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Global Service Policy |
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PURPOSE
ADVANTECH has established the following guidelines to provide customers the best support and shortest turn-around time possible. |
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Obtaining an RMA Number |
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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 ADVANTECH's RMA web site: 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 "Problem D escription". 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 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. |
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Returning the Product for Repair |
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It's possible customers can save time and meet end-user requirements by returning defective products to an y authorized ADVANTECH repair facility without an extra cross-region charge . It is required to contact the local repair center before offering global repair service.
It is recommended to s end cards without accessories (manuals, cables, etc.). Remove any unnecessary components from the card, such as CPU, DRAM , and CF Card . 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 r esponsible for any items not listed . Make sure the " Problem Description " is enclosed.
European Customers that are located outside European Community are requested to use UPS as the forward ing company .We strongly recommend adding a packing list to all shipments.Please prepare a shipment invoice according to the following guidelines to decrease goods clearance time:
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Give a low value to the product on the invoice, or additional charges will be levied by customs that will be borne by the sender. |
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Add information "Invoice for customs purposes only with no commercial value" on the shipment invoice. |
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Show RMA numbers, product serial numbers and warranty status on the shipment invoice. |
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Add information about Country of origin of goods |
In addition, please attach an invoice with RMA number to the carton, then write the RMA number 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 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.
Besides that, "Door-to-Door" transportation such as speed post is recommended for delivery, otherwise, the sender should bear additional charges such as clearance fees if Air-Cargo is adopted.
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. |
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Service Charges |
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The product is excluded from warranty if
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The product is repaired after expiry of the warranty period. |
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The product is tested or calibrated after expiry of the warranty period, and a No Problem Found (NPF) result is obtained. |
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The product, though repaired within the warranty period, has been misused, abused, or subjected to unauthorized disassembly/modification; placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure caused which ADVANTECH is not responsible whether by accident or other cause. Such conditions will be determined by ADVANTECH at its sole unfettered discretion. |
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The product is damaged beyond repair due to a natural disaster such as a lighting strike, flood, earthquake, etc. |
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Product updates and tests upon the request of customers who are without warranty. |
If a product has been repaired by ADVANTECH, and within three months after such a repair the product requires another repair for the same problem, ADVANTECH will do this repair free of charge. However, such free repairs do not apply to products which have been misused, abused, or subjected to unauthorized disassembly/modification; placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure caused which ADVANTECH is not responsible whether by accident or other cause.
Before we start out-of-warranty repairs, we will send you a pro forma invoice (P/I) with the repair charges. When you remit the funds, please reference the P/I number listed under "Our Ref". ADVANTECH reserves the right to deny repair services to customers that do not return the DOA unit or sign the P/I. Meanwhile, ADVANTECH will scrap defective products without prior notice if customers do not return the signed P/I within 3 months.
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Repair Report |
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ADVANTECH returns each product with a "Repair Report" which shows the result of the repair. A "Repair Analysis Report" is also provided to customers upon request. If the defect is not caused by ADVANTECH design or manufacturing, customers will be charged US$60 or US$120 for in-warranty or out-of-warranty repair analysis reports respectively. |
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Custody of Products Submitted for Repair |
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ADVANTECH will retain custody of a product submitted for repair for one month while it is waiting for return of a signed P/I or payment (A/R). If the customer fails to respond within such period, ADVANTECH will close the case automatically. ADVANTECH will take reasonable measures to stay in proper contact with the customer during this one month period. |
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Shipping Back to Customer |
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The forwarding company for RMA returns from ADVANTECH to customers is selected by ADVANTECH. Per customer requirement, other express services can be adopted, such as UPS, FedEx and etc. The customer must bear the extra costs of such alternative shipment. If you require any special arrangements, please indicate this when shipping the product to us . |
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