Repair Process - Advantech ROM-5620 User Manual

7.3.1.2 Repairs Under Warranty
It is possible to obtain a replacement (Cross-Shipment) during the first 30 days of the
purchase. Contact your original Advantech supplier to organize returns for Dead on
Arrival products (if the products were purchased directly from Advantech). The DOA
Cross-Shipment excludes any damage incurred during shipping as well as custom-
ized and/or built-to-order products.
For those products which are not DOA, the return fee to an authorized Advantech
repair facility will be at the customers' expense. The shipping fee for refurbished
products from AAdvantech back to customers' sites will be Advantech's expense.
7.3.1.3 Exclusions From Warranty
The product is excluded from warranty if:
The product has been found to be defective after expiry of the warranty period.

Warranty has been voided by removal or alternation of product or part identifica-

tion labels.
The product has been misused, abused, or subjected to unauthorized disas-

sembly/modification; placed in an unsuitable physical or operating environment;
improperly maintained by the customer; or failure caused which Advantech is
not responsible whether by accident or other cause. Such conditions will be
determined by Advantech at its sole unfettered discretion.
The product is damaged beyond repair due to a natural disaster such as a light-

ing strike, flood, earthquake, etc.
Product updates/upgrades and tests upon the request of customers who are

without warranty.
7.3.2

Repair Process

7.3.2.1 Obtaining an RMA Number
All returns from customers must be authorized with an Advantech RMA (Return Mer-
chandise Authorization) number. Any returns of defective units or parts without valid
RMA numbers will not be accepted; they will be returned to the customer at the cus-
tomer's cost without prior notice.
An RMA number is only an authorization for returning a product; it is not an approval
for repair or replacement. When requesting an RMA number, please access Advant-
ech's RMA web site: http://erma.Advantech.com.tw with an authorized user ID and
password.
You must fill out basic product and customer information and describe the problems
encountered in detail in "Problem Description". Vague entries such as "does not
work" and "failure" are not acceptable.
If you are uncertain about the cause of the problem, please contact Advantech's
Application Engineers (AE). They may be able to find a solution that does not require
sending the product for repair.
The serial number of the whole set is required if only a key defective part is returned
for repair. Otherwise, the case will be regarded as out-of-warranty.
7.3.2.2 Returning Products for Repair
It's possible for customers to save time and meet end-user requirements by returning
defective products to any authorized Advantech repair facility without an extra cross-
region charge. Customers are required to contact the local repair center before using
global repair services.
Customers should send cards without accessories (manuals, cables, etc.). Remove
any unnecessary components from the card, such as CPU, DRAM, and CF Card. If
you return these parts (because you believe they may be part of the problem), please
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