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Advantech B+B SmartWorx, Usti nad Orlici, Czech Republic

Service Policy

Warranty Period

Advantech B+B SmartWorx Usti nad Orlici, Czech Republic warrants that each product shall be free from defects in material and workmanship. Warranty is applicable solely to the original user and is not transferable. Warranty period for each product is mentioned in the table below.

Product Family Warranty (Years)
BB-CGU04xxx 2
BB-CDAxxx 2
BB-ER75xxx 2
BB-ER2xxx 2
BB-CR2xxx 2
BB-UR2xxx 2
BB-LR2xxx 2
BB-XR2xxx 2
BB-RR2xxx 2
BB-LL2xxx 2
BB-LH2xxx 2
BB-RTxxx 2
BB-ERTxxx 2
BB-SR30xxx 3
BB-SL30xxx 3
BB-ST3xxx 3
BB-SG3xxx 3

*Please contact our service department on repairs@advantech-bb.cz in case that your device is not mentioned in tables.

Repairs under Warranty

Pursuant to the warranty, within the warranty period, Advantech B+B SmartWorx Usti nad Orlici, Czech Republic, at its option will:

1. Repair the product;

2. Replace the product with a functional equivalent;

Exclusions from Warranty

These warranties are expressly conditioned upon proper storage, installation, connection, operation and maintenance of products in accordance with their written specifications.

Notwithstanding the foregoing, under no circumstances shall Advantech B+B SmartWorx Usti nad Orlici, Czech Republic have any warranty obligations or any other liability for: (i) any defects resulting from wear and tear, accident, improper use by the buyer or use by any third party except in accordance with the written instructions or advice of the Advantech B+B SmartWorx Usti nad Orlici, Czech Republic as the manufacturer of the products, including without limitation surge and overvoltage conditions that exceed specified ratings, (ii) any products which have been adjusted, modified or repaired by any party other than Advantech B+B SmartWorx Usti nad Orlici, Czech Republic or (iii) any descriptions, illustrations, figures as to performance, drawings and particulars of weights and dimensions contained in the Advantech´s catalogs, price lists, marketing materials or elsewhere since they are merely intended to represent a general idea of the products and do not form part of this price quote and do not constitute a warranty of any kind, whether express or implied, as to any of the Advantech B+B SmartWorx´s Usti nad Orlici, Czech Republic products.

THE REPAIR OR REPLACEMENT OF THE DEFECTIVE ITEMS IN ACCORDANCE WITH THE EXPRESS WARRANTY SET FORTH ABOVE IS Advantech B+B SmartWorx´s Usti nad Orlici, Czech Republic SOLE OBLIGATION UNDER THIS WARRANTY. THE WARRANTY CONTAINED IN THIS SECTION SHALL EXTEND TO THE ORIGINAL USER ONLY, IS IN LIEU OF ANY AND ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, AND ALL SUCH WARRANTIES AND INDEMNITIES ARE EXPRESSLY DISCLAIMED, INCLUDING WITHOUT LIMITATION (I) THE IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE AND OF MERCHANTABILITY AND (II) ANY WARRANTY THAT THE PRODUCTS ARE DO NOT INFRINGE OR VIOLATE THE INTELLECTUAL PROPERTY RIGHTS OF ANY THIRD PARTY. IN NO EVENT SHALL Advantech B+B SmartWorx Usti nad Orlici, Czech Republic BE LIABLE FOR LOSS OF BUSINESS, LOSS OF USE OR OF DATA INTERRUPTION OF BUSINESS, LOST PROFITS OR GOODWILL OR OTHER SPECIAL, INCIDENTAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES. ADVANTECH B+B SMARTWORX USTI NAD ORLICI SHALL DISREGARD AND NOT BE BOUND BY ANY REPRESENTATIONS, WARRANTIES OR INDEMNITIES MADE BY ANY OTHER PERSON, INCLUDING WITHOUT LIMITATION EMPLOYEES, DISTRIBUTORS, RESELLERS OR DEALERS OF B+B SMARTWORX USTI NAD ORLICI, CZECH REPUBLIC WHICH ARE INCONSISTENT WITH THE WARRANTY, SET FORTH ABOVE.

Obtaining an RMA Number

All returns from customers must be authorized with Advantech B+B SmartWorx, Usti nad Orlici, Czech Republic RMA (Return Merchandise Authorization) number. Any returns of defective units or parts without a 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:http://erma.advantech.com.tw/pro/CustomerForm/requestform/repair_aonline/abb_usti#1.

You must fill out basic product and customer information and describe the problems encountered in detail in "Problem Description". Vague entries such as "does not work" and "failure" or “fatal error” are not acceptable.

If you are uncertain about the cause of the problem, please contact Advantech B+B SmartWorx’s Tech Support. They may be able to find a solution that does not require sending the product for repair.

The serial number of the complete product is required if only a defective part is returned for repair. Otherwise, the case will be regarded as out-of-warranty.

Returning the Product for Repair

If you send accessories or additional parts back (because you believe they may be part of the problem), please note clearly that they are included. Advantech B+B SmartWorx Usti nad Orlici, Czech Republic is not responsible for any items not listed. Ensure the "Problem Description" is enclosed.

For cases involving international shipments, Advantech B+B SmartWorx Usti nad Orlici, Czech Republic strongly recommends adding a packing list to all shipments. Please prepare a shipment invoice according to the following guidelines to decrease goods clearance time:

  1. Avoid excessive values for the product on the invoice, or additional charges may be levied by customs that will be borne by the sender.
  2. Add information "Invoice for customs purposes only" on the shipment invoice.
  3. Show RMA number/s, product number/s

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 RMA Service Department.

All products must be returned properly packaged:

  1. Durable package;
  2. Prevent the product from moving inside the package;
  3. If multiple units are shipped in one shipping box, ensure that each product has its own packaging or sufficient protective layer.

