Page Comparison

Preconditions

Before opening a request, please check these rules regarding RMA submission based on purchase period:

...

Open an RMA request

...

Table of Contents

HWaaS replacement procedure

1. Log into WMP (my.wildix.com)
2. Select Customer and proceed to the Devices tab
   Image Added
   

3. Choose the necessary device and click Replace HWaaS button at the top:
   
   Image Added

   Note
   Important: Up to 5 devices of the same model (e.g. 5 WorkForce phones) attached to the same PBX can be selected for HWaaS replacement. If the shipment/collection addresses of the units are different, please create separate RMAs. Any extra serial numbers listed in comments will be ignored.

   
   

4.  On the Replace HWaaS screen that pops up, provide the following information: 
   
   • Company: the field is filled out automatically
   • Contact Person: the field is filled out automatically with the name of the Contact person provided in the system
   • Subject: enter subject of the request
   • Remarks (optional): add any necessary remarks. Please note: as long as HWaaS replacement request accepts only 1 device, any extra serial numbers provided in the remarks, will be ignored. 
   • Delivery Address: select End user address or Partner address. Click on the arrow icon to see the addresses that are already available in the system: 
     
     Image Added
     If the necessary address is not available in the list, click Add address:
      Image Added
     Provide details of the new address by filling out the following fields and click Submit:
     • Company name
     • City
     • Country
     • State
     • Street
     • Zip Code
       Image Added
       
   • Name: enter the name of the contact person
   • Phone: enter contact person phone number 
   • Make sure the provided address is correct and tick off the checkbox I confirm the delivery address is correct:
     
     Image Added
     
   • Pick-up address is the same as shipping address? - in case the address is different, remove the checkbox and provide the necessary address. Once done, click I confirm the pick-up address is correct:
     
     Image Added
     
   • Box size: provide details of the box dimensions (Length, Width, Height, Weight):
     
     Image Added
   • Once the form is filled out and you've confirmed all the provided information is correct, tick off the checkbox next to Confirm Terms and Conditions (1) and click Submit (2):
     
     Image Added
5. The HWaaS replacement request gets displayed in Orders & Billing -> RMA list. 

HWaaS cancellation procedure

1. Log into WMP (my.wildix.com), select the tab Orders & Billing Go to the tab RMA, then click Add to create a request
   Image Removed

   Select a device in Product info field. You can see the date of purchase and the color indication that shows whether or not you can proceed with your request

2. green - < 1 year,  RMA allowed without any additional documents
3. yellow - > 1 year but < 5 years, attach a copy of a signed warranty contract
red - > 5 years, no RMA allowed
Image Removed


For devices purchased more than 1 year ago, but less than 5 years, you need to upload a copy of a signed warranty contract 

Image Removed
4. Confirm Terms and Conditions and click Submit 

5. Your request appears in RMA list

   Image Removed
6. Go to the Customer tab (1) -> select customer -> and proceed to the PBXes (2):
   
   Image Added
   
   

7. Choose the necessary PBX -> click on the three dots button at the right and proceed to Devices:
   
   Image Added
   

   Note
   Note: HWaaS cancellation is available only on the PBXes level: when you choose PBX -> Devices tab, which displays devices of the selected PBX only.  On the Devices tab, where devices of all PBXes are displayed, HWaaS cancellation button is not available.

   
   

8. Select the HWaaS devices (1) you want to cancel and click Cancel HWaaS (2):
   

   Image Added
   

   Note
   Note: In case of HWaaS cancellation, you can select multiple HWaaS devices at a time.

   
   

   Warning
   Important: If the HWaaS devices were used for less than 6 months, they will continue to be charged after cancellation till the 6-month time is reached.

   
   

9. The Cancel HWaaS screen pops up. At the top of the screen, you can find information about MRR decrease with regards to the HWaaS devices cancellation, as well as the list of devices that are being cancelled:
   
   Image Added
   
10.  Fill out the HWaaS cancellation request:
    
    • Company: the field is filled out automatically.
    • Contact Person: the field is filled out automatically and displays the name of the person logged in to WMP.
    • Subject: enter title of the request.
    • Remarks: add any necessary remarks.
    • Pickup Address: select End user address or Partner address. Once selected, click on the arrow icon to see the addresses that are already available in the system: 
      
      Image Added
      
    • Choose the necessary address from the list. In case you need to provide a different address, click Add address:
      
      Image Added
      
      • Provide details of the new address by filling out the following fields and click Submit:
        • Company name
        • City
        • Country
        • State
        • Street
        • Zip Code
          Image Added
          
    • Name: enter the name of the contact person
    • Phone: enter contact person phone number 
    • Make sure the provided address is correct and tick off the checkbox I confirm the pick-up address is correct:
      
      Image Added
      

    • Box size: provide details of the box dimensions (Length, Width, Height, Weight). In case more than one box is required, click Add box:
      
      Image Added

      Note
      Note: You can add maximum 3 boxes in the HWaaS cancellation request. In case you need more than three boxes for pick-up, please open the Customer Care ticket.

      In case you've added a box by mistake and need to remove it, click Remove box:
      
      Image Added

    • Once the form is filled out and you've confirmed all the provided information is correct, tick off the checkbox next to Confirm Terms and Conditions (1) and click Confirm cancellation (2):
      
      Image Added
11. The HWaaS cancellation request gets displayed in Orders & Billing -> RMA list. 

After the HWaaS cancellation request is placed, Partner receives the relevant email with request to proceed with the items return procedure. 

The cancellation procedure is completed after all requested devices are delivered back to the Wildix WareHouse. 

...