Return Material Authorization Policy

Technical Support Calls and Return Material Authorizations

It is recommended that customers and end users of Wavetronix products first contact their local authorized Wavetronix dealer for technical support. It is important that dealers be aware of any problems their customers are having, and since many dealers have their own technical support processes in place, customers may benefit by having problems resolved locally. Dealers will escalate support issues to Wavetronix when necessary. In the case of emergencies in which the local dealer cannot be contacted, Wavetronix Technical Support is more than willing to help.

To request an Return Material Authorization (RMA), please email support@wavetronix.com or call 801-764-0277.

All calls and emails requesting a RMA for any Wavetronix product will be treated as technical support requests. To verify that the necessary troubleshooting has been performed, Wavetronix Technical Support representatives will require the serial number for each product; the specific problem being experienced with each product; and the steps that have been taken to troubleshoot those problems. Please have this information ready before calling or emailing in order to expedite the process.

RMAs will only be issued by Wavetronix Technical Support once a Wavetronix Technical Support representative has determined that an RMA is necessary.

Customers will be charged a fee for any product returned to Wavetronix for service without prior troubleshooting by Wavetronix Technical Support and/or without following the RMA process. This applies to products under warranty and to any products added to an existing RMA without the prior approval of Wavetronix Technical Support.

Warranty / Non-warranty Repairs

All products received under warranty are handled as outlined in the Wavetronix Product Catalog under each product’s respective warranty description. This warranty information can also be found at www.wavetronix.com/support under each product’s webpage.

A fee will be charged for each non-warranty item returned. An RMA repair quote, including a list of needed repairs and the cost for those repairs, will be sent to the customer’s dealer and not directly to the customer, unless the customer is sold to directly by Wavetronix.

The above fee will be applied to any product that is damaged beyond repair and is subsequently designated as a scrapped unit. Scrapped units will be identified and marked so that they are not confused for working models.

Wavetronix reserves the right to modify its repair fee structure at any time and for any reason without prior notice.

Repair fees on products older than five (5) years are increased. Wavetronix reserves the right to decline repairs for products older than five (5) years and for products no longer in production, due to the lack of available parts.

RMA Repairs

RMA numbers expire after 90 days. If a product is not returned in that time, then a new RMA number will need to be requested.

Wavetronix will wait a period of 90 days for a purchase order from the customer on RMA repairs. After 90 days, if a purchase order is not received and Wavetronix Technical Support is unable to contact the customer, then the products will be repaired as needed and the customer will be charged accordingly.

Ideally, RMAs will be resolved in three (3) weeks from the time a returned product is received at Wavetronix’ headquarters in Provo, Utah, to the time the RMA is ready to ship. This is not a guarantee, however, as more time may be needed depending on the number of items assigned to the RMA; the type of repairs required; and the testing required to ensure proper performance.

A fee will be charged for all expedited RMAs. Wavetronix reserves the right to refuse requests for expedited RMAs for any reason, and may charge a higher fee based on the number of items assigned to the RMA.

All RMA repairs will be warranted for a period of 90 days following the close of the RMA. This limited warranty applies only to the repairs and not to the whole unit.

Products replaced under warranty do not receive a new Standard Limited Warranty. Replacement products will be covered for the length of time remaining on the limited warranty of the replaced product. An extended warranty may be purchased from Wavetronix for any product at the time of original purchase; contact your local authorized Wavetronix dealer for details.

In certain cases, Wavetronix Technical Support may provide a Cross-Ship RMA, in which a replacement product is shipped to the customer before the defective unit is returned. It is the customer’s responsibility to ensure that the defective product is returned to Wavetronix. If the defective product is not received within two (2) weeks, or 14 days, from the time the RMA is approved, Wavetronix will charge the customer the full amount for the products delivered.

Last updated June 3, 2011