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This document describes the procedure for the RMA's within the UK. Created: September 2020 Updated: January 20222023 Permalink: https://wildix.atlassian.net/wiki/x/MhPOAQ |
Table of Contents
Prerequisites
Before raising an a CAPEX RMA, please ensure a support ticket has been raised via WMP and only raise once approved by a support engineer. Without a support ticket, an RMA will remain open and unauthorized.
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For a HWaaS RMA, please refer to the following article: HWaaS cancellation and replacement.
Submitting an RMA
To raise submit an RMA please follow the steps:
- 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
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Agree to the “Terms and Conditions”
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and click Submit
After Submitting
After creating the RMA submitted, you will need to make sure to note the ID and 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 as soon as possible.
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Important:
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with this ID. If you don't do this, the RMA will not be processed. You will also need to include collection address details. Below is a useful template:
- RMA ID
- Collection address
- Contact name
- Contact phone number
- Contact email for shipping notifications
Once this information has been sent in the support ticket, the Support team will arrange the RMA's collection.
Collecting an RMA
The Support team will arrange for the RMA to be collected from the address you have provided. This will always be done for the following working day between 09:00-17:00 unless you specify otherwise.
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Important: When replying it's also important to confirm the collection address as this will be collected from the Partner address if not specified. 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 AddressIt is your responsibility to ensure that the RMA is ready for collection. The Support team will arrange a maximum of 2 collection attempts per RMA. If both attempts are unsuccessful, you will be required to send the RMA to the UK office, the address details are below: Wildix UK Ltd |
Courier Collection (DPD)
All collections are arranged through DPD using their Door 2 Door - DPD Classic service and sent to our Coventry office for Analyses. Where possible we will always arrange DPD collections to take place on Wednesdays between 0900 - 1700. This will mean the faulty unit will be received at our Coventry office next working day on Thursdays to be processed.
Deliveries
Once the RMA has been collected this will be delivered the Next working day at our Coventry offices. At this stage, the device will be analyzed by our logistics department to determine the fault and make a decision on issuing a credit note. 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.
Brexit Update -
As of , all-new RMAs will be issued with a credit note if confirmed at fault. The reasons for this change is due to all previous RMAs being shipped to Italy which was a smoother process and didn't require additional resources to fulfil commercial invoices for shipping. By Wildix issuing a credit note, this will allow our partners to add the same device to their next order at no additional costs, thus making the overall process easier.
Pre-Brexit -
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 take up to 3 working days to be received, therefore a full turnaround, can take up to 5 working days to be received from the date of being sent.
If you find that you have not received the device within this time specified, please contact support and notify them immediately.
Wildix Support UK:
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Proceeding with an RMA
After the RMA has been collected from the specified address and delivered to the UK office, the Support team will complete testing on the device(s). If the fault is confirmed, a credit note will be issued. If the fault is not reproduced, the Support team will return the RMA to you.
The UK Support team can only assist you with the troubleshooting and collection of RMAs. If you have any additional questions please open a customer care ticket.
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