How to Obtain Support

During Business Hours

Access portal.ne-t.com via Internet Explorer and enter your email address and portal password in the customer login boxes provided. The point of contact will be the only person setup within our portal. This person must first setup your account for you to be able to login. Once you login, click the Service Entry icon and enter your support request. We will immediately be notified of your request and begin scheduling.

Another way of requesting support is to send an email to netCare@ne-t.com. Please include a brief description of the problem along with your name and contact number in the body of the message.

In instances where you are unable to access the Customer Portal or email your request, you can also call our helpdesk for your request at 704.504-9040. In the rare event that there is no available engineer, you will be placed in queue where you will have the option to wait until the next available engineer can assist or to leave a voicemail message. If leaving a voicemail, please include your name, company, contact number, and brief description of your problem and we will return your call as soon as possible.

If contacting us about an existing incident, please reference the Service Request number of the original request. This number is included in the notification email sent when your request is initially entered into our ticketing system. In the event you do not know the Service Request number, please make reference that this is a follow-up request and we will attempt to match it with the initial request. Failure to reference the Service Request number may cause a delay or duplication of support, possibly resulting in additional charges. Thank you for your assistance in this.

After Business Hours

To request routine support after normal business hours, you may follow the Customer Portal and email procedures as listed above. If you need to call in your request, please call 704.504.9040 and stay on the line to leave a voicemail for tech support and your call will be returned on the following business day.

An emergency (i.e., “critical” support requests) constitutes an outage that affects (i) substantially all of its users, and/or (ii) substantially disrupts important business function(s). In the event of an emergency after hours support request, please call 704-504-9040 and press ‘2’ when prompted to be connected to the On-Call engineer. Our system will attempt to connect you with an engineer to assist you. In the event an engineer is not immediately available, you will be prompted to leave a voicemail message. Please include your name, company, contact number, and the nature of the emergency. The On-Call engineer will be notified that there is a message in need of urgent attention and contact you just as soon as possible. Please note that additional fees may apply to certain emergency requests.

Customer must follow guidelines above to initiate service requests through our customer portal, support email address, or dedicated support line. Requests made directly to an engineer, bypassing these procedures may be considered abuse and customer may incur additional fees.

FAQ’s

What is neteffect’s Privacy Policy?”

This Statement of Privacy describes our practices regarding information we gather from you while you visit neteffect technologies’ web site.

Disclosure of Information
At no time will we share, sell, or use this information to another outside party for any use other than our internal purposes.

Information Collected
neteffect technologies collects general data pertaining to each website visitor such as the visitor’s IP address, operating system, browser type, version number, and the web pages viewed. This information is aggregated with all other visitor information.

For our registered visitors, site behavior characteristics are tracked and aggregated. This information may include site navigation paths, advertisements selected and business transactions conducted, and depending upon your business structure, may include personal data.

Use of Information
At neteffect technologies, we use personally identifiable and non-personally identifiable information for trend analysis, marketing purposes, pattern detection, and site administration. We do not use personally identifiable information collected from the website to send unsolicited mailings to you. While the information we collect enables us to offer better service, we may use the data for other purposes. We may share information collected with other parties including business partners, suppliers and financial institutions. Of course, if applicable, we do use personally identifiable information to perform the services for which such data was collected (i.e., if you sign up for our marketing campaigns, we will send to the email address you provide to us). We always provide an opt-out option of having your personally identifiable information. If you prefer not to receive marketing material from us we provide an unsubscribe link in the footer of emails. Alternatively, we can be reached at 704-504-9040, or Contact Us.

“Cookies” / Tracking Methods
On your first visit to the registered portion of neteffect technologies web site, we may issue a “cookie,” a small file stored on your computer’s hard drive, in order to simplify and ease your continued use of www.ne-t.com. The cookie may serve various purposes but is used primarily for establishing personal preferences for you while on our website. Cookies are small pieces of personal information stored on your hard drive, not on our website. Cookies do not spy on you, nor do they invade your privacy, and they are incapable of invading your privacy; they make it as easy as possible to navigate a website. At neteffect technologies, we use cookies to help provide information targeted to your interests and cookies allow us to better understand how our site is utilized. We understand how to concentrate on the most beneficial features that our users prefer. Providing your browser permits, you are always free to decline our cookies. Should you decide to decline cookies, some parts of our site may not work properly.

