General Warranty Lengths?
- 1 year warranty - Servers and storage units
- 1 year warranty - Desktops, laptops, workstations
All warranties cover every component of the system. Warranties are noted in the invoices of what is covered and what the terms are for that warranty.
General RMA Details
Processing RMAs generally consists of:
- Creating a case in Razer with details of issue
- Printing a return label
- Documenting the return information in the Razer ticket
- Modifying the appropriate invoice to reflect the details of the RMA
- Emailing a return form or shipping a replacement component
RMA notes will need to be added to the bottom of the invoice also so that other employees may know where the RMA is in the process. The notes should follow the format:
A: 1/1/24 (RB): a short description of the RMA (FedEx/UPS/USPS) - (tracking number).
The description includes the amount of parts, specific part numbers, and new Ship To addresses.
All RMA’s will have a verified Gyazo (Screenshot) via the customers reply to our address verification email. This screenshot will be placed as the final line on the RMA note created. You must place the Case ID number from the ticket in the RMA as well EX:
If RMA address has changed and is on the original invoice (i.e, no new invoice was created, update the address in the ship to box with a new secondary address).
Make sure once the RMA has processed to share the available tracking with the customer so as to ease the RMA process.
Follow up with the customer once the RMA has arrived to ensure the issue has been resolved. Render any additional assistance the RMA may need.
Standard RMAs
Standard RMAs occur when a part is broken or there was a failure of a product. These require the customer to send back the unit, Dataknox Solutions to process, repair, and ship back to the customer. A prepaid (Domestic only) return shipping label is provided by Dataknox Solutions to the customer with the RMA number embedded to the label.
Refund RMAs
Refund RMAs exist when a customer would like to return a product within the 30 day time window. A Refund RMA is subject to a 15% restocking fee. The restocking fee will apply to any orders being returned with the following exceptions: the item being received was damaged in shipping/was received damaged, non functional, or not as ordered (wrong model/form factor).
Advanced RMAs
Advanced RMAs occur when a customer has a warranty support contract for NBD or would like to have a part shipped before Dataknox Solutions receives a part. If a customer does not have a support contract and the part is over $100, a credit card needs to be processed in the amount of the part that is being shipped. Upon return of the item that amount will be refunded to the credit card. If the return is later than 30 days, the amount is refunded via in store credit.
Advanced RMAs can also be for missing product on an order, such as a WiFi USB dongle being missing. Missing parts have a requirement to be less than $100 to be processed without management approval.
RMAs for system components
Specific information is absolutely necessary to replace certain parts of a system.
ASK CUSTOMER FOR PHOTOS/SCREENSHOTS/Diagnostic logs IF AT ALL POSSIBLE.
- Check for build pictures in the Razor Portal site. If build pictures exist, validate with information provided by the customer.
- The memory architecture must be matched exactly to all memory in the system. Failing to do so will result in memory that will not work in the customer’s system and subsequently another RMA. Examples of memory architecture indicators are 1Rx4, 2Rx4, 1Rx8, 2Rx8, etc.
- The front side bus is a measurement of the speed at which data is transferred between components in a computer system. Abbreviated FSB, this number is specific to every generation of computer system. ex. 1066MHz
- The step code for a processor is the indicator that matches specific processors to one another. This is similar to the memory architecture. ex. SL7PG is an Intel Xeon 3.4GHz 800MHz FSB processor.
- Parts such as fans, power supplies, and chassis are specific to each server; therefore, the server model and a part number from the defective component will be needed.
- HDD RMA’s, it MUST be noted to have a drive tray or no drive tray. If No model information for the drive is found via image or record, the model number of the failed drive must be verified prior to release. Other parts such as optical drives are generally universal, so a server model will be sufficient.
RMAs for Complete Systems
ARMAs that are for complete systems must be approved by a manager. Standard RMA of the server may be performed without manager permission. Ensure the case has been reviewed by your supervisor prior to issuing a return for a server.
Local RMAs
Local RMAs are allowed, however RMA forms and a ticket must be opened for tracking purposes and all standard process followed.
