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COMMERCIAL PRACTICES
GENERAL
Where are MCDI SP equipments designed? Nearly all MCDI design is done in Montreal Canada.
Where are MCDI SP equipments manufactured? Although parts may come from all around the world, MCDI equipments are primarily assembled in Montreal Canada.
Is MCDI SP also a manufacturer of panel? No, MCDI SP makes alarm receivers and software. MCDI SP is independent from any maker of alarm panels.
Is MCDI SP operating a Central station? No MCDI SP is not in competition with any Central Station. However we have development deals with several Centrals.
Where is MCDI SP equipment tested when developed? At first all equipments and software are tested in house. In second phase, equipments that need government approval are certified. MCDI SP has development agreements with several Central stations around the world. Their input is added in the design and review of MCDI SP equipments and software. They are also consulted at the design phase. All MCDI SPcustomers can add their comments and review that are compiled during design and development phases by filling our feature request form.
Is hardware tested before it is shipped? Yes, some parts and assembly are tested up to seven times during the assembly process and all equipment is retested on the day it is shipped. All electronic components are also submitted to burning tests where components are submited are tested after exposure to higher temperature. All software versions posted on the web are immediately re-tested after posting.
Is MCDI SP selling directly or through resellers? Both, it depends on the country of shipping. MCDI SP has a large network of dealers who can support MCDI SP products locally. In some countries, MCDI SP sells only through resellers, in others directly and through resellers. Prices may vary but in our experience a local dealer will give you local support in your language. Local dealers may sometimes help you with replacement equipment or can visit you to make the best estimate of your needs.
In which language can MCDI SP communicate with me? Primarily in English and French at MCDI North America. MCDI South America can answer in English and Spanish. We have a direct Spanish line at +514-487-0441. MCDI can also accommodate communications in Russian and Chinese given a prior appointment.
Can I get factory support even if I purchased my equipment or software through a dealer? Yes, although very often you should contact your local dealer to avoid telephone charges. Factory support is given during support period and MCDI SP business hours. Support is available in English, French or Spanish only. MCDI SP does not assume telephone charges for support and does not make call backs for support. You can also contact our support department by email at support@mcdi.com or soporte@mcdi.com for Spanish response. Training is billed under specific plans.
Do you have an emergency support line after hours? Yes. After business hours we have an automated phone system that lets you contact our emergency support line. All support calls after MCDI SP business hours are charged or must be part of a support contract.
Do you offer an advanced replacement for equipment under repair or for upgrading? Very often local resellers give this service. MCDI SP has and advanced replacement policy and this can be arranged for a fee. Please inquire with specifics of your equipment.
SHIPPING
Do you ship to all countries?
Our goods are shipped from Montreal Canada. Except in case of natural disasters, Canada does not banned shipping to any countries.
Which carrier are you using? Our first choice is TNT. All equipments are shipped from Canada.
What is a typical transit time to USA.
Goods shipped to Continental USA are generally delivered next day. Custom delays may occur but are generally short.
Can you use another carrier? Yes, any major carriers that can pickup at our plant.
Can you deliver to a broker or at the airport? Yes. Specific delivery charges are quoted when we know where to deliver. Delivery that requires MCDI SP personal to register packages with airlines are charged 100$US.
I need particular arrangements for customs. Can you fill special forms for my countries? Yes. You need to provide the forms if they are not standard and insure we can easily understand them including translation if required.
I need special markings on packages for customs. Can you put labels or writings on boxes? Yes, if in an alphabet that is not Latin, please provide electronic image that we can print.
I need the equipment to be identified under a custom category of my country. Can you include this in your documents? Yes, it can be specified.
Which papers are sent with my package? All packages are sent with a commercial invoice. We also include a certificate of origin when necessary. In USA, we include commercial invoice, certificate of origin, FCC declaration and DRAM declaration.
Can my package be marked hold for pick-up or hold at station? Yes. We still need a valid delivery address.
PAYMENT AND ORDERS
What means of payment do you accept? For transactions under 5000 euros or USD we can accept VISA or MasterCard credit cards. we charge a 3% handling charge for all transaction by credit card. For all transactions we accept wire transfer (TT or Swift) in euros or USD. Company check in euros or USD are accepted when cleared and compensated by our bank.
What means of payment can I use for phone support? We accept VISA or MasterCard or pre-paid support contracts. We do not extend credits line for support and do not provide support on outstanding balance. If you require a credit line for support we suggest you look into pre-paid support plans or make arrangements with your local dealer.
What is your prime currency? Our prices are defined in euros. When convenient for you we can make conversions in USD at our Bank rate of the day or expected time of clearing.
How long does it take after payment before you ship? Usually, credit card orders are shipped on the day of payment when processed before 14h00 (UTC-5H daylight UTC –4H) and items are in stock. Orders paid by bank transfer are shipped when we get proof of transfer by SWIFT Telex system. Orders paid by check ar shipped when check is cleared by our bank.
Can I know the status of my order? By all means yes! This is done on an individual basis so do not hesitate to contact your salesman by email, phone or fax.
Will I know the waybill number of my shipment? Yes, if the carrier you choose can provide one, we will send it to you as soon as it is assigned.
What happens if all parts of my order are not stock? This is very rare. We can ship in several shipments if you like at no extra cost to you.
Can you COD my order? Unfortunately only in Canada and under 25000$CA by Canada post.
