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Introduction

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1. Europe, except the UK: 

   Section
   WILDIX ITALY Wildix srl Località le Basse, 3 38123 Trento, Italy

   
   

2. The UK: 

   Section
   WILDIX UK Wildix U.K. Limited Rolt house, Coventry Canal Basin, St. Nicolas Street, Coventry, West Midlands, CV1 4LY

   
   

3. The USA: 

   Section
   WILDIX USA Wildix Inc. 175 S. Third Street Suite # 1050 Columbus, Ohio 432154001 Gantz Rd Grove City Ohio 43123

   
   

CAPEX RMA requests 

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1. Open a ticket via OTRS Support UK to report any faults with an item(s)
2. Wildix Tech Support UK verifies the request and its warranty coverage. If the fault is confirmed and the item is covered, open a an RMA request on WMP and when done and a return label is provided (at Wildix expense) for sending, ship the item to Wildix UK
3. Upon receiving the item, Wildix checks and replaces/ recovers it and ships it back to you at Wildix expense. If
4. If the item is found to be defective, it is scrapped and a credit note is issued (this process is scheduled once a week). If the item is recovered, it is shipped back to you at Wildix expense

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1. Open an RMA request on WMP
2. Wildix RMA Service verifies it and if there isn’t any possibility to solve the problem remotely or by sending spare parts, whoever opened the RMA request is contacted by email by Francesco to ask for shipment address for advance replacement and collection address for picking the defective unit.Wildix RMA Service ships the replacement item ships a replacement item or spare parts immediately at Wildix expense and arranges the collection of the defective item 

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1. Open an RMA request on WMP
2. Francesco checks the request, and if there isn’t any possibility to solve the problem remotely or by sending spare parts, whoever opened the RMA request is contacted by email by Francesco to ask for shipment address for advance replacement and collection address for picking the defective unit. Sometimes it happens that they contact FR Support first (as they do for Capex RMAS), in this case I receive the instructions from a FR Support colleague who also provides a label for returning the defective device.
3. Francesco ships asap the replacement device at Wildix IT Expense and arrange collection of the defective unit (if it hasn’t been done already by the FR support team)Wildix RMA Service or Tech Support France verifies it and ships a replacement item or spare parts immediately at Wildix expense and arranges the collection of the defective item 

UK 

1. Open an RMA request on WMP
2. Francesco checks the request, and if there isn’t any possibility to solve the problem remotely or by sending spare parts, Francesco arranges an advance replacement shipment from EDCR to the address where the original order was delivered to (if no other address is provided by the customer into the RMA request). This operation requires a manual loading order on EDCR and a proforma invoice manual creation
3. The UK support team is advised by Francesco for arranging the collection of the defective unit to Coventry.Wildix RMA Service or Wildix Tech Support UK verifies it and ships a replacement item or spare parts immediately at Wildix expense and arranges the collection of the defective item 

USA

1. Open a ticket via OTRS Support US to report any faults with an item(s)
2. Wildix Tech Support US verifies the request and its warranty coverage. If the fault is confirmed and the item is covered, open an RMA request on WMP and request a return label by sending an email to  to logistics@wildix.us with com with the RMA Number and dimensions and weight of a box
3. Ship an the item (s) to Wildix USA at Wildix expense 
4. Upon receiving the item, Wildix checks and replaces/ recovers it and ships it back to you at Wildix expense
5. If the item is found to be accidentally damaged, it is scrapped. In this case, Wildix Tech Support US contacts a person who opened the RMA request, attaching photos or other evidence

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• If you receive an item(s) that turns out to be nonworking after unboxing (OBF/ DOA), Wildix RMA Service replaces it with a new one
• If there are no new items in inventory, Wildix can offer refurbished ones or propose to wait for new items arrival
• If you return a used item(s) under 1y or 5y warranty, Wildix may replace it by both, a new or a refurbished item

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