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RMA (view source)

Revision as of 15:10, 10 January 2023

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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.
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== 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:
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<table border=1; style="border-collapse: collapse;">
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*Repaired;
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    <tr>
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*Replaced with a new product;
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        <th width=750 style="text-align: left;">Hardware issue</th>
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        <th width=200>Eligible for warranty?</th>
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        <th width=200>Next step</th>
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    </tr>
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    <tr>
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        <td>Device does not start. LEDs do not blink when the device is powered up from a 9-30  VDC PSU.</td>
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        <td style="text-align: center; background: #2EF038;">Yes</td>
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        <td style="text-align: center;">[https://viphelpdesk.teltonika.lt/ Create a new query in VIP Helpdesk]</td>
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    </tr>
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    <tr>
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        <td>Device does not start. Only the power LED lights up when the device is powered up from a 9-30  VDC PSU.</td>
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        <td style="text-align: center; background: #2EF038;">Yes</td>
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        <td style="text-align: center;">[https://viphelpdesk.teltonika.lt/ Create a new query in VIP Helpdesk]</td>
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    </tr>
  −
    <tr>
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        <td>Ethernet port(s) not functional. Ethernet LED is lit up even if there is nothing connected to the corresponding port.</td>
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        <td style="text-align: center; background: #2EF038;">Yes</td>
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        <td style="text-align: center;">[https://viphelpdesk.teltonika.lt/ Create a new query in VIP Helpdesk]</td>
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    </tr>
  −
    <tr>
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        <td>Visible physical damage:
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            <ul>
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                <li>on the device's housing;</li>
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                <li>on the device's PCB.</li>
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            </ul>
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        </td>
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        <td style="text-align: center; background: #2EF038;">Yes</td>
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        <td style="text-align: center;">[https://viphelpdesk.teltonika.lt/ Create a new query in VIP Helpdesk]</td>
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    </tr>
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    <tr>
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        <td>Device was damaged because it was operating or being stored outside of the determined temperature range.</td>
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        <td style="text-align: center; background: red;">No</td>
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        <td style="text-align: center;">Contact support</td>
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    </tr>
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    <tr>
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        <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>
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        <td style="text-align: center; background: red;">No</td>
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        <td style="text-align: center;">Contact support</td>
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    </tr>
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    <tr>
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        <td>Device was damaged intentionally, accidentally or because of improper use.</td>
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        <td style="text-align: center; background: red;">No</td>
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        <td style="text-align: center;">Contact support</td>
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    </tr>
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</table>
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<br>
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----
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<br>
  −
Firmware issues are not covered by the warranty service. For example:
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<table border=1; style="border-collapse: collapse;">
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During the '''return merchandise authorization (RMA)''' part of the warranty process, an engineer examines the information provided by a client in an RMA request form in order to determine whether the equipment is eligible repair, replacement or a refund. 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 Telematics engineer before returning a product.
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    <tr>
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        <th width=750 style="text-align: left;">Firmware issue</th>
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        <th width=200>Eligible for warranty?</th>
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        <th width=200>Next step</th>
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    </tr>
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    <tr>
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        <td>Device is in boot mode (all 4 Ethernet LEDs are flashing).</td>
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        <td style="text-align: center; background: red;">No</td>
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        <td style="text-align: center;">Contact support</td>
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    </tr>
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    <tr>
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        <td>Device is in safe mode.</td>
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        <td style="text-align: center; background: red;">No</td>
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        <td style="text-align: center;">Contact support</td>
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    </tr>
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    <tr>
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        <td>Device's WebUI is not reachable for an unknown reason.</td>
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        <td style="text-align: center; background: red;">No</td>
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        <td style="text-align: center;">Contact support</td>
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    </tr>
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    <tr>
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        <td>The device is unresponsive because the user modified its firmware or installed a firmware not approved by Teltonika.</td>
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        <td style="text-align: center; background: red;">No</td>
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        <td style="text-align: center;">Contact support</td>
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    </tr>
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    <tr>
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        <td>There is another issue on the device related to its firmware.</td>
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        <td style="text-align: center; background: red;">No</td>
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        <td style="text-align: center;">Contact support</td>
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    </tr>
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    <tr>