Do you accept purchase orders? We accept PO from companies with a Dunn and Bradstreet listing. We also accept purchase orders from institutions in Canada and USA (municipal, government agencies, police and sheriffs offices). We can accept PO from other countries given we can verify them with consular authorities.
MERCHANDISE RETURNED FOR REPAIR OR UPGRADE
Can I return equipment for repair or upgrade directly to Canada even if the equipment was bought trough a dealer? Yes, but be sure you have read the return of equipment instructions in the curent section. We also advise you to contact us for trouble shooting before returning equipment. This may save you a lot of trouble.
Do I need to get a RMA (return of merchandise authorization) for a repair? It is not necessary but would help speed up your repair. As a standard procedure our support specialists will give you all the necessary instructions for return while giving you a RMA number. They will also be able to troubleshoot over the phone and may have a solution that will dispense from shipping equipment. With a RMA number you will also be able to track your goods more easily when contacting MCDI SP. If you send equipment without RMA, be sure to read shipping recommandations below and to include a description of the trouble.
Where should I send equipment for repair or upgrade? Our postal address is MCDI Security Products Inc. 7055 Jean-Bourdon Ave Montreal QC H4K 1G7 CANADA. Equipment should be delivered duty free and post paid to our door. To waive duty fees, it is imperative the marking ‘Canadian goods return to manufacturer for repair’ is clearly written on the box and on all your customs declaration and shipping papers. We do not accept equipment sent without complete payment of transportation, duty fees and brokerage fee or left at the station.
Can I send equipment by UPS or Fedex ground? You should NOT if you are not shipping from Canada or if you have not made sure all fees are paid. Most of the time, brokerage is not included in ground services. We refuse shipments when a carrier is asking for a fee or levy.
Can you send me other equipment while you troubleshoot my equipment or upgrade it? We have an advance replacement policy. We can send you replacement equipments prior to you shipping your equipment. This service is provided for a fee of 160 euros and does not include shipping fees. A deposit equivalent to the price of the of the replacement equipment is asked and refunded when equipment is shipped back within 30 days of the closing of a repair ticket.
Do you have an exchange policy on older equipment? Equipment purchased within 30 days may be exchanged for the difference of price with equipment of same value or more. Equipment purchased within one year is exchanged for 50% of the paid value when you purchase other MCDI equipment. Equipment returned needs to be in good working order.
SOFTWARE UPGRADES
What is the upgrade policy for upgrades to SECURITHOR?
MCDI SP will replace WinSAMM by SECURITHOR starting in September 2007. Until SECURITHOR release, MCDI SP offers a free upgrade to SECURITHOR when you purchase a WinSAMM WSUU license giving an effective 200 USD discount compared to SECURITHOR price after September release. OEM version and language specific versions are specifically excluded from this offer.
If you purchased SAMM or WinSAMM prior to April 2006, We have a fidelity discount for SAMM and WinSAMM users according to date of purchase. Please inquire to our sales department about upgrading to SECURITHOR with the specifics of your SAMM/WinSAMM.
What is your upgrade policy regarding SAMM to WinSAMM? SAMM and WinSAMM are two different products . As recognition of customers’ fidelity, MCDI SP offers a credit calculated on purchase price. Contact your MCDI SP representative or reseller to get an estimate of price for WinSAMM. Local dealers sometimes offer rebates on WinSAMM. Check with your local dealer.
What is your upgrade policy regarding WinSAMM to WinSAMM? Upgrades within the same version are free but not supported without of a support contract or out of warranty. You can download WinSAMM general installer and select options for updating an existing WinSAMM. This installer automatically creates a back up, which includes the last 2 months of events. No warranty is made on self updates.
Can I upgrade my SAMM software to WinSAMM or SECURITHOR? Yes, we have an upgrade policy for SAMM and WinSAMM when purchasing a more recent version. Please inquire to our sales department with the specifics of your actual version and the version you would like to purchase.
I purchased a 200 accounts version of SAMM. Can I upgrade to unlimited accounts? As of January 1st 2005, MCDI SP stopped selling and supporting SAMM unless under warranty or support contract prior to January 2005. MCDI SP advise that you upgrade to WinSAMM. Please inquire to our sales department with the specifics of your actual version and the version you would like to purchase. Several users of SAMM can benefit from a special upgrade price when moving to WinSAMM or SECURITHOR.
Do I get support on upgrades? Yes, on paid upgrades you will receive support for the remainder of your initial support period or for one month when purchasing an upgrade after your initial support period. This support is available during MCDI SP business hours.
Can I purchase a support contract after my initial warranty is over or after business hours? Yes, you can contact our sales department with the specifics or your WinSAMM installation to discuss options and plans.
Do you have an emergency support line after hours? Yes, after business hours we have an automated phone system that lets you select our emergency support line. All support calls after MCDI business hours must be part of a support contract. Emergency support after MCDI business hours may be available only in French or English at +514-481-1067 or by calling our direct Spanish line +514-487-0441.
Legal notice: FAQ information is written broad general terms and may not apply to some specific MCDI SP units, software version or commercial dealings. Information may be changed without prior notice and may be updated or rectified without prior notice. MCDI SP is not responsible for any interpretation of the FAQ information or any use or installation that MCDI SP did not approved specifically. Testing should always be performed prior to using a monitoring system or software. If you need more information, contact MCDI SP sales department at : mcdi@mcdi.com
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