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.
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.
Hardware Issues
The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:
Hardware issue | Does device need to be sent under RMA? | Next step |
---|---|---|
Device does not start. LED does not blink at all when device is powered up (power range depends on the device);
|
YES, if this issue is true |
Fill out VIPHelpDesk 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.
|
YES, if this issue is true |
Fill out VIPHelpDesk ticket for RMA confirmation or contact your sales manager |
LAN/WAN ports not working:
|
YES, if this issue is true |
Fill out VIPHelpDesk ticket for RMA confirmation or contact your sales manager |
Modem module is not recognized:
|
YES, if this issue is true |
Fill out VIPHelpDesk ticket for RMA confirmation or contact your sales manager |
SIM card failure. Device does not see SIM card:
|
YES, if none of the mentioned points helps |
Fill out VIPHelpDesk ticket for RMA confirmation or contact your sales manager |
|
NO, if at least one issue is true, offer to change an antenna |
Contact your sales manager |
|
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 |
Contact support |
Device is in safe mode. |
NO |
Contact support |
Device's WebUI is not reachable for an unknown reason. |
NO |
Contact support |
The device is unresponsive because the user modified its firmware or installed a firmware not approved by Teltonika. |
NO |
Contact support |
There is another issue on the device related to its firmware. |
NO |
Contact support |
There is another issue on the device related to incorrect configuration. |
NO |
Contact support |
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.
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.