Service and technical support
Technical support is available on working days (during office hours), by e-mail (servis@codeware.cz) or by phone +420 222 562 444, always after reporting the serial number of the device.
We provide support and service for all devices sold by us, whether they were purchased from us or from other dealers.
If you need remote support, you can use TeamViewer (a paid service) after discussion with our technician. It is available here for download without installation. Once started, we will be able to set up the system correctly on your PC.
You can track the progress of your repair/complaint status online here. The current price list for the work can be found here.
In case you need to send the device to our service department, please follow the following instructions:
1. Fill out the form "Send equipment to CODEWARE for repair" and print it out. When completing, please fill in all fields as necessary so that there are no delays associated with receiving the equipment at the service department.
2. Include the printed form in the package with the equipment. Please pack carefully so that the equipment does not deteriorate in transit.
3. Send the equipment to CODEWARE, s.r.o., Jaromírova 37, Prague 2.
4. Your service will be assigned a service number and this will be sent to the e-mail address you provided.
5. According to the service number you can track your service/complaint on this LINK.
6. We will return the equipment to you by shipping service to the address from which we received the equipment. In the case of a return to a different address, this must be stated on the accompanying form (see point 1).
7. You can bring the serviced equipment in person to the address given in point 3. of the form (point 1). The cost of transporting the claimed goods to the service department shall be borne by the customer.
8. Completed service/repair of equipment that is not picked up by the customer within 30 days of notification of the completion of service/repair CODEWARE, Ltd. is entitled to charge storage fees. This is 50,- CZK excluding VAT for each day during the period of 31-60 days from the end of the service/reclamation. After this period, the storage fee is 80,- CZK excluding VAT for each additional day. After six months from the date of termination of the service/reclamation and failure of the customer to collect the equipment, CODEWARE, s.r.o. will settle the claim by legal means according to the applicable laws.
Our company is an authorized service center for the equipment of the sold brands. We are contractually bound to the manufacturers, we meet the conditions for quality of service and other requirements given by the manufacturers. Service quality and customer satisfaction is randomly verified by a questionnaire system.
Warranty and post-warranty services/repairs are carried out by technicians in an ESD environment and are handled according to type - standard and above standard. In the case of contractually mandated above-standard warranty conditions, these are dealt with on a priority basis to meet contractual deadlines and quality of repairs. All service interventions are carried out by a trained team of technicians from our service department using latest technological procedures, using ESD service tools and only original spare parts.
