1. Standard Advantech branded off-the-shelf products and 3rd party off-the-shelf products used to assemble Advantech Configure to Order Service (CTOS) products are entitled to have 2 or 3 years (depending on the product) complete and prompt global warranty service from the date of shipment.

2.All customized products by default carry a 15 months regional warranty service. The actual product warranty terms and conditions may vary based on sales contract.

3.All 3rd party products like HDD, RAM, CPU, LCD etc purchased separately will be covered by the original manufacturer's warranty and time period, and shall not exceed one year of coverage through Advantech.

4.All Advantech battery products by default carry a 12 months standard warranty. Advantech does not offer the extended warranty service for battery product.

If malfunction occurred during the first 30 days (45 days for Premier, Gold and Platinium Channel Partners), Advantech covers all transportation costs and makes repairs in the highest priority or organizes replacement.

1. Cross-Shipment

2. Transport damages, box damages during transport

3. Mechanical damages

1. DOA – Advantech covers all costs of transport, before and after repair using UPS Express
2. In warranty but after DOA period: Advantech covers costs of transport after repair – UPS SGS (standard ground service)

For most cases repair time is up to 10 working days. In cases when Spare Parts are not available on stock repair time may be is increased up to 30 working days. In such situation RMA administration contacts with Customer and mutually aligns correct way how to solve issue.

1. Warranty has been voided by removal or alternation of product or part identification labels.
2. Serial numbers are not readable
3. The product has been misused, abused, or subjected to unauthorized disassembly or modification;
4. The product equipped with a display damage due to image retention caused by displaying static content for an extended period of time.
5. The product has been placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure was caused which ADVANTECH is not responsible for both by accident and other cause. Such conditions will be determined by ADVANTECH at its sole unfettered discretion.
6. The product is damaged beyond repair due to a natural disaster such as a lighting strike, flood, earthquake, etc.

Any Customers modifications are possible only after written approval by Advantech Service Center

Products after warranty repair or replacement keep an original warranty period.

NPF cost is 35EUR in all cases

All Advantech products can be repaired after warranty period. Typical possible service period is up to 5 years after products EOL. Out of warranty process seems as follows:

1. Customer issue RMA case in eRMA system
2. Service Center issue quotation and send to Customer for approval
3. Repair starts after quotation approval.

1. Repairs of boards and modules: flat price depending on the price list
2. Repairs of Systems: Labor 100EUR + Cost of material
3. NPF: 35EUR (regardless of the warranty type)
4. Handling and troubleshooting costs in case of Quotation disagree – 35EUR
5. Service on demand: 1,5EUR/ minute + cost of spare parts
6. Customers with terms of payments PPD need pay under Proforma invoice.

1. Boards and modules – quotations are prepared automatically after receive stage in eRMA system. Only after quotation approval, unit is passed for engineer for checking and testing.
2. Systems – quotation is prepared by the engineer who checked and tested the product.

The repair is started only after receive customer’s quotation approval. Each quotation decision has to be confirmed by CAPTCHA. Without such confirmation, quotation decision is no valid. For customers with PPD payment terms, after quotation approval, Proforma invoice is prepared. Repair process is started after the payment.

Due to fact that during repair process some additional problems can be found quotation may change or repair may become impossible. We inform Customers about such cases in separate e-mail sent during repair process

In case of DISAGREE on quotation on customer’s request we scrap units locally or we send back goods using our forwarder.

For Customer individual request, we can use Customers forwarder account.

Customer covers cost of transport both ways.

Typical repair time is 14 working days + time needed for quotation approval on Customer side.

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 was caused which ADVANTECH is not responsible for both by accident and other cause.

In case when repair of out warranty product is impossible – unit can be send back on Customer cost or be scrapped by service center locally. Scrap process is not available for Customers located outside of European Community and in such case goods must be sent back due to Custom law regulations on Customer cost.

In case of DISAGREE on quotation we send back goods on Customer costs. For Customer individual request, we can use Customers forwarder account.

ADVANTECH will retain custody of a product submitted for repair for one month while it is waiting for quotation approval. If the customer fails to respond within such period, ADVANTECH has right to close case and ship back on Customer cost.

ADVANTECH will take reasonable measures to stay in proper contact with the customer during this one-month period.

