Advantech RMA Policy and Process Reference Guide



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Advantech America RMA Policy and Process Reference Guide

ADVANTECH has established the following guidelines to give our customer the best support and shortest service turn-around time possible. ADVANTECH tech support staff is available to assist you in resolving any product or application difficulties you may have. In many cases we are able to resolve problems quickly over the phone without necessitating a product return.

All returns from customers must be authorized with an Advantech Return Material Authorization number. Return Material Authorization number is void after 30 days.

All Product returns fall into two categories:

1. Repair/Cross shipment (please contact an Application Engineer for your region)

2. Return for Credit (please contact a Sales Engineer/Sales Administrator for your region)

1.0 Warranty

1. Warranty period

The warranty period be two-years parts and labor for all ADVANTECH parts or products except PPC, IPPC, AWS, FPM, TPC and HMI series for which the warranty is one-year parts and labor. All Non- ADVANTECH products will be covered by the original manufacturers’ warranty and time period and shall not exceed one year of coverage through ADVANTECH. The warranty period of ODM product shall be covered by origin service contract. The warranty will be void if a product has been subjected to conditions beyond normal wear and tear.

1.2 Exclusions from warranty

The product is treated as exclusion from warranty if:

• The product has been found to be defective after expiry of the warranty period.

• The product has been subjected to misuse or unauthorized disassembly, modification, unsuitable physical or operating environment, improper maintenance by customer, or failure caused which ADVANTECH is not responsible whether by accident or other cause. Such conditions will be determined by ADVANTECH in its sole unfettered discretion.

• Product is damaged beyond repair due to nature disasters, for example, lighting strike, flood, earthquake, etc.

• Warranty will be voided by removal or alteration of product or parts identification labels.

• Other products and accessories not manufactured by ADVANTECH are limited to the warranty provided by the original manufacturer. Examples of such products and accessories include RAMs, HDDs, FDDs, CPUs, fans, and so on.

• Consumable items (fuses, batteries, LCDs, backlights, etc.) and Non- ADVANTECH supplied software or interfacing.

1 Extended and global warranty services

Extended warranty and global repair services are provided to customers upon request. It is based on the unit price of invoice and for a maximum term of five years warranty in total after shipment date.

A service contract is required for all extended or global warranty service and ODM product. Any order quantity less then 100 units per year that would lead to higher service expense based on the ADVANTECH Standard Warranty Service Rate.

The extended warranty and global warranty service coverage must be ordered within first 90 days following purchase.

2.0 Repair Process

The customer will be responsible and liable for any missing or damaged parts, and to either insure the product or assume the liability for loss or damage during transit. Please list all items you plan to send to us. ADVANTECH is not responsible for any items not listed.

All returns from customers must be authorized with an ADVANTECH Return Material Authorization number or they will be refused at the ADVANTECH dock and returned to the customer. Return Material Authorization number is void after 30 days, and must be clearly marked on the exterior of the original shipping container or equivalent.

RMA # is only an authorization for returning a product, it is not an approval for repair or replacement. Returned products will be inspected and the appropriate action will be determined by RMA Department. Proper handling, packaging, and shipping of products allow for quick processing of your request and helps ensure product quality. To save handling time, address the product directly to the ADVANTECH RMA Department and please include the RMA No. (s) on your return for identification purposes. The numbers should be visible on the package.

Any returns that do not meet this requirement will deny as determined by the ADVANTECH RMA Dept. Please contact the RMA Department at (408) 519-6841 and have your RMA number ready when making inquiries. Typical warranty repair RMA processing time is 5 working days after receipt of goods.

2.1 Cross Shipment:

It is possible to obtain a replacement (cross-shipment) during the first 30 days of the purchase, if the products were purchased directly from ADVANTECH and if the product fails to function upon initial arrival. These are the only conditions in which a replacement product is provided. The return must be no damaged, altered or marked, with all included parts and accessories as originally shipped, along with proof of purchase.

2.2 Warranty Repair

During the warranty period, ADVANTECH agree to service and provide all parts and labor necessary to repair or replace covered product to its proper operating condition consistent with ADVANTECH product specifications. Repair or replacement parts and products will be furnished on an exchange basis and will be either new or reconditioned.

ADVANTECH offer 1-way charge for return shipment, customers pay one-way charge by shipping to ADVANTECH service center. Unless requested, the shipping priority level is "UPS Ground or FedEx Saver". The customer must pay for the additional charges for an alternate shipping method.

2.3 Out of Warranty Repair

The product has been determined to be exclusion from warranty and will be returned at

Customers expense, subject to estimated parts, labor and shipping costs, will be given to customer’s approval and PO # or disposition in advance, if

• The product has been found to be defective after expiry of the warranty period.

• Warranty will be voided by removal or alteration of product or parts identification labels.

