RMA

Applies To

This information applies to the innovaphone device repair procedure.

More Information

Problem Details

innovaphone entertains a repair service for devices acquired from or through innovaphone. This service is available to innovaphone customers with valid innovaphone account id. Resellers will usually refer to their distributor, end customers to their reseller.

This article describes the access to the new RMA web interface.

System Requirements

You need to have a valid innovaphone account id. You will find this e.g. on any invoice received from innovaphone. If you don't have an account, refer to your reseller or distributor for repair.

Procedure

To have a device repaired (regardless of warranty), you need to request a returned material autorization (RMA). Devices returned to us without RMA-Id will not be repaired and will returned to you on your expense.

To apply for an RMA-ID, you will visit rma.innovaphone.com.

This is the information you need to have at hand:

• your innovaphone account id
• the device serial number
• the detailed defect description
• contact data for the person handling the request from an administrational perspective
• contact data for the person handling the request from a technical perspective
• the shipping address for the replacement unit
• if you have received it from your sales representative, a good will id

Normally, you need to apply for a separate RMA-Id for each individual device. Bulk submissions with only a single RMA-Id are not accepted.

Upon submission of your request you will receive the RMA-ID. This will be used in all communications to your regarding the issue. The RMA-Id in fact is an issue-ID and you will see all RMA issues in your weekly status overview.

You can send the defective device to us right away (previously, we forced you to wait for support to contact you and validate the RMA request. This is no longer necessary)!

In most cases, the defective unit will be repaired. In some cases we will send you a replacement unit. Advance Replacement may be available under special support agreement. Contact innovaphone representative for details.

Hints

You can bookmark the RMA website at any stage, so you can resume it later or avoid typing your standard data (such as account-id etc.) every time.

When you have completed data entry for one device, you can click on 'Restart' and you will be asked only for the device specific data again for the next device.

If the device in question does not have a serial number (e.g. a headset), then you leave the serial number field empty and enter the description into the Device Type (not less than four characters) field.

If you only want to return part of a device and have it exchanged with a spare part (e.g. a telephone handset), then you would still enter the affected devices serial number into the serial number field and note this in the Detailed defect description field.

Known Problems

To protect the privacy of your account data, you must enter both matching account number and ZIP code. However, the ZIP code obviously has to match the ZIP code we have in our records. If this is incorrect for some reasons, this will create a problem. If the form complains about non-matchig account and ZIP code, please try different format (e.g. no spaces at all) or try to leave out parts of the ZIP (e.g. if your ZIP code is 1234 BC, try 1234 instead).