RMA process

Latest revision as of 16:19, 1 February 2010

If your TelcoBridges product needs to be returned, please use the following procedure.

Incomplete or damaged shipments

Any wrong, missing, or damaged items must be reported to TelcoBridges Customer Service Department within ten (10) days of delivery.

Effective warranties

All warranties are based on the original invoice date and are available to the original purchaser only. All warranties are voided if the returned product is found to be abused, scratched, mishandled, modified, or altered in any way. Please refer to TelcoBridges’ Limited Hardware Warranty and Software License Agreement for further information.

RMA processing at TelcoBridges

• TelcoBridges Customer Service Department will evaluate your request and provide an RMA number if required
• TelcoBridges will check the returned product after receipt and validate that it conforms to the procedure described in this document
• All returned products without an RMA number will not be accepted by reception
• TelcoBridges will respond within 15 business days (after receipt of merchandise) with the status of the returned product
• For in-warranty repairs, TelcoBridges will repair the defective product or replace it with a new or refurbished product. Prior to returning the product to the customer, the product will be tested to ensure it is in proper working order. The repair process should generally not exceed 15 business days (after receipt of merchandise)
• For out-of-warranty repairs, returned products will be tested to determine the defect. A fee of $300.00 US will be charged to evaluate the repairs needed. A quote will be sent to the customer providing the cost of repair. The product will be repaired upon receipt of a customer purchase order
• For returned products where no fault is found, a handling charge of $500.00 US will be invoiced. The product will be returned to the customer

Product returns

1) Product returns require a return material authorization (RMA) number which can be obtained from TelcoBridges. To request an RMA number, contact the TelcoBridges Customer Service Department. Contact options can be found at the end of this document.

When contacting the Customer Service Department, please be prepared to provide the following information:

• Your name, company, telephone and fax numbers and e-mail address
• Proof of purchase (part and/or model number and serial number of the product to be returned)
• Reason for product return
• Your return shipping address

IMPORTANT NOTE: RMA numbers are valid for ten (10) days and associated with a product serial number. RMA numbers older than ten (10) days need to be revalidated by calling the TelcoBridges Customer Service Department before product is returned.

2) Once an RMA number has been issued, a confirmation e-mail or fax will be sent to you detailing the RMA number, product authorized for return, together with shipping instructions. You are responsible for the risk of loss and shipping and handling fees when returning products. TelcoBridges will pay for the freight expense to return the repaired products for in-warranty repairs only.

3) It is preferable that the original packing, including any anti-static and foam wrapping be used on all returned product. Should the original product packing not be available, then adequate packing should be used taking into account the method of shipment of the returned product. You are responsible for delivering the product to TelcoBridges safely and undamaged.

4) The RMA number should be clearly marked on all returned product, boxes, packages and accompanying paperwork. RMAs received by TelcoBridges that are not clearly marked may experience delays in the processing of RMA requests.

• We recommend that all returned products be insured and that a tracking number be obtained for the shipment. To speed up the RMA procedure, the tracking number should be sent to the TelcoBridges Customer Service Department as soon as the package is shipped.

Customer service contact options

You may contact TelcoBridges via any of the following options:

• Telephone: +1 450 655 8993 extension 102
• Fax: +1 450 655 9511
• Email: support@telcobridges.com

We thank you for following the above procedure. It will help us process your repairs/claims as quickly as possible.

References

• TelcoBridges' RMA Procedures