RMA: Difference between revisions

From innovaphone wiki
Jump to navigation Jump to search
(New page: ==Applies To== This information applies to the innovaphone device repair procedure. ''The web site mentioned below is currently in beta. You are nevertheless encouraged to use it for rea...)
 
m (Howto:RMA moved to RMA)
(No difference)

Revision as of 18:03, 25 January 2008

Applies To

This information applies to the innovaphone device repair procedure.

The web site mentioned below is currently in beta. You are nevertheless encouraged to use it for real RMA as it saves time on both ends.


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

You need to apply for a separate RMA-Id for each individual device. Bulk submission 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 will be contacted by innovaphone personal regarding the issue (either by email or by phone). This is to avoid unnecessary shipments in case the device can be recovered remotely.

Only when it is determined that the device has to be repaired you may sent it to innovaphone, along with its RMA-Id.

In most cases, a replacement unit will be shipped to you as soon as your RMA shipment is received here. So you will not need to wait for your device to be repaired. 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.