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This document describes the procedure for the RMA's within the UK. Created: September 2020 Updated: January 2021 Permalink: https://confluence.wildix.com/x/sQKmB |
Table of Contents
Prerequisites
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- Log into WMP (my.wildix.com), select the tab Orders and Billing
- Select the tab RMA, then click on Add
In the Remarks, please confirm the agent who approved the RMA and any details on how to reproduce the fault. Example below:
Submitting
Once the “Terms and Conditions” have been accepted and the RMA submitted, you will need to reply to the support ticket and confirm the RMA ID. This will allow the support agent to arrange the collection and send you the collection label once approvedas soon as possible.
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Important: Please note, the collection label also includes once approved support will be sending you a label including 4 commercial invoices for customs. This is in line with the new international shipping rules between the UK and the EU. All details on how to apply the commercial invoice will be included in the sent attachment. |
| Note |
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NoteImportant: When replying it's also important to confirm the collection address as this will be collected from the Partner address if not specified. Please Please note, if the collection is missed and the client is not notified, it will be the partner's responsibility to arrange the second collection. Delivery Address:FAO: Francesco Berlanda Wildix UK Ltd |
Courier Collection (DPD)
All collections are arranged through DPD using their Door 2 Door - DPD Classic service and sent to Italy Coventry for Analyses. This means the RMA will be collected between 09:00 - 17:00 next working day from the date submitted.
Deliveries
Once the RMA has been collected this can take up to 4 2 working days to be received in Italyat our Coventry offices. At this stage, the device will be analyzed by our logistics department to determine the fault and make a decision on a replacement. Please note if the device is found to have any defects that are not caused by general wear and tear, a charge may apply, therefore it’s important to ensure all methods suggested by support are covered before processing.
Replacements
If the device is found to be at fault and is still under warranty a replacement will be sent. Please note the replacement will be sent back to the default address as specified on WMP (Partners address) and can also take up to 4 3 working days to be received, therefore a full turnaround, can take up to 10 5 working days to be received from the date of being sent.
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