User Manual

63
Sending Equipment Back for Repairs: Return Material Authorization
(RMA) Procedures
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General Information
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Procedure
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Packaging
General Information
Warning: If you are sending a terminal back for repair, you must delete the terminal from
Terminal Manager. For details about Terminal Manager, refer to the Terminal Manager
topic found in the Talkman Management Software online documentation. Failure to
remove the terminal from Terminal Manager will cause problems with your system.
When the terminal is returned to you, follow the directions for adding a terminal to the
network.
Vocollect issues RMAs for all returns regardless of the reason for the return. This guarantees proper
tracking of equipment, ensures proper handling, and facilitates a fast return.
The Customer Service department generally issues RMAs to customers for returning products that are in
need of repair. However, Vocollect may issue RMAs for other reasons, such as the following:
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The product belongs to Vocollect. Vocollect may have lent the product to a customer, or the
product could be a sample.
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Vocollect requested that the customer return the item, perhaps for testing.
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A Vocollect employee at the customer site has determined that the product should go back to
Vocollect for some other reason.
Some Vocollect customers have service contracts with repair depots to perform repairs on Vocollect
products. Customers with these service contracts should contact their repair depot to return equipment that
is in need of repair. Follow the RMA issuance procedures to eliminate unnecessary repair costs and to
ensure timely product receipt.
If you have a question about the RMA process, please contact Vocollect Customer Service (see contact
information).
Procedure
To return equipment for repair, follow these steps. If you have any questions, please contact Vocollect
Customer Service.
1. Contact Customer Service to request an RMA number.
2. Provide Customer Service with the following information:
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Name of customer contact person
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Company name
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Company address
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Phone number
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Fax number
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Provide Customer Service with the following information about the items being returned.
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Quantity
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Description of product
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Serial number
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Description of problem or reason for return