Advantech RSB-3720 User Manual page 62

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. They may be able to find a solution that does not require send-
ing the product in for repair.
The serial number of the entire product is required even if only a component is
returned for repair. Otherwise, the case will be regarded as out-of-warranty.
4.3.2.2 Returning the Product for Repair
Customers may be able 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 their local repair center before
global repair service will be offered.
We recommend sending cards without accessories (manuals, cables, etc.). Remove
any unnecessary components from the card, such as the CPU, DRAM, and CF card.
If you send all these parts back (because you believe they may be part of the prob-
lem), please clearly state that they are included. Otherwise, Advantech will not be
responsible for any items not listed. Ensure that the Problem Description is enclosed.
European customers who are located outside the European community are requested
to use UPS as the shipping company. We strongly recommend adding a packing list
to all shipments. Please prepare a shipment invoice according to the fol- lowing
guidelines to minimize goods clearance time:
1. Give a low value to the product on the invoice, or additional charges will be lev-
ied by customs that will be borne by the sender.
2. Add information "Invoice for customs purposes only with no commercial value"
on the shipment invoice.
3. List RMA numbers, product serial numbers, and warranty status on the ship-
ment invoice.
4. Add information about the country of origin of the goods
In addition, attach an invoice with the RMA number to the carton, write the RMA num-
ber on the outside of the carton, and attach the packing slip to save handling time.
Please also address the parts directly to the Service Department and mark the pack-
age "Attn. RMA Service Department".
All products must be returned in properly packed ESD material or anti-static bags.
Advantech reserves the right to return unrepaired items at the customer's cost if inap-
propriately packed.
Door-to-Door transportation, such as speed post, is recommended for delivery. Oth-
erwise, the sender should bear additional charges such as clearance fees if air cargo
shipment methods are used.
Should DOA cases fail, Advantech will take full responsibility for the product and
transportation charges. If the items are not DOA, but fail within warranty, the sender
will bear the freight charges. For out-of-warranty cases, customers must cover the
cost and take care of both outward and inward transportation.
61 RSB-3720 User Manual