Global Service Policy; Warranty Policy; Repair Process - Advantech RSB-4710 User Manual

4.3

Global Service Policy

4.3.1

Warranty Policy

The warranty policy for Advantech products is provided below.
4.3.1.1 Warranty Period
Advantech branded off-the-shelf products and third-party off-the-shelf products used
to assemble Advantech's Configure-to-Order products are entitled to a two-year
global warranty. Products defect in design, materials, or workmanship are covered
from the date of shipment.
All customized products will have a 15-month regional warranty by default. The
actual product warranty terms and conditions may vary based on the sales contract.
All third-party products purchased separately will be covered by the original manufac-
turer's warranty and time period, and shall not exceed one year of coverage through
Advantech.
4.3.1.2 Repairs Under Warranty
It is possible to obtain a replacement product (cross-shipment) within the first 30 days
after purchase. Contact your original Advantech supplier to arrange a replacement if
the product was purchased directly from Advantech and was DOA (dead-on-arrival).
The DOA cross-shipment excludes any shipping damage, customized and/or build-
to-order products.
For products that are not DOA, the return fee to an authorized Advantech repair facil-
ity will be at the customer's expense. The shipping fee for reconstructed products
from Advantech back to the customer will be at Advantech's expense.
4.3.1.3 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 the product or part iden-

tification 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 from which Advantech is not
responsible whether by accident or other cause. Such conditions will be deter-
mined by Advantech at its sole discretion.
The product is damaged beyond repair due to a natural disaster, such as a light-

ing strike, flood, earthquake, etc.
The product is sent for updates, upgrades, or tests at the request of the cus-

tomer who is without warranty.
4.3.2

Repair Process

4.3.2.1 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. To request an RMA number, visit Advantech's RMA web-
site: http://erma.advantech.com.tw and use an authorized user ID and password.
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