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 issue||Eligible for warranty?||Next step|
|Device does not start. LEDs do not blink when the device is powered up from a 9-30 VDC PSU.||Yes||Create a new query in VIP Helpdesk|
|Device does not start. Only the power LED lights up when the device is powered up from a 9-30 VDC PSU.||Yes||Create a new query in VIP Helpdesk|
|Ethernet port(s) not functional. Ethernet LED is lit up even if there is nothing connected to the corresponding port.||Yes||Create a new query in VIP Helpdesk|
|Visible physical damage:
||Yes||Create a new query in VIP Helpdesk|
|Device was damaged because it was operating or being stored outside of the determined temperature range.||No||Contact support|
|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).||No||Contact support|
|Device was damaged intentionally, accidentally or because of improper use.||No||Contact support|
Firmware issues are not covered by the warranty service. For example:
|Firmware issue||Eligible for warranty?||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|
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.
Important: in any of the defined cases, please contact your sales representative before sending the device(s) to warranty.