E-MetroTel Return Material Authorization (RMA) Policy

E-MetroTel has a Returned Material Authorization (RMA) process to facilitate the repair or replacement of E-MetroTel products that are under an active Hardware Warranty Service. E-MetroTel Hardware products include Infinity telephones and Galaxy chassis, card, and gateway products as well as UCX-related  hardware still under warranty.

RMA Process Objective

The goal of the E-MetroTel RMA process is intended to provide a clear and concise set of instructions to our Resellers on the steps required to initiate the request to replace or repair improperly or non-functioning hardware and the process required for shipping and returning of failed units.

RMA Request Process

If a Reseller believes a piece of hardware requires replacement or repair that is covered under the Hardware Warranty Service, the reseller is required to do the following:

Infinity Phones:

E-MetroTel documentation includes a suite of diagnostic steps that Resellers can follow to help identify common deployment issues for Infinity series phones. This diagnostic guide provides a reference for when Infinity phones may qualify for RMA support.

  1. Follow the problem diagnostic tests provided on the E-MetroTel documentation website (refer to the Infinity phone Troubleshooting Guide)
  2. For those diagnostic steps that indicate to request confirmation of an RMA with E-MetroTel support, log into the E-MetroTel Partner Portal and open a ticket in the Service Desk system.
  3. Ensure you have collected the following Basic Information and include it in the ticket:
  • The phone model (5004 / 5006 / 5008 / 5010 dark faceplate / 5010 light faceplate / 5010W)
  • The firmware version
  • The phone's MAC address
  • The phone's Serial Number
  • The End Customer name
  • When the problem first occurred
  • What other devices are connected to the phone (add-on module / computer / wired headset / wireless headset / Bluetooth headset)
  • When the phone was first activated
  • The VPN IP Address of the UCX system that the phone has been activated with.
(Note - if no activation date information is provided, E-MetroTel will estimate the date using our records to determine if warranty coverage applies)
  1. ​In addition, the ticket must clearly indicate the results of each step of the Troubleshooting Guide that lead up to the "RMA after confirmation with E-MetroTel support" course of action
  2. Submit images of the front and back of the of the phone so that E-MetroTel can assess the physical conditions that may have contributed to the issue.

E-MetroTel Hardware:

While there is no specific recommended diagnostic steps for the E-MetroTel Galaxy portfolio of hardware, standard network device troubleshooting steps should be used, including, but not limited to the following:

  1. Verify that the hardware in question is under hardware warranty. Hardware must be under warranty to be considered for RMA.
  2. If the device fails to show any status LEDs, check all power connections and, if possible, use another verified, appropriate power supply and other power sources.
    1. If the device can be powered by a different power supply, the power supply may require an RMA. 
    2. If the device does not show any status LEDs with an alternative working power supply, then the device may require an RMA.
  3. If the device is a card within a Galaxy Express or Galaxy Expand chassis and it fails to show any status LEDs, move the card to another appropriate open slot, or swap slots with another working card.
    1. If the card issue is still noted in the new slot position, the card may require an RMA.
    2. If the new slot resolves the problem with the card, the chassis may require an RMA. 
  4. If the device powers up, connect a browser to the expected IP address of the system. If there is no response, the IP Address may have changed. Use standard networking tools to attempt to identify the IP address of the system.
    1. If the hardware is a UCX250, or Galaxy platform with a 2930 or i5 Processor Card, connect a video monitor to the video interface and reboot the system. If the device boots properly, it will display the IP address(es) of the device after completing the startup process, Use this IP Address to complete the configuration process; no RMA is required.
    2. If the UCX processor device does not display an IP address, contact E-MetroTel support for additional diagnostics before determining if an RMA is required.

In all hardware cases above where an RMA may be indicated, log into the E-MetroTel Partner Portal and open a ticket in the Service Desk system. In the ticket, you must include the following information:

  1. The Serial Number of the problem device
  2. End Customer name
  3. When the problem first occurred
  4. When the device was first activated
  5. The VPN address that can be used to attempt to connect to the device (if possible)
  6. Submit images that support the nature of the failure (such as a non-functioning card in one slot versus when plugged into a working slot, system powered up with a working power supply, versus non-working power supply, etc.)
  7. A thorough description of the issue and the steps you have taken based on the troubleshooting tests described above or similar.

Receiving an RMA Number

After the RMA Request ticket has been opened, E-MetroTel Support will assess the ticket and determine if an RMA is approved. If approved for RMA, E-MetroTel will respond to the ticket with an RMA number along with the appropriate next steps for the Reseller. In response to an approved RMA request, the Reseller must provide a shipping address for the replacement equipment, along with the primary contact name, email address, and phone number in the ticket.

