User's Manual

WARRANTY AND MAINTENANCE
Return Procedures
237
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NEO
User Manual
Return Procedures
Important: If you’re a customer outside the United States or United
Kingdom, and you purchased your NEO from a reseller, then you should
contact that reseller for assistance with your NEO. Do not return the device to
Renaissance Learning.
If you bought your NEO directly from Renaissance Learning outside the
United States or United Kingdom, contact the technical support resource
listed for your region in the front of this manual.
If you have a problem with your NEO, first read “Troubleshooting” on
page 216. If this section doesn’t help you solve your problems, follow these
steps for help.
1. Contact Technical Support using the contact information for your country
listed at the front of this manual. Most problems can be solved by email or
over the phone.
2. If the device does need to be returned to the factory for repair, it must be
assigned an RMA (Return Material Authorization) number in order to track
the unit before it is returned. To receive an RMA number, contact
Technical Support using the contact information for your country listed at
the front of this manual. You’ll need to provide the following information:
A detailed description of the problem
The serial number of the device
Your name and the address where the device should be returned
Note: Only Renaissance Learning can assign RMA numbers. If a NEO is
returned without an RMA number, it will delay the repair and increase the
chance that it could become lost.
3. Write the RMA number on the outside and inside of the box. Also on the
inside, tape a short, detailed note to the NEO explaining the problem
(include the RMA number).
4. Ship the damaged NEO to the address given when you receive your RMA
number. You will be sending your NEO to a repair center, not to the
Renaissance Learning office.
Important: Please ship NEO with a reliable shipper. Renaissance
Learning, Inc., will not be held responsible for devices that are lost in
shipment from a customer, or that are returned without an RMA number.
Your repaired NEO will be returned to you within two weeks of receipt. If
damages are due to accident or abuse, you’ll be charged a fee for the parts
replaced, as well as a repair handling fee.