a tech?

Our techs are working very hard repairing many items and meeting deadlines. However, we can put a technician on the line with you if you have problems during installation that cannot be answered by our customer service team or schedule a consultation call with a technician when they are available. Our customer service representatives have varying levels of technical knowledge and can assist with many common problems.

SMH Electronics, Inc., 21 Pattersons Brook Road, W. Wareham, MA 02576

Phone: 508.291.7447 Fax: 508.291.7449

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