Difference between revisions of "RMA"

From Teltonika Networks Wiki
 
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__TOC__
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During the <b>return merchandise authorization (RMA)</b> 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 <b>RMA request form</b> 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.
+
== 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:
  
−
<table border=1; style="border-collapse: collapse;">
+
*Repaired;
−
    <tr>
+
*Replaced with a new product;
−
        <th width=750 style="text-align: left;">Hardware issue</th>
+
*Replaced with an equivalent repaired product fulfilling the same functionality;
−
        <th width=200>Eligible for warranty?</th>
+
*Replaced with a different product fulfilling the same functionality in case of EOL for the original product.
−
        <th width=200>Next step</th>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>Device does not start. LEDs do not blink when the device is powered up from a 9-30  VDC PSU.</td>
 
−
        <td style="text-align: center; background: #2EF038;">Yes</td>
 
−
        <td style="text-align: center;">[https://viphelpdesk.teltonika.lt/ Create a new query in VIP Helpdesk]</td>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>Device does not start. Only the power LED lights up when the device is powered up from a 9-30  VDC PSU.</td>
 
−
        <td style="text-align: center; background: #2EF038;">Yes</td>
 
−
        <td style="text-align: center;">[https://viphelpdesk.teltonika.lt/ Create a new query in VIP Helpdesk]</td>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>Ethernet port(s) not functional. Ethernet LED is lit up even if there is nothing connected to the corresponding port.</td>
 
−
        <td style="text-align: center; background: #2EF038;">Yes</td>
 
−
        <td style="text-align: center;">[https://viphelpdesk.teltonika.lt/ Create a new query in VIP Helpdesk]</td>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>Visible physical damage:
 
−
            <ul>
 
−
                <li>on the device's housing;</li>
 
−
                <li>on the device's PCB.</li>
 
−
            </ul>
 
−
        </td>
 
−
        <td style="text-align: center; background: #2EF038;">Yes</td>
 
−
        <td style="text-align: center;">[https://viphelpdesk.teltonika.lt/ Create a new query in VIP Helpdesk]</td>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>Device was damaged because it was operating or being stored outside of the determined temperature range.</td>
 
−
        <td style="text-align: center; background: red;">No</td>
 
−
        <td style="text-align: center;">Contact support</td>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>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).</td>
 
−
        <td style="text-align: center; background: red;">No</td>
 
−
        <td style="text-align: center;">Contact support</td>
 
−
    </tr>
 
−
    <tr>
 
−
        <td>Device was damaged intentionally, accidentally or because of improper use.</td>
 
−
        <td style="text-align: center; background: red;">No</td>
 
−
        <td style="text-align: center;">Contact support</td>
 
−
    </tr>
 
−
</table>
 
−
<br>
 
−
----
 
−
<br>
 
−
Firmware issues are not covered by the warranty service. For example:
 
  
−
<table border=1; style="border-collapse: collapse;">
+
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.
−
    <tr>
+
 
−
        <th width=750 style="text-align: left;">Firmware issue</th>
+
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.
−
        <th width=200>Eligible for warranty?</th>
+
 
−
        <th width=200>Next step</th>
+
==Hardware Issues ==
−
    </tr>
+
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.:
−
    <tr>
+
{|
−
        <td>Device is in boot mode (all 4 Ethernet LEDs are flashing).</td>
+
! style="width:58%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" |Hardware issue
−
        <td style="text-align: center; background: red;">No</td>
+
! 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?
−
        <td style="text-align: center;">Contact support</td>
+
! style="width:32%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" |Next step
−
    </tr>
+
|-
−
    <tr>
+
 
−
        <td>Device is in safe mode.</td>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
−
        <td style="text-align: center; background: red;">No</td>
+
Device does not start. LEDs do not blink at all when device is powered up (power range depends on the device);
−
        <td style="text-align: center;">Contact support</td>
+
*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.
−
    </tr>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"  |
−
    <tr>
+
<font color=" #009900"><b>YES,</b></font>
−
        <td>Device's WebUI is not reachable for an unknown reason.</td>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
−
        <td style="text-align: center; background: red;">No</td>
+
<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] for RMA confirmation or contact your sales manager</b>
−
        <td style="text-align: center;">Contact support</td>
+
|-
−
    </tr>
+
 
−
    <tr>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
−
        <td>The device is unresponsive because the user modified its firmware or installed a firmware not approved by Teltonika.</td>
+
Device does not start. Only the power LED lights up when the device is powered up.
−
        <td style="text-align: center; background: red;">No</td>
+
* 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.
−
        <td style="text-align: center;">Contact support</td>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"  |
−
    </tr>
+
<font color=" #009900"><b>YES</b></font>
−
    <tr>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
−
        <td>There is another issue on the device related to its firmware.</td>
+
<b>Fill out HelpDesk [https://hd.teltonika.lt/ ticket] for RMA confirmation or contact your sales manager</b>
−
        <td style="text-align: center; background: red;">No</td>
+
|-
−
        <td style="text-align: center;">Contact support</td>
+
 
−
    </tr>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
−
    <tr>
+
LAN/WAN ports not working:
−
        <td>There is another issue on the device related to incorrect configuration.</td>
+
* LED indicator does not light up when ethernet cable is inserted;
−
        <td style="text-align: center; background: red;">No</td>
+
* LED indicator light up when no ethernet cable is inserted;
−
        <td style="text-align: center;">Contact support</td>
+
* Make sure that ethernet cables are not damaged or faulty.
−
    </tr>
+
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;"  |
−
</table>
+
<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;" |
 +
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:
 +
*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.
 +
| 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;" | 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.
 +
| 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>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 />
 +
 
 +
==Firmware Issues==
 +
The table below contains information on which firmware related issues are covered by the warranty service and which issues are not:
 +
 
 +
{|
 +
! 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 (all 4 Ethernet LEDs are flashing).
 +
| 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>
 +
|-
 +
 
 +
| 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>
 +
|-
 +
 
 +
| 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>
 +
|-
 +
 
 +
| 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>
 +
|-
 +
 
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
 +
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;"   | 
 +
<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;" |
 +
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;"   | 
 +
<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.
 +
 
 +
<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.
  
−
Recommended course of action when firmware issues are encountered is to contact your sales representative if the device was purchased directly from Teltonika-Networks or contact Teltonika-Networks technical support directly via the VIP HelpDesk system. If you purchased the device elsewhere, contact the distributor that sold you the device.
 
  
−
<span style="color: red;"><b>Important:</b></span> in any of the defined cases, please contact your sales representative before sending the device(s) to warranty.
 
  
 
[[Category:General Information]]
 
[[Category:General Information]]

Latest revision as of 15:31, 16 May 2023

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

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.

Retrieved from "https://wiki.teltonika-networks.com/index.php?title=RMA&oldid=107354"