Hatteland Display AS - Return Material Authorization (RMA) Request Procedure

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Return Material Authorization (RMA) Request Procedure

To be able to keep short lead time in service and provide better service to you as our customer, we will kindly need your help when handling service units. Our handling procedure is defined below. Thank you for your cooperation at handling according to this procedure.

General information:
Fault descriptions as "does not work" or "broken" is very diffuse and often results in a No Fault Found (NFF) diagnosis. Customers will then be charged for diagnosis and handling even if the unit is still within the warranty period. Please provide as detailed descriptions as possible to prevent this. A better fault description will also decrease the Turn Around Time (TAT). Please contact helpdesk@hatteland-display.com if any assistance is needed.

Our Warranty terms and Pixel defect policy are found at http://www.hatteland-display.com/corporate_terms_and_conditions.php, please read thoroughly for details and limitations.

All returned units, including warranty requests, should be sent to our repair centre by delivery terms DDU (Incoterms 2000), in accordance to our warranty terms.

Short RMA procedure:
- Register RMA. No repairs will be handled until we receive RMA with fault description.
- NB! Please note that we require a separate RMA for each unique serial number.
- Based on the fault description in RMA you will receive a Service Cost Estimate (SCE) for the repair.
- When you have approved the quote (SCE), please send the unit to the repair centre, marked with the RMA number, within 30 days.
- The unit is being repaired as by quote, if quote deviates more than 15% from the actual fault found, we will send a new updated quote.
- The unit is being returned to your preferred address with your reference marked on the box or document included in the box.

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Detailed RMA procedure:
(pt. 1.-4.: Normal flow, pt. 5.-6.: Deviations from normal flow)

Before returning unit:
- Enter our website http://www.hatteland-display.com
- Select "Support" from the menu and then "Request RMA Number" in the submenu.
- A new page will appear. This is the RMA form to be used.
- If you have a login for our Customer Item Center (CIC), please login, using the login hyperlink in upper right corner, and choose your unit from the unit list.

Entering details:
- Please use the Hatteland type and serial number starting with JH, HD, HT or HM. Example: JH 19T02 MMD-A1-123.
- Enter your contact details, e-mail and phone needed for any requests.
- Enter your internal reference, we will use this in our correspondence with you, and the unit will be marked with this reference when returned.
- Choose Error type and enter detailed fault description. This is very important for us, as this will give us possibilities to troubleshoot /quote you before returning the unit to one of our repair centers.

Please consider the following:
- What were you doing?
- What did you expect to happen?
- What did happen?
- What equipment was connected?
- What color/patterns has the status lights next to the power button?
- Has this successfully been done before?
- Is this an isolated incident, or does other/all units have the same behavior?
- Choose your preferred Service Partner. We have a global network of certified service partners who can handle your repairs locally, and you will save some time and money in shipping.
- If you want the unit returned to a specific address after repair, other then your company's main office, please use the "End Customer" section and fill it with proper shipping address.
- Press "Confirm Service Request" button to register the RMA to our system. You will then receive a RMA request number (CDV/XXXXXX). Please refer to this when communicating with us during the RMA and repair process.

Verification of RMA
- Our Service team will evaluate your fault description, and based on this information supply you with a solution, quote or accept the unit for warranty return.
- If we believe there could be software settings or external equipment causing the symptoms, you might get the problem solved without returning the unit.
- If we have a clear idea of what might cause the fault, we will be able to provide you a quote for non warranty repairs. You must then approve the cost and provide us a PO for the repair in advance of returning the unit to our repair center.
- If we need to inspect the unit, or you have accepted a quote for the repair, we will activate the RMA request, and shipment instructions will be given.
NB! Please make sure the box is marked with the RMA request number.
- Please return the unit within 30 days, else the RMA number will expire.
- Shipping costs should always be prepaid by customer even if it is a warranty repair. Hatteland Display will cover the return freight charges on warranty repairs.

Repair handling:
- You will receive confirmation on your contact e-mail when we receive your unit.
- If you have access to the CIC you can check the status of the repair at any time.
- If the fault found on the unit or the unit itself is not covered by our warranty, you will receive a quote shortly after goods arrival, unless you have received and approved a quote in advance.
- If it is a warranty repair or the quote is approved, the unit will be repaired accordingly.
- Returning goods
- When the unit is finished, the unit will be returned according to your request in the RMA form.
- We will use the "End Customer" address if provided, and the shipment will be marked with your reference stated in the "Your reference number" field.
- You will receive an automated message from our logistics system when the unit is shipped
- If you are being charged for a non-warranty repair, you will receive an invoice shortly after the unit is being shipped out.

Special conditions:
- If a unit is returned without RMA request in advance:
- At reception we will contact you to get a detailed fault description.
- We will not be able to continue the repair of the unit until we receive this.
- If RMA/fault description is not received within 30 days after reception of unit, the unit will be returned as it is and you will be charged 2000 NOK for handling coverage.

Exceptions:
- You will not receive a quote if your company has an agreement with us where we repair units without consulting you if the repair cost is below an agreed value. The unit will then be repaired without sending you a quote, and returned with an invoice.

Page last edited: May 03, 2012 - 10:38


Hatteland Display AS, Åmsosen, N-5578 Nedre Vats, Norway Tel: +47 4814 2200 - Fax: +47 5276 5444 -	Information, pictures, illustrations and content may not, in whole or in part, be copied, photocopied, reproduced, translated or reduced to any electronic medium or machine-readable form from this website without the prior written consent of Hatteland Display AS. The products may not be copied or duplicated in any way.