ACTi Corporation
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RMA Policy & Procedure

 Defective products 
All defective product units must be reported by the end customer to ACTi Support for troubleshooting.
 For defective products there are three definitions:
1.
DOA - Dead On Arrival.
Unit within 30 days of purchase by the SI (proof of purchase required) and is confirmed as Dead by ACTi support.
2.
RMA - Return Merchandise Authorization
Units within warranty that are not functioning correctly - these cases must always be reported to ACTi support by the customer for troubleshooting, ACTi support will advise the customer of the correct procedure to follow.
3.
OOW - Out Of Warranty.
If a customer has a broken unit that is out of the warranty period the customer is welcome to contact ACTi Support for troubleshooting.
4.
Contact ACTi Support
Preferred method:  
1.Raise a support request with our  Online Customer Helpdesk.
    (Please include the product details and serial numbers where possible.)
2.Telephone the local support engineer. Refer to  Contact worldwide.
Note:  All product returns must be registered in a support request with our online helpdesk. The support engineer will troubleshoot the case. If the unit is under warranty  *and defective, an RMA number is issued and the product is returned with the RMA number clearly marked on the outside of the package. The customer is responsible for the return shipping costs. Upon receipt, products will be reset to factory default and tested to determine if the product is defective. If the support specialist determines that the product is functional, it will be shipped back to the customer with a document indicating the outcome. Where possible the unit will be repaired and returned to the customer. Other defective products will be replaced with a refurbished product.
*To determine if a product is under warranty, a proof of purchase is required on request. For products out of warranty the support engineer will be able to advise what options are available.
 Return Merchandise Application Procedures 
1.
Repair under Warranty
a. Register product for warranty with all necessary information including an electronic copy of original proof of purchase. Warranty registration can be done online here:   http://www2.acti.com/support/warranty/register.asp
b. Contact ACTi Support to troubleshoot the merchandise. To qualify for warranty repair, the first date of contact of this failure must be within the warranty period counted starting the day of the purchase.
c. If recommended by ACTi Support to have the merchandise returned for repair, an RMA number will be given if the merchandise is still within warranty.
d. Securely package the merchandise with as many original parts as possible and note the RMA number on the package or waybill.
e. Ship the merchandise to an address given by ACTi Support. The RMA number is considered void if not received by ACTi within thirty (30) days of date of first contact (proof of purchase required).
f. Upon completion, ACTi will ship back to sender’s address as written on the waybill unless otherwise requested.
2.
Dead-on-Arrival (DOA)
a. Register product for warranty with all necessary information including an electronic copy of original proof of purchase. Warranty registration can be done online here:   http://www2.acti.com/support/warranty/register.asp
b. Contact ACTi Support to troubleshoot the merchandise. To qualify for DOA, the first date of contact of this failure must be within thirty (30) days counted starting the day of the purchase (proof of purchase required).
c. If recommended by ACTi Support to have the merchandise returned for replacement, a DOA number will be given if the merchandise is still within warranty.
d. Securely package the merchandise with all original parts and note the DOA number on the package or waybill.
e. Contact your authorized distributor for a replacement and return the failed merchandise to the distributor with the DOA number.
f. 6. (Distributor-only) Apply for credit return from ACTi with the DOA number.
Any merchandise returned with incomplete parts or extensive physical/environmental damage will be charged a minimum of 30% penalty, up to its full cost.
3.
Sales Credit Return
a. Register product for warranty with all necessary information including an electronic copy of original proof of purchase. Warranty registration can be done online here:   http://www2.acti.com/support/warranty/register.asp
b. Apply to the Distributor for sales return.
Any merchandise returned with incomplete parts or extensive physical/environmental damage will be charged a minimum of 30% penalty, up to it full cost.