Iridium Pilot User Manual page 73

Iridium Pilot Product and Accessories
Warranty Claim Process
1. Overview
This Policy is designed to offer Iridium Pilot customers, through their Iridium Service Provider (ISP or
Service Provider), a simple and expeditious support solution for the Iridium Pilot Product and Accessories.
Customers and Dealers are encouraged to contact their Service Provider for Product support.
Iridium o ffers multip le solution s fo r warran ty repairs: Stan d ard Return Material Authorization (RMA) an d the
Global Service Program (GSP).
The Standard RMA requires Iridium to receive the returned Product or Accessories before shipping
replacemen t Prod uct o r Accessories. If d efectiv e Prod uct o r Accessories issued un der RMA is n o t received
at the Iridium Global Warranty Center, per RMA, within four (4) months from RMA issuance, the RMA will be
cancelled. In the even t th e d efectiv e Pro d uct o r Accesso ries still requires return, a new RMA request and
issuan ce must be issued .
An RMA through the GSP requires the Iridium designated field service provider to perform the warranty
replacemen t and RMA process.
2. RMA through the Iridium Global Service Program
Iridium offers warranty replacement for Iridium Pilot Products or Accessories via the Iridium Global Service
Prog ram (GSP). Th e GSP emplo ys full-time techn ician s trained o n Irid ium Pilot and marin e electronic s . This
service is available 24 hours a day and can be arranged by contacting your Service Provider. Use of the GSP
for warranty repair/replacement is at the discretion of Iridium with authorization from the Service Provider.
The GSP technician will conduct all troubleshooting, remove and/or replace and RMA activities on behalf of
th e Service Provid er.
GSP warranty support and services are provided at no cost, to the Service Provider or customer, in the
ports identified as part of the Iridium Global Service Program. Warranty support in locations outside
th e GSP n etwork is available up o n request. Ad d itio n al ch arges may ap ply for out-o f-n etwork GSP activities .
Additionally, charges may apply for GSP activities in which Iridium deems the Product and/or Accessory to be
out of warranty.
3. Limited Warranty Categories
For warranty repairs, Product or Accessories must be returned with a copy of the Iridium issued RMA form.
Iridium, at its option, shall at no charge to Purchaser either, repair, replace, or refund the wholesale purchase
price of all Products or Accessories that do not conform to the Iridium Pilot Products Terms and Conditions.
If a Product or Accessories sold by Iridium is found to be faulty within the first one hundred twenty (120) days
of use, it is considered to be an out-of-the-box failure. As such, the customer should contact their Service
Provider to coordinate an RMA. The Service Provider will be responsible for all freight charges related to
returning the unit for repair under warranty. Claim must be made within sixty (60) days of equipment failure.
Out-o f-th e -box failure s will be rep laced with new Pro d uct(s) o r Accessories .
Products or Accessories returned under warranty that are greater than one hundred twenty (120) days old
from date of first use and within the warranty period, with proof of sale, may be replaced with factory refur-
bished Prod uct(s) o r Accesso ries . Rep lace m en t Prod uct o r Accesso ries will be warran ted for the balan ce o f th e
o rigin al warranty period , o r six (6) mo n th s fro m sh ipmen t, which ever is g reater. All Pro duct(s) o r Accesso ries
must be returned to Iridium.
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Iridium Pilot User Manual