FAQs
General Questions
Q1. What is the Online Portal?
A. The Online Portal is our online catalog where our U.S. customers can purchase Siemens Enterprise Communications MAC products and services and conduct other business online at their leisure, without business hour boundaries. The offerings will grow over time as we enhance the Online Portal.
Q2. What are the benefits of using the Online Portal applications?
A. The Online Portal provides direct access for MAC and Service orders rather than calling into the Support Center 800 number.
Save Money - Receive a 5% discount on specific Catalog Products when you buy online.
Q3. If I have a question or problem using the Online Portal, whom do I contact?
A. Please contact the SEN Customer Support Center at 1.800.835.7656 or the National Customer Support Center at 1.800.628.7656.
Q4. Can I modify an existing MAC or Service request using the Online Portal?
A. No. To make a change to a MAC or Service request, please contact the SEN Customer Support Center at 1.800.835.7656 or the National Customer Support Center at 1.800.628.7656.
Registration & Access
Q1. How do I become a registered user?
A. We are dedicated to make the Online Portal a secure place to conduct business; therefore, you must initially request an ID and Password from Siemens Enterprise Communications, Inc.
The information on the registration requests is used to validate the authority of the user to create new user IDs and passwords for a particular customer or enterprise. Your ID and Password can be obtained by completing and submitting the Online Portal Registration Form.
In the near future, you will have the ability to designate an individual within your own enterprise to perform the role of site or enterprise Security Administrator. Information on how to set up Security Administrator enablement will be provided soon.
Q2. How long does it take to get an ID and Password?
A. Typically we will respond to the e-mail address provided on the registration form by the next business day.
Q3. What is a registered user?
A. A registered user is a person set up with an ID and password necessary for accessing the Online Portal.
Q4. Is the Online Portal password case-sensitive?
A. Yes, for example, if you create your password using upper and lower case characters (e.g. Siemens1234) you MUST login with that exact format every time.
Service Functions
Q1. What are Service Functions?
A. The Service Functions section of the Online Portal allows registered users to have real-time access to the status of service tickets. Additionally, you have the ability, accessing our user-friendly application, to create and submit new service tickets online using your own terms to describe the problem and instantaneously receive a work order number for the service request. You no longer need to call the SEN Customer Support Center.
Q2. Will I receive the same level of support for my service request as if I had called the 800 number?
A. Yes. The processing of a service request is the same as if you had called our SEN Customer Support Center.
Q3. How do I know what equipment I should select when placing a service request?
A. If you are experiencing trouble with your telephones, select the main switch. If you are experiencing trouble with your Xpressions application system, select Xpressions.
Q4. What should I do if my normal callback number is the number that is unavailable due to system problems?
A. Please include an alternate number where you can be reached in the Statement of Work comments section.
MAC Catalog
Q1. What is the MAC Catalog?
A. The MAC Catalog is a dynamic online catalog containing MAC (Moves, Adds & Changes) products from Siemens Enterprise Communications as well as certified Siemens Ready partner products.
Orders placed online are responded to with an immediate email confirmation containing your work order number.
Registered Online Portal customers will receive discounts on applicable MAC products with every purchase. Additionally, we will be offering periodic promotions that will only be available to our customers that do business with us online.
There are two ways to access the catalog: a) as a registered user, and b) as a guest. Guests have access to the catalog contents; however, you must be a registered user in order to place catalog orders. Please refer to the Registration section for more information on how to become a registered user and place catalog orders.
Q2. If I enter a MAC order via the online MAC Catalog, should I follow up with a call to the Customer Support Center?
A. No. You will receive a confirmation screen with a work order number and an e-mail confirming that your order was placed.
Q3 . Does the 5% discount apply to the total amount of the order?
A. The 5% discount is calculated and applied to the parts subtotal amount only, it is not applied to any labor, tax or shipping amounts that may be part of the order.
Q4. Will I be notified if the product I order from the online MAC Catalog is on back order?
A. The products in the MAC Catalog are regularly stocked and available for shipment - it is unlikely that any of these products would be on back order. If you have questions concerning the status of your catalog order, you can view the status online using Customer Support or contact the SEN Customer Support Center at 1.800.835.7656 or the National Customer Support Center at 1.800.628.7656. When you call, please provide the work order assigned when you placed your order online.
General Returns Policy