RMA: Difference between revisions

Latest revision as of 14:30, 23 October 2024

Main Page > General Information > RMA

Introduction

TELTONIKA NETWORKS gives guarantee for its products for a period of 24 months. All batteries carry a reduced 6 month warranty period. If a product fails within mentioned warranty period the product can be:

Repaired;
Replaced with a new product;
Replaced with an equivalent repaired product fulfilling the same functionality;
Replaced with a different product fulfilling the same functionality in case of EOL for the original product.

During the return merchandise authorization (RMA) part of the warranty process, a Teltonika-Networks engineer examines the information provided by a client in an RMA request form in order to determine whether the equipment is eligible for warranty repair. The RMA request form contains company, addressing and malfunctioning product information and must be filled out by the product's owner and approved by a Teltonika-Networks engineer before returning a product.

Please note that warranty coverage does not include issues resulting from intentional damage, accidental damage, or improper use. Refer to the table below for information on which hardware related issues are covered by the warranty service and which issues are not.

Hardware Issues

The table below is designed to help you determine whether your device's hardware issue is covered by our warranty service and whether it needs to be sent in for RMA (Return Merchandise Authorization) or if it can be resolved on-premises. Please read the table carefully and follow the next steps provided.:

Hardware issue	Does device need to be sent under RMA?	Next step
Device does not start. LEDs do not blink at all when device is powered up (power range depends on the device); If client ensures that device does have the needed power supply and still does not start, such device should be sent to warranty.	YES,	Fill out HelpDesk ticket for RMA confirmation or contact your sales manager
Device does not start. Only the power LED lights up when the device is powered up. If client ensures that device does have the needed power supply and still does not start, such device should be sent to warranty.	YES	Fill out HelpDesk ticket for RMA confirmation or contact your sales manager
LAN/WAN ports not working: LED indicator does not light up when ethernet cable is inserted; LED indicator light up when no ethernet cable is inserted; Make sure that ethernet cables are not damaged or faulty.	YES	Fill out HelpDesk ticket for RMA confirmation or contact your sales manager
Modem module is not recognized: Receiving message in WebUI "modem not found"; No visible "Mobile" section in WebUI.	YES	Fill out HelpDesk ticket for RMA confirmation or contact your sales manager
SIM card failure. Device does not see SIM card: Check SIM card itself, if there is no physical damage; Check if SIM card is seen by cell phone or other cellular device; Check if PIN code is not set; Check if device is working with another SIM card, another operator SIM card; Check if mobile antenna is connected.	YES, if none of the mentioned points helps	Fill out HelpDesk ticket for RMA confirmation or contact your sales manager
Damaged antennas and accessories: Visible physical damage on the external mobile antenna; Visible physical damage on the external WiFi antenna; Visible physical damage on the external Bluetooth antenna; Visible physical damage on the external GPS antenna; Visible physical damage on the other external accessories.	NO, warranty is only applicable for Outdoor antennas for routers (PR1ICA70, PR1ICC60, PR1IC860, PR1IC970)	Contact your sales manager
Damage due to improper use: Device was damaged because it was operating or being stored outside of the determined temperature range. Device was damaged because it was operating or being stored not in accordance with its IP (Ingress Protection) code (for example, the device was exposed to too much water or dust because of being placed in improper conditions). Device was damaged intentionally, accidentally or because of improper use.	NO

Firmware Issues

The table below contains information on which firmware related issues are covered by the warranty service and which issues are not:

Firmware issue	Does device need to be sent under RMA?	Next step
Device is in boot mode (all 4 Ethernet LEDs are flashing).	NO	Fill out HelpDesk ticket or contact your sales manager
Device is in safe mode.	NO	Fill out HelpDesk ticket or contact your sales manager
Device's WebUI is not reachable for an unknown reason.	NO	Fill out HelpDesk ticket or contact your sales manager
The device is unresponsive because the user modified its firmware or installed a firmware not approved by Teltonika.	NO	Fill out HelpDesk ticket or contact your sales manager
There is another issue on the device related to its firmware.	NO	Fill out HelpDesk ticket or contact your sales manager
There is another issue on the device related to incorrect configuration.	NO	Fill out HelpDesk ticket or contact your sales manager

The recommended course of action when firmware issues are encountered is to contact your sales representative if the device was purchased directly from Teltonika or contact Teltonika support if HelpDesk access is provided to you. If you purchased the device elsewhere, contact the distributor that sold you the device.

