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After-Sales Support

We're here
after the
sale.

Leo
Leo Technical Support Engineer
Available · Dubai HQ
Phone +971 4 346 3342 WhatsApp Start a Chat Email Open a Ticket

The sale is not the end of our relationship — it's the start. Technical help, warranty, repairs, training: every MediaCast customer has a real specialist behind them, reachable by phone.

Technical Support

Certified specialists on Blackmagic Design, Universal Audio, Vizrt and 60+ brands. Real answers by phone, WhatsApp or email.

Warranty & Repair

Authorised service for major brands. We manage the whole process — you deal with us, not a foreign support portal.

Training & Certification

DaVinci Resolve, NDI, Universal Audio and more. Hands-on at MCX. Free for customers, structured for resellers.

Reseller Support

Dedicated channel programme. Co-marketing, leads, training and technical backup for 50+ partners across 15+ countries.

Response Times

You'll hear back.
Quickly.

These are our actual response windows — not aspirational targets. Contact us during business hours and this is what to expect.

Issue Type
First Response
Resolution Target
Escalation
Channel
Technical query — product operation
Same day
Within 24 hours
Brand support if needed
Phone · WhatsApp · Email
Software / firmware issue
2–4 hours
24–48 hours
Manufacturer engineering
Email · Remote session
Warranty claim — hardware fault
Within 24 hours
5–10 business days
Authorised service centre
Email · In-person at MCX
Out-of-warranty repair
1–2 business days
Quote within 3 days
Managed by MediaCast
Email · Phone
Broadcast-critical system down
Immediate
Best-effort same day
Senior engineer direct
Phone only
Training request
Within 48 hours
Scheduled within 2 weeks
—
Email · MCX booking
Fast track (<4 hours)
Standard (24–48 hours)
Emergency — call direct
Business hours: Mon–Fri, 9am–6pm GST
Warranty & Repair

We manage the
whole process.
Not just the first step.

When something breaks, most distributors point you at the manufacturer and step back. We don't. MediaCast manages from initial diagnosis through to return — authorised service with our key brands means you're never passed to a stranger.

Bring it to MCX in Dubai or ship it to us. We assess, quote if out of warranty, and handle the rest.

Log a Repair Request Bring It to MCX
The Repair Process
1
Contact Leo
Phone, WhatsApp or email. Describe the fault — we'll confirm immediately whether it's a warranty claim, a simple fix or a physical repair.
2
Bring It In or Ship It
Drop off at MCX Dubai or ship to our warehouse. We confirm receipt and begin assessment within one business day.
3
Assessment & Quote
In-warranty: no charge. Out-of-warranty: clear quote before any work begins. No surprises.
4
Repair & Return
Completed by authorised engineers. Returned tested and documented with a service report.
Authorised

Blackmagic Design

Full warranty and repair on cameras, switchers, converters, DaVinci panels and all BMD hardware.

Authorised

Universal Audio

Apollo interfaces, UAD hardware, Luna peripherals and all UA-branded audio equipment.

Authorised

Vizrt

Broadcast graphics systems, TriCaster and NewTek hardware across MENA & Turkey.

Authorised

60+ Portfolio Brands

MediaCast is an authorised service centre for the majority of brands we carry — warranty and repair handled directly by our certified team, not passed to a foreign portal.

Training & Certification

Know the gear.
Use it properly.

Every major brand in our portfolio comes with training built around it. Certified specialists run workshops at MCX — hands-on, practical sessions for working professionals.

Free for end customers. Structured programmes for reseller sales teams. Sessions run at MCX or at your facility for group bookings.

Book a Training Session Visit MCX
DaVinci Resolve — Colour & Edit
From fundamentals to advanced node-based colour. Full-day and half-day formats.
Certified
Universal Audio — Studio Setup
Apollo interface configuration, UAD plug-in workflows, Luna recording setup.
Certified
NDI & IP Video Networking
BirdDog, Netgear AV, VLAN configuration and full IP production workflow design.
Workshop
Blackmagic Camera & ATEM
URSA, Pyxis, Cinema Camera operation plus live production with ATEM switchers.
Free
Reseller Sales Training
Product knowledge and positioning workshops for reseller teams. Run quarterly across MENA & Turkey.
Channel
About you
Your issue
Responded within 4 business hours, Mon–Fri.

Request sent.

Leo's team will be in touch within 4 business hours.

Your Support Contact
Leo
Technical Support Engineer

+971 4 346 3342
support@mediacastsys.com
Bring it inMCX Experience Centre, Barsha Heights, Dubai
Response CommitmentAll requests within 4 business hours. Broadcast emergencies: call direct, we pick up.
Business Hours
Monday – Friday
9:00 am – 6:00 pm GST

Dubai HQ · Barsha Heights
Reseller & Channel Support

We support the partners
who support your customers.

Technical Backup

Your customers ask hard questions. Leo's team is behind you — pre-sale configuration advice, post-sale troubleshooting, escalation to manufacturers. You're not selling alone.

Get partner support →

Partner Training

Regular product knowledge sessions. Your sales team learns the portfolio, the positioning, the workflows — so they can recommend confidently. Run quarterly at MCX.

Request training →

Become a Reseller

Authorised locations in 15+ countries. If you're selling professional AV in MENA or Turkey and want the strongest portfolio in the market behind you — talk to us.

Apply to join →
< 4Hour Response Time
60+Brands Supported
30+Years Supporting Customers
50+Specialists on Team

Something's not working?
We'll fix it.

Call Leo directly, send a WhatsApp, or fill in the form above. Support is not a separate department here — it's the same team that sold you the gear. They know it.

Call +971 4 346 3342 WhatsApp
Send a Support Request Visit MCX
Begin the Conversation

Start wherever it feels easiest. Visit us, message us, call us or send the details through. We will guide you to the right person and the right next step.

Six ways to
engage us.

01
+

Visit MCX.center

Come in, explore the portfolio and spend time with the technology in person at our Experience Centre in Barsha Heights.

Visit MCX
02
+

Browse
MCX.store

Explore MediaCast's online store for professional technology, trusted brands and expert support whenever you need it.

Visit MCX.store
03
+

Submit a Brief

Tell us what you are working on. We will help shape the right route, with clear options, pricing and next steps.

Begin Brief
04
+

WhatsApp

Need a quick answer? Reach out for product advice, availability checks or simply a helping hand from the team.

Open WhatsApp
05
+

Telephone

Prefer to speak to someone? Give us a call and we will connect you with the right person.

Call Now
06
+

Email

For quotations, project discussions and anything that deserves a more detailed conversation.

Send Email