Repair Process - Advantech RSB-3730 User Manual

5.3.2

Repair Process

5.3.2.1 Obtaining an RMA Number
All returns from customers must be authorized with an ADVANTECH RMA (Return
Merchandise 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
customer'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 ADVAN-
TECH's RMA website: 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 the "Problem Description" section. 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 in 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.
5.3.2.2 Returning the Product for Repair
It's possible customers can save time and meet end-user requirements by returning
defective products to an authorized ADVANTECH repair facility without an extra
cross-region charge. It is required to contact the local repair center before receiving a
global repair service.
It is recommended to send cards without accessories (manuals, cables, etc.).
Remove any unnecessary components from the card, such as CPU, DRAM, or CF
Cards. If you send all these parts back (because you believe they may be part of the
problem), please note clearly that they are included. Otherwise, ADVANTECH is not
responsible for any items not listed. Make sure the "Problem Description" is
enclosed.
European Customers that are located outside the European Community are
requested to use UPS as the forwarding company. We strongly recommend adding a
packing list to all shipments. Please prepare a shipment invoice according to the fol-
lowing guidelines to decrease the clearance time of goods:
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 the phrase "Invoice for customs purposes only with no commercial value"
on the shipment invoice.
3. Show 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, please attach an invoice with the RMA number to the carton, then write
the RMA number on the outside of the carton and attach the packing slip to save han-
dling time. Please also address the parts directly to the Service Department and mark
the package "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
inappropriately packed.
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