At MCX.STORE, we are committed to providing high-quality customer support to ensure a smooth and satisfactory shopping experience. If you encounter any issues with your order or the products you have purchased, our dedicated support team is here to assist you.

Contacting Support

For any support inquiries, please contact our support team at support@mcx.store. When reaching out to our team, please ensure that you provide the following information to help us resolve your issue efficiently:

  • Invoice Number: A copy or reference to your invoice number is required for all support inquiries. This helps us verify your purchase and process your request swiftly.
  • Serial Number: You must provide the serial number of the product (if applicable) so that we can track the item’s origin and warranty status.
  • Fault Description: A detailed explanation of the issue you are experiencing is necessary to accurately diagnose the problem. Please include any error messages, performance issues, or physical defects.

Additional Information Requests

Depending on the nature of the issue, MediaCast may request additional information from you, including but not limited to:

  • Photos or videos of the product or fault
  • Logs or error reports (if applicable to electronic or software products)
  • Confirmation of troubleshooting steps you have taken before contacting support

Customers are encouraged to provide all relevant details in a timely manner to expedite the resolution process.

Support Process

Once we receive your inquiry, our support team will assess the issue and advise on the best course of action. This may include:

  • Remote Troubleshooting: Our team will provide step-by-step guidance to help resolve the issue without needing to return the product.
  • Repair or Replacement: If the product is faulty due to a manufacturing defect and cannot be resolved remotely, we will guide you through the return or exchange process as outlined in our Warranty Policy. Depending on the product and the issue, repairs or replacements may take a certain amount of time.
  • Manufacturer’s Support: In some cases, we may direct you to the product manufacturer’s support team for further assistance, particularly if the issue is related to specific software or hardware functionalities beyond our scope.

Response Time

Our support team aims to respond to all inquiries within 48 hours (excluding weekends and public holidays). In some cases, complex issues may take longer to investigate, but we will keep you updated throughout the process.

Out of Warranty Support

If your product is outside the warranty period, we still encourage you to contact us for assistance. While we may not be able to offer free repairs or replacements, we can provide guidance on the next steps and options available, including potential repair services at a cost.

Limitations of Support

  • Third-Party Products: Support is only available for products purchased directly from MCX.STORE. For third-party or unrelated items, we recommend contacting the original point of sale.
  • Exclusions: Certain issues that arise from improper use, negligence, accidental damage, or modifications made by the customer may not be covered under our standard support procedures. In such cases, customers may be liable for any repair or replacement costs.

For any questions or clarification regarding our support policies, feel free to reach out to us at support@mcx.store.