IMPORTANT: in any of the defined cases, please contact your sales representative or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted.

@@ Line 6: / Line 6: @@
 *Repaired;
 *Replaced with a new product;
+*Replaced with an equivalent repaired product fulfilling the same functionality;
+*Replaced with a different product fulfilling the same functionality in case of EOL for the original product.
 During the '''return merchandise authorization (RMA)''' part of the warranty process, a Teltonika-Networks engineer examines the information provided by a client in an RMA request form in order to determine whether the equipment is eligible for warranty repair. The '''RMA request form''' contains company, addressing and malfunctioning product information and must be filled out by the product's owner and approved by a Teltonika-Networks engineer before returning a product.
-However, take note that not all issues are covered by the warranty policy. Refer to the table below for information on which hardware related issues are covered by the warranty service and which issues are not.
+Please note that warranty coverage does not include issues resulting from intentional damage, accidental damage, or improper use. Refer to the table below for information on which hardware related issues are covered by the warranty service and which issues are not.
 ==Hardware Issues ==
-The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:
+The table below is designed to help you determine whether your device's hardware issue is covered by our warranty service and whether it needs to be sent in for RMA (Return Merchandise Authorization) or if it can be resolved on-premises. Please read the table carefully and follow the next steps provided.:
 {|
 ! style="width:58%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" |Hardware issue
@@ Line 18: / Line 20: @@
 ! style="width:32%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" |Next step
 |-
 | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
-Device does not start. LED does not blink at all when device is powered up (power range depends on the device);
+Device does not start. LEDs do not blink at all when device is powered up (power range depends on the device);
-*If client ensures that device does have the needed power supply and still does not start, such device should be sent to warranty.
+*If client ensures that device does have the needed [[Powering options|power supply]] and still does not start, such device should be sent to warranty.
-| rowspan="4" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
-<font color=" #009900"><b>YES, if this issue is true</b></font>
+<font color=" #009900"><b>YES,</b></font>
-| rowspan="5" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |Steps to fill out RMA form:
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
-. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ <sup>1</sup>.
+<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] for RMA confirmation or contact your sales manager</b>
+|-
-. Create new ticket and fill in the information about the non-functioning product.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
+Device does not start. Only the power LED lights up when the device is powered up.
+* If client ensures that device does have the needed [[Powering options|power supply]] and still does not start, such device should be sent to warranty.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
+<font color=" #009900"><b>YES</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] for RMA confirmation or contact your sales manager</b>
+|-
-. Follow the instructions from the engineer and wait until your form is approved.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
+LAN/WAN ports not working:
-. After the form is approved you will get it through E-mail.
+* LED indicator does not light up when ethernet cable is inserted;
+* LED indicator light up when no ethernet cable is inserted;
-. Print the RMA form and send it together with the shipment.
+* Make sure that ethernet cables are not damaged or faulty.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
-<small><sup>1</sup></small> <small>If you do not have a Helpdesk account, please contact your sales manager.</small>
+<font color=" #009900"><b>YES</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] for RMA confirmation or contact your sales manager</b>
 |-
-|Device does not start. Only the power LED lights up when the device is powered up.
-* If client ensures that device does have the needed power supply and still does not start, such device should be sent to warranty.
-|-
-| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
-Visible physical damage (device damaged, antenna connectors damaged...):
-*Visible physical damage on device case;
-* Visible physical damage on device PCB;
-*Visible physical damage on mobile, WiFi, GPS or Bluetooth antenna connectors.
-|-
 | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
 Modem module is not recognized:
 * Receiving message in WebUI "modem not found";
 *No visible "Mobile" section in WebUI.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
+<font color=" #009900"><b>YES</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] for RMA confirmation or contact your sales manager</b>
 |-
 | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
-Sim card failure. Device does not see SIM card:
+SIM card failure. Device does not see SIM card:
-*Check SIM card itself, if there is no physical bending;
+*Check SIM card itself, if there is no physical damage;
-* Check if SIM card is seen by cell phone or other cellular device;
+*Check if SIM card is seen by cell phone or other cellular device;
 *Check if PIN code is not set;
 *Check if device is working with another SIM card, another operator SIM card;
 *Check if mobile antenna is connected.
-| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
 <font color=" #009900"><b>YES, if none of the mentioned points helps</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] for RMA confirmation or contact your sales manager</b>