Advantech B+B SmartWorx Usti nad Orlici, Czech Republic reserves the right to return unrepaired items at the customer's cost if inappropriately packed.

For DOA cases, Advantech B+B SmartWorx Usti nad Orlici, Czech Republic will take full responsibility for the product and transportation charges. If the items are not truly DOA, but fail within warranty, the sender will bear the freight charges. The sender will bear freight charges for DOA cases that are later determined to be No Problem Found (NPF). Therefore, customers are strongly advised to contact Advantech B+B SmartWorx´s Tech Support before returning DOA units. For out-of-warranty cases, customers must cover the cost and take care of both outward and inward transportation.

Service Charges

The product is excluded from warranty if:

  1. The product is repaired after expiry of the warranty period.
  2. The product is tested or calibrated after expiry of the warranty period, and a No Problem Found (NPF) result is obtained.
  3. 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 B+B SmartWorx Usti nad Orlici, Czech Republic is not responsible whether by accident or other cause. Such conditions will be determined by Advantech B+B SmartWorx Usti nad Orlici, Czech Republic at its sole unfettered discretion.
  4. The product is damaged due to a natural disaster such as a lighting strike, flood, earthquake, etc.

If a product has been repaired by Advantech B+B SmartWorx Usti nad Orlici, Czech Republic, and within six months after such a repair the product requires another repair for the same problem, Advantech B+B SmartWorx Usti nad Orlici, Czech Republic 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 B+B SmartWorx Usti nad Orlici, Czech Republic is not responsible whether by accident or other cause.

Before starting out-of-warranty repairs, Advantech B+B SmartWorx Usti nad Orlici, Czech Republic will send a Quotation with the repair charges. When you remit the funds, please reference the invoice number from Customer invoice. Advantech B+B SmartWorx Usti nad Orlici, Czech Republic reserves the right to deny repair services to customers that do not return or sign the Quotation.

In case that device is out of warranty and customer does not agree with quotation we will charge 21EUR for diagnostic. Customer can choose between returning the unrepaired device at its expense or scraping the unit.

Repair Report

Advantech B+B SmartWorx Usti nad Orlici, Czech Republic returns each product with a "Repair Report" which shows the result of the repair.

A more detailed "Repair Analysis Report" may be available to customers upon request if the defect is caused by Advantech B+B SmartWorx Usti nad Orlici, Czech Republic design or manufacturing.

Custody of Products Submitted for Repair

Advantech B+B SmartWorx Usti nad Orlici, Czech Republic will retain custody of a product submitted for repair for three months while it is waiting for return of a signed quotation. If the customer fails to respond within such period, Advantech B+B SmartWorx Usti nad Orlici, Czech Republic will close the RMA and return the product at the customer’s expense. Advantech B+B SmartWorx Usti nad Orlici, Czech Republic will take reasonable measures to stay in proper contact with the customer during this three month period.

Shipping Back to Customer

The forwarding company for RMA returns from Advantech B+B SmartWorx Usti nad Orlici, Czech Republic to customers is selected by Advantech B+B SmartWorx Usti nad Orlici, Czech Republic.

Return Policy

The following Return Policy below applies to from Advantech B+B SmartWorx Usti nad Orlici, Czech Republic general purchase customers. If you have a question about the Return Policy that applies to you, please contact your Sales Representative.

In all cases an RMA number must be obtained from our staff prior to returning any products. Any RMA Returned without an RMA number will be rejected by our receiving department. All RMA numbers are valid for 60-days from the date of issuance.

1. All returns to Advantech B+B SmartWorx Usti nad Orlici, Czech Republic for credit must be authorized in advance with Advantech B+B SmartWorx Usti nad Orlici, Czech Republic return material authorization (RMA) number. To receive an RMA number, the customer should complete and submit the Credit RMA form from the Advantech B+B SmartWorx Usti nad Orlici, Czech Republic website:http://erma.advantech.com.tw/Pro/CustomerForm/creditform/Index/abb_usti

2. Material returned to Advantech B+B SmartWorx Usti nad Orlici, Czech Republic for credit shall be subject to a restocking fee based on the following schedule:

Within 30 days from the invoice date:
0% for standard products
More than 30 days from the invoice date:
Allowed only with special approval from Advantech B+B SmartWorx Usti nad Orlici, Czech Republic
Subject to restocking fee not to exceed 20%

3. Returns are only acceptable in NEW condition.Advantech B+B SmartWorx Usti nad Orlici, Czech Republic will not accept returns of products that were modified by a customer. The products must be in their original packaging, including anti-static bags, etc. Advantech B+B SmartWorx Usti nad Orlici, Czech Republic reserves the right to assess additional restocking fees to cover damages or missing items discovered upon return and inspection by the Advantech B+B SmartWorx Usti nad Orlici, Czech Republic RMA Dept.

4. Customers are responsible for all freight charges to return material to Advantech B+B SmartWorx Usti nad Orlici, Czech Republic.

5. In no case will outbound freight charges billed on the original invoice be credited to the customer when material is returned.

6. All custom orders are non-returnable and non-cancelable.

7. Once an RMA is issued for return of material, it is valid for 60 days. It is the responsibility of the customer to ensure the material is returned within this time frame.

8. Material returned to Advantech B+B SmartWorx Usti nad Orlici, Czech Republic that is not shown on the initial Credit RMA request will be returned to the customer at their expense. Any RMA returned without an RMA number will be rejected by our receiving department.

9. All software items may only be returned if unopened.

10. Assembly, test and burn-in, freight and other service charges are NOT refundable.

11. Advantech B+B SmartWorx Usti nad Orlici, Czech Republic reserves the right to revise any part of the above without notice.