To protect our Natural Environment and to lower transportation costs we do not send back replaced components after repair. All components we scrap locally using authorized recycling company. Anyhow, if you are Customer located inside of European Community and due to some reasons you request to have all replaced components back please inform as by send e-mail to: recycling@advantech.com.pl. This notification must be done the same time (the same date) when quotation is being approved. If notification will be done later, it is possible that replaced components will be scrapped already. This components back procedure may be not available for Customers located outside of European Community due to Custom law regulations.

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 can 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: https://erma.ADVANTECH.com.tw with an authorized user ID and password.

Basic product and customer information describe the problems encountered in detail in “Problem Description”. 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.

Customers receive an automatic update about the repair process when following stages are completed: Receive Stage, Repair Stage and Ship Stage.

An actual status of the repair can be checked on ADVANTECH’s RMA web site: https://erma.ADVANTECH.com.tw through a particular RMA number. In case of any doubts or questions customer may contact Customer Service Specialist directly via email RMA.EUROPE@advantech.eu or via phone +48 (0) 22 315-11-00.

Possible repair statuses

1. Processing – Repair process was started by our technician
2. Replacement – A new unit is provided to customer
3. Pass to Factory – Unit is passed to factory for further repair or analysis
4. Pending Customer Reply – Service department waits for details and clarification form customer regarding failure of unit
5. No Problem Found (NPF) – Reported problem was not duplicated by the technician and service department waits for details and clarification form customer regarding failure of unit
6. Pending Quotation Approval – Service department waits for decision from customer regarding quotation (agreement or disagreement), payment (in case of customers with PPD payment terms), or customer’s PO number.
7. Pending Parts – Service department waits for parts which are needed to finish repair
8. Rework – Service department performs rework of unit

After repair units can be configured according to the latest manufacture/assembling documentation and BIOS can be updated to the latest one on Customer request.

ADVANTECH returns each product with a standard “eRma Repair Report” which shows the result of the repair.

Special tests and special reports can be delivered and provided by special Customer request. Service center can charge Customer for non standard tests and documentation

Advantech keeps files data according to individual repair case in the period of 3 years after repair finish.

Typical 2^nd RMA rate is less then 0,5% monthly but in case of no proper repair please follow by rules

1. 2^nd RMA during 30 days is called RMA DOA. If problem occurs directly after repair which means within 5 working days after delivery to Customer site, APSC will cover cost of transport for 2^nd repair both ways

RMA receipt must be printed and attached to the outside side of the box. Lack of RMA receipt may cause rejecting the package and sending it back without any further notice.

We strongly recommend using original boxes if You cannot please pack Your goods very carefully. All products must be returned in properly packed safe ESD material or anti-static bags. We strongly recommend always add Packing List to all shipments also. Goods should be sent without accessories (manuals, cables, etc.). Remove any unnecessary components from the box such as CPU, DRAM, etc please. If you send all these parts back (for example because this is DOA or just you believe they may be part of the problem), please note clearly that they are included in our database in the time when you request RMA number. ADVANTECH is not responsible for any items not listed. Please make sure the "Problem Description" is enclosed and enough comprehensive. Short information like: “Not working” mostly is not enough and increase time of troubleshooting.Please send Your goods to the following address:

1. Advantech Poland Sp. z o.o.
2. ul. Działkowa 121B
3. 02-234 Warsaw
4. POLAND

We would like to ask European Customers located outside European Community to use UPS as forwarding company. Please prepare right invoice using following guidelines (suggest documents you can download from our website):

1. Give a low value to the product on the invoice,
2. Add information “Invoice for custom purposes only with no commercial value, goods for repair”
3. Add information about serial numbers warranty status and RMA numbers
4. Add information about Country of origin of goods

Above information is important to decrease time of goods clearance.

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".

ADVANTECH obviously ships goods after repair by UPS Standard. Per customer requirement, other express services can be adopted, such as DHL, FedEx and etc. If this is a case Customer must bear the costs of such alternative shipment. If you require any special arrangements, please indicate this when you fill request form at erma.advantech.com.tw database.

For out-of-warranty cases, customers must take care and cover the cost of both outward and inward.

Customer can make reclamation in following cases:

1. Box and goods inside are mechanically broken after repair
2. Accessories or additional equipment (CPU, RAM, HDD etc) were missing

In case when box is damaged Customer needs to request damage protocol to UPS courier. Copy of this protocol should be send to RMA administration.

Customer can place reclamation of shipping in 5 working days after receiving goods on Customers site. After that time any reclamation will not be approved in Advantech.