Changes to the Statement of Privacy
neteffect technologies reserves the right to change its practices concerning information gathered from visitors to its website. If such changes occur, this Statement of Privacy will be updated. neteffect technologies welcomes your comments regarding this Statement of Privacy. Please Contact Us.

Third Party Sites
Websites that neteffect technologies links to with articles, advertisements, or otherwise, and third party websites or services with which we co-brand or have offerings, may have their own policies. Since we have no control over websites outside our own, as such they are not addressed by this policy.

Review and Removal of Your Personally Identifiable Data
Should you wish to have data you provided to us previously modified or deleted from our records, you may provide the data as submitted to us (Contact Us or call 704-504-9040). We will use all reasonable efforts to ensure that your information is edited or removed from our records, as appropriate. Unfortunately, to the extent that such information is also stored in other databases, we cannot always ensure that such corrections or deletions will reach the other databases.

Third Party Tracking

We use a third-party tracking service, Google Analytics, which uses cookies to track information in the aggregate regarding website visitor on-page visits, time spent on page, and bounce rates. This enables us to make improvements to be more informative for our visitors. At times we may use additional third-party tools to track the metrics of the utilization of our site.

neteffect technologies welcomes your comments regarding this Statement of Privacy; please contact us here.

What is neteffect’s Return Policy?”

All product returns must meet neteffect technologies’ return policies in order for neteffect technologies to issue a Returns Authorization. Provided neteffect technologies has return rights with its manufacturers/suppliers, neteffect technologies accepts only the return of products that fall within one of these categories within THIRTY (30) DAYS of the date of neteffect technologies’ invoice:

  • Factory Sealed (in fully resalable condition – i.e., no stickers, markings, etc.)
  • Defective or Dead on Arrival (DOA)

IF neteffect technologies DOES NOT HAVE RETURN RIGHTS TO THE MANUFACTURER, THE PRODUCT IS NON-RETURNABLE.

Types of returns that you can request from neteffect technologies:

  • Replacement return of products damaged on arrival (DOA) – If you have a COD account, neteffect technologies will ship the replacement product from our distributor as soon as the damaged product is received.
  • Cross-Shipment returns of DOA products – If you have a net-terms open account, neteffect technologies will ship the replacement product from our distributor immediately, if available. You will ship the damaged product, and the packages will cross in transit.
  • Credit returns of undamaged products – Credit returns may be available depending on a variety of conditions. You ship the product; and when it is received, neteffect technologies will credit your account. Custom-configured products cannot be returned for credit.

Products returned for any reason other than Dead on Arrival (DOA), Defective, or Open – Non Defective, must be in resalable condition (no stickers, etc.), complete, and unused, and the outer seal must not have been opened or re-taped. Product boxes that have been opened or re-taped are not eligible for return and will be refused and returned back to the customer.

All eligible returns will receive a credit that will be issued at current pricing or original purchase price, whichever is lower, for use toward future purchases.

For your Returns Authorization to be issued and honored, your accounts with neteffect technologies must be current.

Products Returned Without a Valid Returns Authorization:
Products not authorized for return shall be defined as “overgoods.” Overgoods may be returned to you at your expense, or neteffect technologies may, in its sole discretion, issue a credit for the last purchase price, the current price, or the cost of goods, less a 20% handling fee. neteffect technologies will not be liable for any loss or damage to overgoods.

Custom Orders/Products Returns Not Allowed:
All orders that require configuration or assembly of product to meet customer specifications are non-cancelable and may not be returned to neteffect technologies. These orders are custom built to meet a specific customer’s need and may not be canceled. The customer is responsible for the full payment of the order once a purchase order or signed quote has been sent to neteffect technologies.

