1 - RMA REQUEST:
A customer with equipment that requires repair or needs calibration should request a Return Material Authorization (RMA) number by filling out and submitting the RMA Request Form online. Please do not submit a handwritten document.
2 - RMA REVIEW:
The RMA Coordinator will review the request and, before proceeding, may request additional information or suggest additional diagnostic steps to ensure that the equipment is not returned for repair. unnecessarily.
3 - RMA CHARGES:
For Warranty claims, there will be no evaluation or repair charges, provided the equipment was being properly used, as per original specs and manual contents. Non-Warranty RMAs will require payment.
Once the RMA is issued, we request the customer to provide a valid Invoice to continue the process; the entire Invoice document is required (not just a Invoice Number).
4 - RMA ISSUED:
When the RMA Coordinator has confirmed all requirements have been satisfied, a reply will be sent to the customer with an RMA number including packaging and shipping instructions. Do not, under any circumstance, ship your equipment prior to obtaining a valid RMA Number.
6 - SHIPMENT OF RMA TO OUR FACILITY:
The customer is responsible for the safe shipment of the equipment and needed accessories in appropriate packaging. Any product arriving on our receiving dock without an RMA issued or with an in valid RMA # is subject to return to the customer without repair and / or calibration being conducted; this would be at the customer's expense.
Note that the RMA Number must be clearly visible on the outside of your package; you must also include this returned complete form inside the package. Failure to follow these instructions will result in your RMA not being processed. Please see the "ADDITIONAL DETAIL" section below to ensure full compliance with our RMA shipment policy (IMPORTANT SHIPPING INFORMATION).
7 - REPAIR / CALIBRATION:
We will make a best effort to repair all returned equipment. Warranty equipment that cannot be repaired with reasonable effort will be replaced at no charge to the customer.
8 - RMA TURN-AROUND TIME:
Average RMA turn-around time is 2-4 weeks from the date the RMA arrives on our dock. This timetable may vary based on whether we need to direct RMAs to one of our other service facilities.
< SHIPPING INFORMATION >
IMPORTANT SHIPPING INFORMATION
A. None of the product boxes are intended for use as a shipping container. To avoid damage, all equipment should be well-packed inside a suitable shipping container. Any damage or subsequent failure of the equipment related to inappropriate packaging will result in additional charges for the repair of the product.
B. Please be sure to include only accessories and products requested by RMA Advisor.
C. Customer is responsible for ensuring RMA equipment is properly packed prior to shipment.
SHIPPING OF RMAS TO OUR FACILITY
Shipping of RMAs from the customer to our facility is at customer expense after the RMA is issued. Equipment should be shipped prepaid (we cannot accept collect shipments) and fully insured. Customers are encouraged to notify us when RMAs are shipped and to provide shipment tracking details.
SHIPPING OF WARRANTY RMAS from OUR FACILITY
Shipping of Warranty and Extended Warranty RMAs from our facility to the customer are at our expense.
SHIPPING OF NON-WARRANTY AND CALIBRATION-ONLY RMAS FROM OUR FACILITY
Shipping of Non-Warranty and Calibration-Only RMAs from our facility is at customer expense. The cost of shipping from our facility is NOT included in the quoted RMA charge. The customer has the options of providing a shipper name and account number for collect shipping of the RMA at the time the RMA is issued via the RMA Request Form and/or on the customer-provided PO, or we will add the cost of shipping to our invoice in addition to the repair and calibration charges.
< REPAIR >
NON-WARRANTY RMA REPAIRS:
A. The Evaluation & Repair Fee covers the initial evaluation of the unit plus parts and labor for most common repairs. Should the actual cost of the repair exceed this basic charge, we will contact you with a quotation for the full repair and await your instructions on how to proceed. If customer decides not to move forward with the quoted repair, the initial repair & evaluation fee will be charged in full.
B. The warranty period for repair is 90 days after the unit has been shipped back to the customer.
C. Units awaiting customer disposition for more than 60 days will be returned at the customer's expense or scrapped in-house.
WARRANTY RMA REPAIRS:
A. Prinker Korea Inc. will test the product according to the description of the problem listed on RMA Request Form. After Prinker's evaluation, Warranty or Out-of-Warranty status will be determined. If the description of the problem is the same as listed on RMA Request Form, the product will be repaired under warranty at no charge and shipped back to the customer at Prinker's expense. If the description of the problem is different from the problem listed on RMA Request Form, or damaged from delivery, we will contact the customer.
B. Warranty repairs do not extend the original warranty period.
NO TROUBLE FOUND RMAS
If an RMA is determined to be "No Trouble Found" then we will request additional information from the customer in an attempt to replicate the observed failure. If no additional information is available or the observed failure cannot be reproduced, we will return the RMA to the customer as such. The policy applies to all types of RMAs and full charges apply.
UNREPAIRABLE WARRANTY EQUIPMENT
Equipment returned to us covered by Warranty determined to be unrepairable as a result of equipment fault that has not been induced by customer misuse will be replaced for no charge to the customer.
UNREPAIRABLE NON-WARRANTY EQUIPMENT
Equipment returned to us determined to be unrepairable for any reason will not be automatically replaced; full repair charges may apply. A replacement product can be ordered through the customer's normal Prinker's sales channel. Non-Warranty equipment found to be unrepairable due to its condition can either be returned to the customer "as is" for final disposition or scrapped at our site upon customer request. Customer must provide final disposition instructions when this case arises.