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        <td>There is another issue on the device related to incorrect configuration.</td>
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        <td style="text-align: center; background: red;">No</td>
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        <td style="text-align: center;">Contact support</td>
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    </tr>
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</table>
     −
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.
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==Hardware Issues ==
 +
The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:
 +
{|
 +
|+
 +
! style="width:58%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" |Hardware issue
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! 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?
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! style="width:32%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" |Next step
 +
|-
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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Device does not start. LED does not blink at all when device is powered up (power range depends on the device);
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*If client ensures that device does have the needed power supply and still does not start, such device should be sent to warranty.
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| rowspan="3" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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<font color=" #009900"><b>YES, if this issue is true</b></font>
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| rowspan="7" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |Steps to fill out RMA form:
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1. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ <sup>1</sup>.
   −
<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.
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2. Create new ticket and fill in the information about the non-functioning product.
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3. Follow the instructions from the engineer and wait until your form is approved.
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4. After the form is approved you will get it through E-mail.
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5. Print the RMA form and send it together with the shipment.
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<small><sup>1</sup></small> <small>If you do not have a Helpdesk account, please contact your sales manager.</small>
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|-
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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Visible physical damage (device damaged, GPS antenna damaged...):
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*Visible physical damage on device case;
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* Visible physical damage on device PCB;
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*Visible deformation of internal battery.
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|-
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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Digital input is not working:
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*Connect DIN to power supply „+“, and check if DIN status changes. If not – send to warranty.
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|-
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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1-wire short circuit:
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*Check 1-wire device type (maybe not supported device (ibutton, temp. sensor);
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*Check connection scheme;
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* Check terminal log (overcurrent message);
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* Measure voltage on 1-wire PWR and GND (should be 3.6V).
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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<font color=" #009900"><b>YES, if all the points are false, but the device still does not send data</b></font>
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|-
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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No GPS (GPS overcurrent, physical GPS antenna damage):
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* Check terminal log, look for overcurrent messages;
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*If overcurrent message is still present after GPS antenna change – send the device to warranty;
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* If overcurrent message is not present after GPS antenna change – change GPS antenna.
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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<font color=" #009900"><b>YES, if overcurrent message is still present after GPS antenna change</b></font>
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|-
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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* No overcurrent messages in log, but still no GPS FIX.
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*Make sure GPS antenna is seeing clear sky;
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*Check NMEA log .log_nmea:x [0- disable; 1- enable] (May be no signal).
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If another device gets GPS FIX with the same antenna – send device to warranty.
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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<font color=" #009900"><b>YES, if another device gets GPS FIX with the same antenna</b></font>
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|-
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
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Sim card failure. Device does not see SIM card (bended sim holder, 3G sim card):
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*Check SIM card itself, if there is no physical bending;
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* Check if SIM card is seen by cell phone or other cellular device;
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* Check if sim card is 2G (GSM) capable;
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*Check if PIN code is not set;
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*Check if device is working with another SIM card, another operator SIM card;
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*Check if GSM antenna is connected.
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
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<font color=" #009900"><b>YES, if none of the mentioned points helps</b></font>
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|-
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
 +
*Visible physical damage on the external GPS antenna;
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*Visible physical damage on the external cellular antenna.
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
 +
<font color="bb0000"><b>NO, if at least one issue is true, offer to change an antenna</b></font>
 +
|
 +
|-
 +
|}
 +
<br />
 +
 
 +
==Firmware Issues==
 +
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.
 +
| 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>
 +
| rowspan="3" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
 +
Steps to fill out RMA form:
 +
 
 +
1. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ <sup>1</sup>.
 +
 
 +
2. Create new ticket and fill in the information about the non-functioning product.
 +
 
 +
3. Follow the instructions from the engineer and wait until your form is approved.
 +
 
 +
4. After the form is approved you will get it through E-mail.
 +
 
 +
5. 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.
 +
| 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>
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|-
 +
| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: left;" |
 +
Modem failure (Modem initializing, Modem Seems to be Dead).
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| style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |
 +
<font color=" #009900"><b>YES</b></font>
 +
|-
 +
|}
 +
 
 +
 
 +
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.
 +
 
 +
[[Category: Frequently Asked Questions - FAQ]]
    
[[Category:General Information]]
 
[[Category:General Information]]
Retrieved from "https://wiki.teltonika-networks.com/view/Special:MobileDiff/101363"

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