Service - 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, please contact us directly.

Order number (if you are already our customer)

You will find the order number in your e-mail or in your account. It is the numeric code followed by the hash mark (#)

Product serial code

This is the unique serial number of the device. If you cannot find it, please contact support on the number +39 0902937812

Explain more about the request

Attach additional files

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

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

Your Name

Your email

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

Your telephone number

GDPR

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

do you have to send a product for service?

If you have already spoken to our colleagues and have been asked to send us a product for repair, please remember that before sending it, you will have to download our service form, fill it in 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 duly 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 sent to you at 100% on the first working day and you will have the right of first refusal on orders following yours.

Don't worry, you can always contact us during working days and talk to our customer service for any changes to the order placed over the weekend or on holidays.

If a device does not work, what is the procedure?

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

We offer you:

- Home collection 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 Breakdown Verification and then validation checks of the warranty on the object

- Functional pre-testwhich also includes the approximately 40 tests carried out during Initial Reconditioning

- Repair under warranty, totally at our charge and, if not repairable, complete replacement of the logic board or device with an equal or superior model

- Reshipment entirely at our chargeby express courier (insured shipping, delivery within 2 days within Italy)

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

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

We only invoice each article for sale if the button is clicked 'Invoice' present at the data compilation stage, otherwise you will be issued with a regular receipt valid for the guarantee.

In the case of electronic invoicing, the VAT No.an email address PEC or the Recipient Code (SDI).
In the absence of this data, a receipt will be issued, which cannot later be changed into an invoice.

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

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

We offer the possibility 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 'reconsideration', i.e. for a reason not due to negligence on the part of the company, the shipping of the item will be borne by the purchaser and the costs incurred will be deducted.

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

How does payment by Carta Del Docente work?

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

What is the password for the computer I purchased?

In order to provide you with a better shopping experience, once we have completely wiped the data from a computer, we allow us 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, a standard user name is then 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

Should you still have problems retrieving your password, please contact us, and we will be able to reset it together.

What is the difference between keyboard layouts?

- International Keyboards are the most similar to the Italian ones, the alphabetical and numerical characters are placed in the same order. The only more 'obvious' difference relates to accented characters. They are not natively entered on the keyboard, but can be typed by pressing the key you wish to accentuate for longer.

Example: To type the letter 'À', simply hold down the letter 'A'. An accent selection will automatically appear on the screen (a bit like on the iPhone and iPad).

- Swedish/German/Spanish keyboards are almost identical to the Italian ones, again the main difference is in the accented characters. In this case, we supply a professional sticker kit that will totally transform the keyboard into Italian, so there will be no difference at all to the Italian 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 water resistance?

Every used device taken back by Smart Generation is always subjected to hardware and software checks to ensure full functionality.

Specialised technicians also completely disassemble the products for internal cleaning, so any used products previously declared waterproof by the manufacturer loses this characteristic 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 p.m., you will be able to make thesame-day escapedelivery in Italy in 2/3 days and in Europe in 4/5 days via express courier DHL (insured for the full amount).

After the time limit we will ship on the next working day.

In the event that the purchase is made through Bank Transferwe will only be able to process and dispatch the order once we have received the actual credit of the sum (normally within 24 hours after the transfer has been sent).
Which payment methods do you accept?
PayPalor any credit card o prepaid card including PostePay, PostePay Evolution, Visa, Mastercard, Visa Electron, American Express, Masterpass, Lottomaticard, Diners.
Immediate product dispatch.

Bank transfer in advanceWe will send you an e-mail with our bank details once you have completed your purchase.
Product dispatch on the day of credit.

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

Markso you can pay cash directly to the courier for any order under 5000€.
Immediate product dispatch.

ScalaPay o Klarna in the case of deferment in 3 instalments or payment in 30 days.
Immediate product dispatch.

Pagodil (by Cofidis) if you wish to pay up to 12 instalments with your bank account.
Product dispatch 6 hours after order placement.