Assistance - Smart Generation

Would you like assistance with your product or an order?

You are in the right place.

Write a message by filling out the form below, remember to also include your phone number if you need a quick contact.
Our technical team will get back to you within 24 hours. Thank you for choosing us!

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For what reason do you require assistance?

If the reason is not listed contact us directly.

Order number (if you are already our customer)

Find the order number in your email or account. It is the numeric code followed by the hash mark (#)

Product serial code

It is the unique serial number of the device. If you cannot find it, contact support at +39 0902937812

Explain more about the request

Attach additional files

Click or drag files to this area to upload them. You can upload up to 3 files.

From a smartphone or tablet you can also take photos by clicking the box. It is not mandatory to add the files.

Your name

Your email

Also check the SPAM box if you do not receive our communications

Your phone number

GDPR

I consent to the storage of my data in accordance with the provisions of the European Data Protection Regulation No. 679/2016, GDPR

Do you need to send a product in for service?

If you have already spoken with our colleagues and have been asked to send us a product for repair, please note that before sending it, you will need to download our service form, fill it out and attach it to the package that will be delivered to us.

DOWNLOAD OUR SERVICE FORM

PLEASE NOTE: Assistance will not be handled in the absence of the properly completed and submitted form.

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Frequently asked questions about Smart Generation®
What happens if I buy on a public holiday?

Whatever day or time you shop at Smart Generation® your order will be immediately validated and reserved. It will be 100% shipped to you on the first available business day and you will have the right of first refusal on orders after yours.

Don't worry, you can always contact us during business days and deal with our customer service department for any changes to the order placed on weekends or holidays.

If a device does not work what is the process?

Should you fall within the few cases of malfunction or warranty, simply open a support ticket in the "Help & Support" section.

We offer you:

- Home pickup of the damaged product entirely at our expense (within the first 14 days of purchase), or shipment of the damaged product at your expense (during the warranty period)

- Warranty seal break-in verification and then warranty validation checks on the object

- Functional pre-testing, which also includes the approximately 40 tests conducted in the initial Reconditioning phase

- Repair under warranty, fully paid for by us and, if not repairable, full replacement of the logic board or device with an equal or superior model

- Reshipment entirely at our charge, by express courier (insured shipping, with 2-day delivery within Italy)

Repair time depends on the type of problem encountered, but in 95% of cases the whole process does not take longer than 15 working days (plus shipping time).

Do you issue a purchase invoice? Does the product contain VAT?

We invoice each item for sale only if the "Invoice" button present in the data compilation phase is clicked, otherwise you will be issued a regular receipt valid for warranty.

In the case of electronic invoicing, either the VAT number, a PEC email address or the SDI (SDI) Recipient Code must be present.
In the absence of these data, a tax receipt will be issued that cannot later be changed to an invoice.

All products for sale on the site are inclusive of taxes and charges (including SIAE fees). We have explained the sales schemes on our marketplace in detail in the "Billing" section.

If I don't like a product, can I return it?

We offer the option to withdraw from the purchase within 14 days of receiving the device, regardless of the reason.

However, in the case of returns for a so-called "afterthought," i.e., for a reason not dependent on the company's negligence, the shipping of the item will be borne by the buyer and there will be a deduction of the costs incurred that cannot be recovered.

You can find out more in the "Return" section on this page.

How does payment with Carta Del Docente work?

We have explained everything very precisely in a dedicated link, which can be accessed CLICKING HERE.

What is the password of the computer I purchased?

In order to provide a better shopping experience, once we have done a total data erasure of a computer we allow ourselves to configure it for you, as we want to verify that the installed operating system is fully functional in every part.

On each Reconditioned computer then, a standard user name is entered(example MacBook Pro), and a password that is also written in a sticker attached to the product itself.

The password usually entered is smart

If you still have problems in recovering the password, please contact us, we will be able to reset it together.

What is the difference between keyboard layouts?

- International keyboards are the most similar to Italian keyboards; alphabetic and numeric characters are placed in the same order. The only more "obvious" difference relates to accented characters. They are in fact not natively placed on the keyboard, but can be typed by pressing the key you wish to accent longer.

Example: to type the letter "À" just hold down the letter "A" for a long time. Accent selection will automatically appear on the screen (kind of like on iPhone and iPad).

- Swedish/German/Spanish keyboards are almost identical to Italian, again the major difference is on the accented characters. In this case we provide a professional kit of stickers that will totally transform the keyboard into Italian, so there will be no difference at all from domestic keyboards.

Italian keyboard conversion kits can be purchased for less than 10€, directly in the category "Accessories of other brands".

Do refurbished devices lose IP67 / IP68 waterproofing?

Every used device picked up by Smart Generation always undergoes hardware and software checks to ensure complete functionality.

Specialized technicians also completely disassemble products to carry out their internal cleaning, so any used product previously declared waterproof by the manufacturer loses this feature when it is put back on sale as Reconditioned.

Delivery time ? What happens once the purchase is made ?

Your order will be processed immediately.

If you complete your purchase by 12:30 pm,same-day fulfillment will be possible, and then delivery in Italy in 2/3 days and in Europe in 4/5 days via DHL express courier (insured for the full amount).

After the time limit has passed, we will ship on the next business day.

In the event that the purchase is made by Bank Transfer, we will be able to process and fulfill the order only after receiving the actual crediting of the amount (normally within 24 hours after sending the transfer).
What payment methods do you accept?
PayPal, or any credit or prepaid card including PostePay, PostePay Evolution, Visa, Mastercard, Visa Electron, American Express, Masterpass, Lottomaticard, Diners.
Immediate product fulfillment.

Bank transfer in advance, sending you an email with our bank details once the purchase is completed.
Product processing on the day of credit.

Teacher's Card in just 2 clicks with immediate validation of your voucher.
Immediate product fulfillment.

Cash on delivery, so you can pay cash directly to the courier any order under 5000€.
Immediate product fulfillment.

ScalaPay or Klarna in case of deferment in 3 installments or 30-day payment.
Immediate product fulfillment.

Pagodil (by Cofidis) if you wish to pay up to 12 installments with your bank account.
Product fulfillment 6 hours after order issuance.