• The product though repaired within the warranty period, has been subjected to misuse or unauthorized disassembly, modification, unsuitable physical or operating environment, improper maintenance by customer, or failure caused which ADVANTECH is not responsible whether by accident or other cause.

• Product is physically damaged beyond repair due to nature disasters or improperly packaged and shipped

• Product updates, reworks, and tests upon the request of customers who are without warranty.

• Systems out of warranty repair including FPMs will incur a $90 evaluation fee with actual repair charges to be determined after receipt and evaluation in AASC. The $ 90 evaluation fee is not refundable if the customer chooses not to have the unit repaired by ADVANTECH.

• Board level out of warranty repairs requires an evaluation fee of $ 105.00. This fee will not be charged if the customer chooses not to have the unit repaired by ADVANTECH. The actual repair fee does not include 3rd party peripherals that may need to be replaced on the board.

If a product has been repaired by ADVANTECH, and within three months after such repair the product requires further repair for the same problem, ADVANTECH will effect such further repair free of charge. However, such free repair does not apply to a product, which has been subjected to misuse, abuse, and unauthorized repair or with different defective problem.

ADVANTECH will repair the out of warranty unit but no responsible to guarantee to

performed this repair service based on lack of spare parts and / or any tech reason.

The out of warranty service charge for out-sourcing product, such as LCD and HDD, is based on the price charged by supplier plus 5% handling charge; moreover, the warranty rendered by supplier is the standard warranty for the transaction.

Out of warranty repair service charge:

System Repair = Material Cost + Laboring charge / $90 per unit + 2 way freight charge

Board Repair = $105.00 /per board + 2 way freight charge

Repair charge of out-sourcing product = [Repair charge of supplier * (1 + 5%)]

Rework Service = Material Cost + (Total rework hrs * $60.00 per hr) + 2 way freight charge

4. Repair service for phased-out products

ADVANTECH offers a continuous repair service for two year after the date of announcement of the product phase-out. The service may very.

3.0 Credit Process

ADVANTECH provide 30-day money back guarantee on our products (special-order items excluded). ADVANTECH is not responsible for any items not listed. The customer will be responsible and liable for any missing or damaged parts, and to either insure the product or assume the liability for loss or damage during transit. Customers are responsible for all canceling order and freight charges to return material to ADVANTECH.

3.1 Credit Return Term

No material shall be accepted for return if requested more than 90 days from the original invoice date. Material returned to ADVANTECH for credit shall be subject to a restocking charge based on the following schedule.

0 - 30 days 0% For DOA 61- 90 days 30% Restock Fee

31- 60 days 20% Restock Fee 90+ days No Returns Accepted

Approved Evaluation Orders (Option 401) are exempt from restocking fees if requested to be returned within 60 days from date of invoice and re-saleable condition. After 60 days the above policy will apply.

3.2 Credit Return Rules

All material returned to ADVANTECH must be in re-saleable condition as determined by ADVANTECH. Material should be returned in original ADVANTECH boxes and include all original packaging, manuals, disks, and other originally included hardware and components. Returns that do not meet this requirement may be denied or subject to an additional restocking charge as determined by the ADVANTECH RMA Dept. Damaged items are not accepted.

Integration charges, assembly, test, or other service related charges should not be credited.

Returns for Special Order material or material not normally stocked by ADVANTECH, such as ODM / OEM product (T-model) material or product for project base use (Y/ X model) will be NCNR (No Credit & No Return) or authorized for credit or cross ship only if our vender will accept the material for return and / or replace. If accepted, any restocking charges imposed by our vender for this material above and beyond our normal restocking fees will be passed along to the customer.

• Engineer sample

Acceptable, but RBU responsible for refurbished cost, re-sell and slow moving

• Standard product (OEM) with hardware modification

Not acceptable, NCNR (No Credit No Return)

Exception handling: acceptable with charge under business decision making by

RBU

• Standard product with S/W (BIOS) modification & Remove accessories

S/W (BIOS) modification: Acceptable, with no charge on modification.

Remove accessories: Acceptable, with charge on modification

4. Shipping Procedure

The customer is responsible for the shipping cost for sending products to ADVANTECH. In return, ADVANTECH pays the shipping cost for sending the products back to the customer. Unless requested, the shipping priority level is "UPS Ground or FedEx Saver". The customer must pay for the additional charges for an alternate shipping method.

Proper handling, packaging, and shipping of products allow for quick processing of your request and helps ensure product quality. To save handling time, address the product directly to the ADVANTECH RMA Department and please include the RMA No.(s) on your return for identification purposes. The numbers should be visible on the package. Any returns that do not meet this requirement will deny as determined by the ADVANTECH RMA Dept.

Shipping Address:

ADVANTECH America Service Center

380 Fairview Way,

Milpitas, California 95035

Attn: RMA Department

RMA#______________

Return Material Authorization number is void after 30 days

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