Iridium Pilot Installation Manual page 57

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), a simple
and expeditious support solution for the Iridium Pilot Product and Accessories. Customers and Dealers are
encouraged to contact their ISP for Product support.
To initiate a warranty claim, the ISP must first contact Iridium Tier II Customer Care. If it is determined that the
equipment is faulty, a Return Material Authorization (RMA) will be issued by either Iridium's Tier II Customer
Care or Global Warranty Center. An RMA must be obtained prior to returning any equipment.
Iridium offers several solutions for warranty repairs: standard RMA, cross shipments and the Global Service
Program (GSP). (See Section 4.)
2. Iridium Roles
Iridium has primary responsibility for determining if its Product and Accessories is covered under warranty.
Iridium's roles and responsibilities are to:
• Maintain the Tier II Customer Care Center for troubleshooting of faulty Products and Accessories
• Maintain a Global Warranty Center for the issuance of RMAs
• Maintain an Authorized Repair Center for the failure analysis and refurbishment of returned Product and
Accessories
3. Iridium Service Provider Roles
ISPs are the primary interface with the customer. ISPs are not to conduct any type of Product repair, other than
unit replacement. The disassembly or opening of any Product or Accessories shall void the limited warranty.
ISP/Dealers roles and responsibilities include:
• Distribute and update the Product and Accessories with the latest firmware
• Verify that the Product and Accessories is installed correctly, per current version of the Iridium Pilot
Installation Guide
• Contact Iridium Customer Care at +1-480-752-5100 option 2 or datasupport@iridium.com for trouble
shooting assistance
• Perform customer support and fault evaluation
• Determine if a Product or Accessories is defective, including the root cause as much as possible
• If Product or Accessories is not defective, educate the customer in its proper use/function
• Replace defective Level 1 Field Replaceable Units
• Obtain RMA from Global Warranty Center before returning Products or Accessories to Iridium Authorized
Repair Center
• Package and send the defective Product or Accessories, with RMA and supporting documentation to the
Iridium authorized location
4. 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 purchase price of all
Products or Accessories that do not conform to the Iridium Pilot Products Terms and Conditions.
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Iridium Pilot™ Installation Guide
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