Additional Products Not Eligible for Returns:

  • End-of-Life Products
  • Original Equipment Manufacturer (OEM) Products
  • Software/Licenses
  • Used or Refurbished Items (all used or refurbished items are sold as is with no warranty or support from manufacturer)

Refusal of Orders:
Refused orders may be subject to a cancellation fee. Call Customer Service at 704-504-9040 ext 103 before refusing any shipment. Failure to call Customer Service may result in credit refusal, and products will be returned to you at your expense. 

Returns Shipping Guidelines
For neteffect technologies to process your return in a timely manner, please review the information and follow the procedures outlined below:

  • Use the original manufacturers’ boxes and packaging.
  • Package all returns to prevent damage in transit.
  • Use shipping labels on cartons being returned.
  • All returns must have a Returns Authorization (RA) number printed on the return shipping label.
  • Do not write addresses or RA numbers on the outside of the manufacturers’ boxes. Products must be in resalable condition to receive credit.
  • Note client name on return-address label.
  • All returns must be unused and include all components, accessories, cables, software, and manuals contained in the original shipment.
  • All returns must be received by neteffect technologies within 15 days from the date the RA number is issued. RA numbers are only valid for 15 days.
  • Returns must be shipped freight pre-paid.

Dead on Arrival (DOA) / Defective Returns
Provided neteffect technologies has return rights with its manufacturers/suppliers, neteffect technologies will accept the return of products as long as the RA is issued within THIRTY (30) DAYS from the date of neteffect technologies’ original invoice. Products that are inoperable at first use are eligible for a DOA return depending upon the manufacturer’s returns policy. Certain manufacturers may require that all DOA and defective products be returned directly to them, or they may limit the return timeframe after purchase.

Manufacturer returns policies are subject to change without notice.

In accordance with manufacturer policies, neteffect technologies will make reasonable efforts to exchange DOA and defective products. All original packaging, components, accessories, software, and manuals must be included with returned DOA and defective products. DOA and defective products returned incomplete may be assessed a charge for the missing items or returned to you at your expense.

If you have a DOA or defective product, please call our Customer Service department at 704-504-9040 ext 108.

Technical Support
When necessary, our Technical Support department will assist you in reviewing the manufacturer’s installation procedure to rule out incompatibility. Often, by offering expert technical information, they can help you avoid the time and expense of returning a product.

Sealed Product Returns
Provided neteffect technologies has return rights with its manufacturers/suppliers, neteffect technologies will accept the return of Sealed Product Returns products provided they are returned within THIRTY (30) DAYS from the date of neteffect technologies’ original invoice.

All products must have been purchased from neteffect technologies and your account must be current.

To qualify for sealed product returns, products must be in resalable condition in clean (without stickers, markings, or other attachments), unopened, undamaged, and original manufacturer packaging. All products must be returned with all original components, accessories, software, manuals, and registration cards.

Non-Compliant Factory-Sealed Returns:
All factory-sealed returns that are not received in resalable condition may be subject to a 20% restocking fee or returned to you at your expense. neteffect technologies will charge you a minimum of 50 cents per item for cleaning up and shrink-wrapping sealed product returns. Factory-sealed product returns received in a damaged box will be assessed a rebox fee of $35. Credit will be issued at current pricing or original purchase price, whichever is lower, for use toward future purchases.

Discontinued/Obsolete Products:
Manufacturers reserve the right to limit factory-sealed returns on discontinued items.  

Freight Damage Guidelines
In order for neteffect technologies to process your Freight Damage claim quickly and efficiently:

Contact neteffect technologies Customer Service at 704-504-9040, ext 108, within 15 days of the date of delivery to report the claim.

Provide Customer Service with the condition of the product, contact name, and phone number where the package is located. (Address must be the same as the address where the product was delivered.)

UPS/Federal Express should inspect and/or pick up the damaged package, leave a call tag, pick up receipt, and return the product back to neteffect technologies within 3-5 business days. Please keep this receipt for your records in case the product is not returned to neteffect technologies.

In the event that the inspection does not take place, or your product is not picked up within 5 business days of your initial call, please contact neteffect technologies Customer Service at 704-504-9040, ext 108.