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This document describes the procedure for the RMA's within the UK. Created: September 2020 Updated: January 2023 Permalink: https://wildix.atlassian.net/wiki/x/MhPOAQ |
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Prerequisites
Before raising 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.
For a HWaaS RMA, please refer to the following article: HWaaS cancellation and replacement.
Submitting an RMA
To submit an RMA please follow the steps:
- Log into WMP (my.wildix.com), select the tab Orders and Billing Billing
- Select the tab RMA, then click on Add Add
In the Remarks, please confirm the agent who approved the RMA and any details on how to reproduce the fault. Example Example below:
Agree to the “Terms and Conditions” and click Submit
After Submitting
After creating the RMA, make sure to note the ID and reply to the support ticket 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: It 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 |
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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