After-sales
It does not end at the loading bay
Who stands behind the equipment after it is running, what the warranty actually covers, and how a replacement is obtained without you chasing a manufacturer yourself.
Whose warranty it is, and who administers it
The warranty on everything we sell is the manufacturer's own — its length, what it covers and how a unit is replaced are set by the company that built it, and are stated on each product rather than promised in general here. What SOT adds is that you never deal with that manufacturer. We hold the distribution agreement, so we raise the claim, supply the paperwork it needs, and chase the replacement.
That is the whole of the difference between buying from an authorised distributor and buying from a marketplace listing. Both sell the same box. Only one of them is still involved on the day it stops working.
Installed by us, supported by us
Where SOT installed the system, the company that commissioned it is the company that answers the phone about it. There is no stage at which a fault becomes a disagreement between a supplier and an installer over which of them caused it — a question the customer normally has to arbitrate, and normally loses.
For a business, whether installation is included is a decision you make at the quotation, not an assumption we make for you: the quotation prices the equipment alone or the equipment installed and commissioned, and you are asked which before anything ships. For everyone else, our engineers install what you buy.
What we do before a claim is even raised
Most faults reported to us are not faults. A camera that dropped off the network, a switch port negotiating at the wrong speed, an access controller that lost its schedule after a power event — these are configuration and site problems, and returning the hardware would have fixed none of them while costing a fortnight.
So the first response is an engineer, not a shipping label. We look at what the system is doing, and only what survives that becomes a return.
What voids it — said plainly
A manufacturer's warranty does not cover misuse, unauthorised modification of the unit, damage from power outside the specification, water where the rating does not allow it, or physical damage after delivery.
It also does not cover a failure caused by how the equipment was installed. That clause is why we do the installation ourselves rather than leave it to whoever is on site — it is the one condition a buyer cannot verify in advance and cannot argue with afterwards.
Returns and exchanges
For a purchase through the store, a product that is unused and in its original manufacturer packaging can be returned or exchanged within the period the Kingdom's consumer and e-commerce regulations provide. Once a unit has been installed or configured it is no longer in that condition, which is why the return window and the warranty are two separate things rather than one long one.
For a project, returns and exchanges follow the contract that priced it and the manufacturer's own terms for the line in question. Project quantities are ordered against a specification, so a return there is a commercial conversation rather than a form.
Making a claim
Five steps, and you are on none of them alone.
- 1
Tell us what it is doing
Open a ticket on the help desk with the site and, where you have one, the order or delivery note reference. That reference is what lets us look up exactly what was supplied and how it was configured before anybody replies.
- 2
An engineer looks first
We diagnose before we replace — remotely where the system allows it, on site where it does not. This is the step that resolves most reports, and it is also the step that proves a genuine hardware fault when there is one.
- 3
We raise the RMA
Where the unit has failed, we file the return with the manufacturer under our own distribution agreement and provide the evidence it requires. You do not open a case, quote a serial number, or wait in a queue.
- 4
A replacement is issued
Where the line is one we hold in Riyadh, the replacement usually comes off our own shelf rather than waiting on the manufacturer's return cycle — which is the practical reason stock matters as much after the sale as before it.
- 5
Back in service
For a system we installed, our engineers refit and recommission it, and confirm it is doing what it did before the fault. The ticket is closed when the system works, not when the box is delivered.
Open a support ticket
For anything already delivered or installed. Include the site and the order reference — it is what lets us look up what you have before we answer.