Standard RMA Processing

The standard process for RMA returns and replacements is as follows:

  1. Failed unit is returned to E-MetroTel. Note that E-MetroTel may, for certain cases, not require the defective equipment to be returned). However, for those RMAs where a return is required:
    • All products must be returned with the original packaging including all original parts and materials (cords, connectors, power cable, etc.)
    • Product(s) must be packed with protective filler in a shipping box, with the RMA number visible on the outside.
    • Reseller is responsible for freight back to the E-MetroTel Ship-to address provided in the Support trouble-ticket response. Product(s) returned without an RMA number will be immediately returned to the sender at their cost.
  2. Product(s) must be returned to E-MetroTel within 10 business days of receiving an RMA number.
  3. If the equipment is already (or about to be) deployed on customer site, It is expected that the Reseller will substitute a product from their existing Spares stock while the RMA is being processed.
  4. Once E-MetroTel has received the equipment (if requested) it will document an acknowledgement of receipt in the Trouble ticket and the E-MetroTel support team will confirm the product is defective
  5. If there is No Fault Found (NFF) on the returned equipment, E-MetroTel will provide feedback in the trouble ticket. The Reseller is responsible for any shipping costs associated with sending the working equipment to a location of their choice should they wish for it to be returned.
  6. If it is confirmed that the equipment is defective, E-MetroTel update the trouble ticket and send the replacement equipment to the address previously provided by the Reseller in the ticket. This equipment will be shipped by E-MetroTel using standard ground shipment rates.

Note that once a Reseller has an RMA number assigned, the RMA replacement can be shipped directly from an authorized E-MetroTel Distributor. If the replacement device is sent from the Distributor, the Distributor will be creditted for the replacement on the invoice associated with their next order.

Advanced RMA Processing

On occasion, a Reseller may require an expedited RMA process. The reason for requesting an expedited process must be clearly articulated in the trouble ticket. If E-MetroTel support agree that that the replacement of the failed device is of an urgent nature, E-MetroTel will follow our Advanced RMA shipping process:

  1. If the Advanced RMA request is approved, E-MetroTel will require shipping instruction and authorization from the Reseller to be submitted in the Trouble ticket. A replacement product will then be sent as soon as possible at the Resellers expense,
  2. Failed unit is returned to E-MetroTel. Advanced RMA will require the failed unit to be returned.
    • All products must be returned with the original packaging including all original parts and materials (cords, connectors, power cable, , etc.)
    • Product(s) must be packed with protective filler in a shipping box, with the RMA number visible on the outside.
    • Reseller is responsible for freight back to the E-MetroTel Ship-to address provided in the Support Trouble ticket response. Product(s) returned without an RMA number will be immediately returned to the sender at their cost.
  3. If the failed unit has not been received at the specified E-MetroTel location within fourteen (14) days, the Reseller will be invoiced for the replacement device.
  4. If there is No Fault Found (NFF) on the returned equipment, E-MetroTel will provide feedback in the trouble ticket. E-MetroTel will invoice the Reseller for the expedited RMA replacement equipment.  The Reseller is responsible for any shipping costs associated with sending the working equipment to a location of their choice should they wish for it to be returned.
  5. If it is confirmed that the equipment is defective, E-MetroTel update the trouble ticket and request that the Reseller close the ticket.

Note that once a Reseller has an RMA number assigned, the RMA replacement can be shipped directly from an authorized E-MetroTel Distributor. If the replacement device is sent from the Distributor, the Distributor will be creditted for the replacement on the invoice associated with their next order.

RMA Terms and Conditions

General

  • For a faulty product still under warranty, a replacement product will be shipped of equal or better product at E-MetroTel’s discretion (default shipping method is ground). All replacements will be of like kind or better, provided either directly to the authorized Reseller or through E-MetroTel contracted suppliers, at the discretion of E-MetroTel.
  • If product is found not defective, it will be returned at Reseller’s cost (default shipping method is ground).
  • Reseller will receive an order notification when the replacement is shipped, and any amount due resulting from penalties for missing and/or damaged parts will be invoiced to the Reseller. (See Penalties and Charges section.)
  • E-MetroTel will cover the return cost of GROUND shipping in Continental US and Canada, via E-MetroTel’s carrier of choice on all replacements (with the exception of Advanced RMA scenario described above). If a shipping method other than ground is requested by the Reseller, the Reseller will be responsible for the difference in charges between ground and the requested method.
  • Hardware Warranty on the product returned to the authorized E-MetroTel Reseller will be active until the Hardware Warranty expiry date of the original failed hardware.
  • After the RMA is processed if the faulty product is found by original manufacturer to have failed due to physical damage, misuse, or any other reason that voids and/or is not covered under the warranty; the Reseller will be notified and invoiced to repair the product to its original condition.

Penalties and Charges

  • Penalties and Charges apply if the returned item is missing any part of the original E-MetroTel product and/or packaging. The charge is the single product price as listed in the current E-MetroTel pricing schedule.
  • Additional charges may apply in the event of subsequent issues associated with an RMA.
  • All Penalties are final. Subsequent Reseller shipments of missing products or components to E-MetroTel after initial RMA shipment is received will not be accepted.

E-MetroTel reserves the right to make modifications to this process at any time.

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