RMA Process
Table of Contents
Agent & Client Reseller RMA Process (with aging from original ship date) Warranty Coverage RMA OutcomesAgent & Client
- Support to diagnose issue with device
- Once qualified if there is an issue, ask for warranty check
- Once hardware arrives at our location, we diagnose onsite
- Once issue is confirmed, if warranty still in play, start RMA process with vendor
- Follow vendor RMA process (send back faulty device, get credit or replacement device)
- When replacement device arrives at our location, we test and get to agent/client
Reseller
- Support to diagnose issue with device
- Once qualified if there is an issue, ask for warranty check
- If warranty still in play, start RMA process with vendor
- Follow vendor RMA process (send back faulty device, get credit or replacement device)
- Have replacement shipped to reseller
RMA Process (with aging from original ship date)
| Aging | Agent/Direct Client | Reseller/Service Provider |
| Within 30 days of shipping | Replace (Need phone back in original packaging)
Why did the device not work on site, if it was tested here?
Notify management with Ticket # and full details in internal comments
Shipping Cost: We pay to ship replacement, We cover shipping (ground) back to us
Advanced replacement offered, but tracked by ticket and replacement is billed to the client if the original phone is not returned within 30 days.
No Deductible
|
Replace - Need phone back in original packaging Notify management with Ticket # and full details in internal comments
Shipping Cost: We pay to ship replacement back to us (and we pay to ship to distributor), Partner covers shipping (ground) back to us
NO ADVANCE REPLACEMENT. Partners should have a spare or two they can loan while the device is in RMA status anyway.
No Deductible
|
| Between 31 Days and Warranty Period Expiry |
Shipping Cost: Client pays to ship phone to us, We cover shipping (ground) back to client No Advanced replacement
$45 Deductible per phone
|
Shipping Cost: Client pays to ship phone to us, We cover shipping (ground) back to client No Advanced replacement
$45 Deductible per phone
|
| After Warranty | Send to Partner Team for Action and Quote | Send to Partner Team for Action and Quote |
Warranty Coverage
If the device is replaced part way through warranty, the warranty does not restart, with the exception of initial DOA (within the first 30 days).
| Brand | Warranty Period | Notes |
| Htek | 4 years with maximum 1 replacement | Need RMA Number from Htek |
| Yealink | 2 years with maximum 1 replacement | Send to the original distributor for warranty. An RMA number is required before shipping |
| Grandstream | 2 years with maximum 1 replacement |
Send to the original distributor for warranty. An RMA number is required before shipping |
| Snom | 3 years with maximum 1 replacement | Send to the original distributor for warranty. An RMA number is required before shipping |
| Polycom | 2 years with maximum 1 replacement | Send to the original distributor for warranty. An RMA number is required before shipping |
RMA Outcomes
| Investigation Outcome | Action | Notes |
| No Trouble Found | Return to Client or Partner |
Contact first to ensure they want it back
Ship Ground unless client/partner wants rush and they pay shipping costs
|
| Trouble Found - Repair | Return to Client or Partner |
Ship Ground (31+ days)
Ship Rush if within 30 days
|
| Trouble Found - Replace | Return to Client or Partner |
Ship Ground (31+ days)
Ship Rush if within 30 days
|