Technical Support

Technical Support

At Onyx Medical Groups, we are committed not only to delivering cutting-edge medical equipment but also to ensuring exceptional customer support globally. Our dedication to client satisfaction is exemplified by our extensive network of highly skilled and internationally recognized engineers, strategically stationed worldwide. This network enables us to provide timely, professional assistance to all users, regardless of geographic location.

To empower you with the knowledge and confidence needed to operate our products effectively, comprehensive training is included with every purchase. This ensures that you and your team can maximize the benefits of our advanced technology from day one.

Our comprehensive technical support is designed to minimize downtime, ensure operational efficiency, and address any challenges that arise with your equipment. This commitment to excellence is reinforced by our Quality Assurance (QA) team, which upholds rigorous industry standards to guarantee the highest levels of product performance and reliability.

Key Features of Our Technical Support

1. Comprehensive Assistance

   • Expert technical guidance for the optimal use of all Onyx Medical Groups products.
   • Support tailored to your specific equipment and operational requirements.

2. Comprehensive Training Included

   • Training is included with every purchase, providing in-depth operational instructions to ensure you can confidently use your equipment.
   • Training resources include videos, manuals, and operational tips specific to your product.

3. Detailed User Manuals

   • Comprehensive manuals that include treatment protocols, recommendations, and Informed Consent forms for safe and effective use.

4. Updated User Notes

   • Regularly issued updates with clinical advice, product tips, and recommendations to maximize the effectiveness of your equipment.

5. Marketing Support

   • Access to professionally designed brochures, advertisements, and direct marketing tools to promote your services effectively.

6. Online Technical Support

   • Convenient access to expert online support for troubleshooting, maintenance, and user satisfaction.

Customer Obligations for Technical Support

Our training materials, manuals, and ongoing support services are exclusively available to direct purchasers of Onyx Medical Groups products. Buyers acquiring our products through unauthorized third-party sources are not eligible for these services.

To ensure the swift resolution of technical issues, we request your active cooperation by:

• Following our detailed diagnostic instructions.
• Providing photos or videos of the equipment when requested.

This collaborative approach allows us to identify and resolve issues efficiently.

Service and Repairs

1. Diagnosis and Spare Parts

   • If a defect is identified and covered under warranty, we will provide replacement parts at no additional cost, along with detailed installation instructions.

2. Easy Maintenance Design

   • Our equipment features modular components designed for straightforward repairs, minimizing disruption to your operations.

3. Replacement Guarantee

   • If a replacement part does not resolve the issue, you may return the machine, and we will dispatch a new unit promptly.

4. Email Support Turnaround

   • Most system issues can be resolved via email correspondence within 5 business days.

Shipping & Returns for Technical Support

• Shipping Times:
  • In-stock products: 3–10 business days for the USA & Canda, 8-15 business days internationally.
    
• Delays:
  • Onyx Medical Groups is not liable for shipping delays caused by third-party couriers. A delay of up to 30 calendar days is considered reasonable.
• Lost/Damaged Shipments:
  • While Onyx Medical Groups is not directly responsible for lost, stolen, or damaged shipments, we assist in filing claims with the courier.

Returns and Refunds for Technical Support

• Re-routed or Refused Packages:

  • Orders re-routed or delivery refused by the customer are not eligible for refunds. Returned packages incur a 10% fee to cover shipping and associated costs.

• Customs Issues:

  • Orders refused by customs are eligible for a full refund or a free replacement at no cost.

• Signature Requirement:

  • Many packages require a signature upon delivery to ensure safe receipt. Please ensure someone is available to sign for your order at the delivery address.

Our Guarantee

At Onyx Medical Groups, our technical support extends beyond just addressing problems. We are your partner in ensuring seamless business operations, reducing downtime, and maximizing the value of your investment in our products. With training included in your purchase, you can feel confident and supported every step of the way.

If you have questions or require technical support, please reach out to us at onyxmedicalgroups@gmail.com. Our dedicated team is here to assist you.