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In case the customer can't define the cause of problem, please contact Avalue application
engineers. Sometimes when the problem can be resolved even before the customer sends
back the product.
On the other hand, if the customer only returns the key parts to Avalue for repair, it is
necessary that the serial number of the entire unit is given in the "Problem Description" field,
so that warranty period can be ruled accordingly; or Avalue will handle the case as an
Out-of- warranty case.
3.2 Return of faulty product for repair
It is recommended that the customer not to return the accessories (manual, connection
cables, etc.) with the products for repair, devices such as CPU, DRAM, CF memory card,
etc., shall also be removed from the faulty goods before return for repair. If these devices
are relevant to described repair problems and necessary to be returned with the goods;
please clearly indicate the items included in the eRMA application form. Avalue shall not be
responsible for any item that is not itemized. Moreover, make sure the problem(s) are
detailed in the "Problem Description" field.
In the list of delivery, the customer may fill-in a value which is lower than the actual value, to
prevent customs levying a higher tax over the excessive value of the return goods. The
customer shall be held responsible for extra fees caused by this. We strongly recommend
that "Invoice for customs purpose only with no commercial value" be indicated on the
delivery note. Also for the purpose of expedited handling, please printout the RMA number
and put it in the carton, also indicate the number outside of the carton, with the recipient
addressing to Avalue RMA Department.
When returning the defective product, please use an anti-static bag or ESD material to pack
it properly. In case of improper packing resulting in damages in the transportation process,
Avalue reserves the right to reject the un-repaired faulty good at the customer's costs.
Furthermore, it is suggested that the faulty goods shall be sent via a door-to-door courier
service. The customer shall be held responsible for any customs clearance fee or extra
expenses if Air-Cargo is used for the delivery.
In case of a DOA situation of a new product, Avalue will be responsible for the product and
the freight. If the faulty goods are within the warranty period, the sender will take
responsibility for the freight. For an out-of-warranty case, the customer shall be responsible
for the freight of both trips.
3.3 Maintenance Charge
Avalue will charge a moderate repair fee for the following conditions:
•
The warranty period has expired.
•
Product has been altered or its label of the serial number has been torn off.
•
Product functionality issues resulting from improper use by the user, unauthorized
dismantle or alteration, unfit operation environment, improper maintenance, accident
Quick Reference Guide
ARC-21W38 Quick Reference Guide
7
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