RMA
1、Scope
The memorandum of service from AnexTEK Global Inc. is for all business partners such as:
distributor, agent & SI. In the document, all of after sales service had defined and must be
observed.
2、Warranty
2.1 Warranty Period
The actual warranty period already includes coverage of possible transit and inventory time.
2.2 Type of Warranty
2.2.1 Normal Warranty: AnexTEK guarantees the product to be free service and repair of
functional defect within the standard warranty period. AnexTEK
is responsible for one-way transportation from AnexTEK hub to
customer hub.
2.2.2 DOA :If a newly purchased product is dead on arrival, return it to us within 30 days
of receipt and we will replace it with a new one. AnexTEK is responsible for
one-way transportation from AnexTEK hub to customer hub.
2.3 Warranty Identification
Your warranty may be verified the following:
(1) By label
(2) By the day of shipment
(3) By commerce invoice
2.4 Voided Warranty Conditions
The warranty offered by AnexTEK Global Inc. is NOT valid under the following
conditions:
(1) Warranty label removed or tampered with.
(2) Product out of warranty period.
(3) Defect cause by improper use and human carelessness.
(4) Inadequate packaging.
(5) Defect cause by natural disaster.
(6) Product NOT purchased through AnexTEK or authorized AnexTEK resellers.
(7) Damage cause by customer or third-party installation, expansion, modification or
maintenance, or added components via non-authorized, non-approved parts.
(8) System damage cause by virus.
Note: Please backup all of your data before return defective product to us. We are not
responsible for missing or damaged data.
3、RMA Service
3.1 Product had functional defect within product life cycle, AnexTEK provide integrated
service for after sales service.
3.1.1 In-Warranty: At anytime within a product’s warranty period, AnexTEK partners can
ship defective goods back to us for repair or replacement service. For
each defective product, AnexTEK partners must first obtain an RMA
number by filling out our RMA Request Form and faxing/e-mailing it
backs to us.
If defect not come of voided warranty conditions, AnexTEK provide
free service and repair and one-way transportation for our partners.
3.1.2 Out of Warranty: An extra service charge and material fee may be added to your
bill depending on the severity of the problem, if out of warranty.
3.1.3 Regarding RMA request form and service procedure, please see appendixes.
3.1.4 RMA number is only valid for up to 30 days. After 30 days, you’ll need to contact
us to establish a new RMA number.
3.2 If a newly purchased product is dead on arrival, return it to us within 30 days of receipt
and we will replace it with a new one. Regarding DOA procedure please see attachment.
3.3 Normally, spare parts for repair phase out models are either difficult to get or expensive.
Hence, phase out model is suggested to either purchase a new one or upgrade for
customer with even lower price.
4、Spare Parts Ordering
4.1 AnexTEK provide spare parts ordering to our distributors on demand. Please contact us
【http://www.anextek.com.tw/Support/Support.htm】 if you require spare parts.
4.2 AnexTEK provide spare parts ordering beginning product phase-in and last-buy notice
after product’s end-of-life notice released for first line support.
4.3 For spare parts orders less than USD400, a USD100 handling fee will be charged.
5、Standard of Service
5.1 Service Level
AnexTEK provides Back-End Support, service mode with Hub to Hub FRU & Hub to
Hub system and e-service on website for AnexTEK partner.
5.2 Service Term Around Time
For current products service term as below:
5.2.1 DOA/RMA number issued within 24 hours.
5.2.2 RMA turn around time with 5 working days from the date of AnexTEK receiving
defective products/FRUs to exit AnexTEK hub.
5.2.3 DOA turn around time with 5 working days from the date of AnexTEK receiving
defective products to exit AnexTEK hub.
5.2.4 Spare parts ordering lead time with 14 calendar days.
5.3 Transportation
Within warranty, AnexTEK is responsible for one-way transportation from AnexTEK hub
to customer hub; Customer hub is responsible for returning transportation to AnexTEK
hub. Out of warranty, customer is responsible for two-way transportation.
6、e-Service【http://www.anextek.com.tw/Support/Support.htm】
For greater convenience, efficiency and on line service, we provides service information on
AnexTEK website. You can get more abundant service information on website of AnexTEK.
- FAQ
- Warranty
- Download
- Spare parts
【Download the RMA Document】