 |-
-| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
-*Visible physical damage on the external GPS antenna;
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" | Damaged antennas and accessories:
 *Visible physical damage on the external mobile antenna;
 *Visible physical damage on the external WiFi antenna;
 *Visible physical damage on the external Bluetooth antenna;
-*Visible physical damage on the other external accessories.
+*Visible physical damage on the external GPS antenna;
-| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+*Visible physical damage on the other external accessories.
-<font color="bb0000"><b>NO, if at least one issue is true, offer to change an antenna</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
-|Contact your sales manager
+<font color=" #bb0000"><b>NO, warranty is only applicable for Outdoor antennas for routers (PR1ICA70, PR1ICC60, PR1IC860, PR1IC970)</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+<b>Contact your sales manager</b>
 |-
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" | Damage due to improper use:
+*Device was damaged because it was operating or being stored outside of the determined temperature range.
+*Device was damaged because it was operating or being stored not in accordance with its IP (Ingress Protection) code (for example, the device was exposed to too much water or dust because of being placed in improper conditions).
+*Device was damaged intentionally, accidentally or because of improper use.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
+<font color=" #bb0000"><b>NO</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+|-
 |}
 <br />
@@ Line 77: / Line 102: @@
 The table below contains information on which firmware related issues are covered by the warranty service and which issues are not:
-{| class="wikitable"
+{|
-|+
 ! style="width:55%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" |Firmware issue
 ! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" |Does device need to be sent under RMA?
 ! style="width:25%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" |Next step
 |-
 | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
-Device is in boot mode (status LED is blinking fast) – send instruction for device recovery.
+Device is in boot mode (all 4 Ethernet LEDs are flashing).
-| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
-<font color="009900"><b>YES, if unable to revocer device manually</b></font>
+<font color=" #bb0000"><b>NO</b></font>
-| rowspan="3" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
-Steps to fill out RMA form:
+<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] or contact your sales manager</b>
+|-
-. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ <sup>1</sup>.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
+Device is in safe mode.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
+<font color=" #bb0000"><b>NO</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] or contact your sales manager</b>
+|-
-. Create new ticket and fill in the information about the non-functioning product.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
+Device's WebUI is not reachable for an unknown reason.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
+<font color=" #bb0000"><b>NO</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] or contact your sales manager</b>
+|-
-. Follow the instructions from the engineer and wait until your form is approved.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
+The device is unresponsive because the user modified its firmware or installed a firmware not approved by Teltonika.
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
+<font color=" #bb0000"><b>NO</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] or contact your sales manager</b>
+|-
-. After the form is approved you will get it through E-mail.
-. Print the RMA form and send it together with the shipment.
-<small><sup>1</sup></small> <small>If you do not have a Helpdesk account, please contact your sales manager.</small>
-|-
 | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
-Firmware blocked (security firmware) – check firmware description, if it is possible to reflash this firware to base FW.
+There is another issue on the device related to its firmware.
-| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
-<font color=" #009900"><b>YES, if unable to reflash to base firmware</b></font>
+<font color=" #bb0000"><b>NO</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] or contact your sales manager</b>
 |-
 | style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
-Modem failure (Modem initializing, Modem Seems to be Dead).
+There is another issue on the device related to incorrect configuration.
-| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"   |
-<font color=" #009900"><b>YES</b></font>
+<font color=" #bb0000"><b>NO</b></font>
+| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
+<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] or contact your sales manager</b>
 |-
 |}
+The recommended course of action when firmware issues are encountered is to contact your sales representative if the device was purchased directly from Teltonika or contact Teltonika support if HelpDesk access is provided to you. If you purchased the device elsewhere, contact the distributor that sold you the device.
-The recommended course of action when firmware issues are encountered is to contact your sales representative if the device was purchased directly from Teltonika or contact Teltonika support if VIP HelpDesk access is provided to you. If you purchased the device elsewhere, contact the distributor that sold you the device.
+<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted.
-<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted.
-[[Category: Frequently Asked Questions - FAQ]]
 [[Category:General Information]]