Return For Repair Information; Warranty Returns; Non-Warranty Returns; Repackaging Requirements - EMS eNfusion 1252-A-4100-01 System Description, Installation And Maintenance Manual

SYSTEM DESCRIPTION, INSTALLATION, AND MAINTENANCE MANUAL
eNfusion™ HSD-X and HSD-Xi High-speed Data Terminal
E. Return for Repair Information
To return equipment to EMS SATCOM for repair, follow the Return Materials Authorization
procedure. Failure to comply with this procedure may cause shipping delays and
additional charges.

(1) Warranty Returns

Equipment that qualifies for warranty repair can be returned to EMS SATCOM for
repair or replacement at our discretion. The customer shall pay the shipping costs to
EMS SATCOM and EMS SATCOM will pay for the shipping costs to return the
repaired/replaced terminal to the customer.

(2) Non-Warranty Returns

Equipment that fails to work properly because of improper or negligent use, abuse,
shipping damage, or any other condition can still be returned to EMS SATCOM for
repair or replacement at our discretion. The customer will be notified of the cost to
repair or replace the terminal prior to invoicing for the repair or replacement. The
customer shall pay for the shipping costs to and from EMS SATCOM.

(3) Repackaging Requirements

An HSD-X and HSD-Xi terminal returned to EMS SATCOM must be returned in its
original shipping container. Failure to do so may invalidate the warranty. If an HSD-Xi
terminal shipping container is unavailable, the customer must request a replacement
container from EMS SATCOM or assume responsibility for the packaging and
shipping.

(4) Return Materials Authorization (RMA) Procedure

If it is determined that a terminal must be returned to EMS SATCOM for repair or
overhaul, please follow the RMA procedure below.
1. Have the following information ready before calling EMS SATCOM Product
Support:
• Model (for example HSD-400 terminal)
• Terminal part number (for example, 1252-A-3500)
• Serial number
• Description of failure
• Aircraft tail number, serial number, and aircraft model number
2. Call EMS SATCOM Product Support at 1-888-300-7415 (North America) or
+1-613-591-3086 (rest of the world).
3. An EMS SATCOM Product Support Specialist will attempt to resolve the problem
by telephone. If the terminal must be returned to EMS SATCOM, the Product
Support Specialist will authorize the R&O Coordinator to issue an RMA Number.
4. Pack the HSD-X and HSD-Xi terminal in the original shipping container or an EMS
SATCOM-approved shipping-container.
5. Write the RMA number on the outside of the shipping container and on all shipping
documents and ship prepaid to:
EMS SATCOM (867480857)
23-15-30
5-9
8 MAY 09