This document describes the common procedure for the RMA.
Created: November 2021
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Introduction
Replacement of equipment must de done in accordance with the steps described below according to your country. If a fault is confirmed, you need to ship an item(s) to Wildix, below is the list of addresses:
Europe, except the UK:
WILDIX ITALY
Wildix srl
Località le Basse, 3
38123 Trento, ItalyThe UK:
WILDIX UK
Wildix U.K. Limited
Rolt house, Coventry Canal Basin,
St. Nicolas Street, Coventry,
West Midlands, CV1 4LYThe USA:
WILDIX USA
Wildix Inc.
175 S. Third Street
Suite # 1050
Columbus, Ohio 43215
CAPEX RMA requests
In most cases, CAPEX RMA requests are verified within 1-2 business days.
Italy/ DACH
- Open an RMA request on WMP
- After the request is applied, Wildix RMA Service verifies it and its warranty coverage
If the fault is confirmed, ship an item(s) to Wildix Italy at your own expense
- Upon receiving the item, Wildix checks and replaces/ recovers it and ships it back to you at Wildix expense
- If the item is found to be accidentally damaged, it is scrapped. In this case, Wildix RMA Service contacts a person who opened the RMA request, attaching photos or other evidence
France
- Open a ticket via OTRS Support France to report any faults with an item(s)
- Wildix Tech Support France verifies the request and its warranty coverage. If the fault is confirmed and the item is covered, open an RMA request on WMP and when done and a return label is provided (at Wildix expense) for sending, ship the item to Wildix Italy at your own expense
- Upon receiving the item, Wildix checks and replaces/ recovers it and ships it back to you at Wildix expense
- If the item is found to be accidentally damaged, it is scrapped. In this case, Wildix RMA Service contacts a person who opened the RMA request, attaching photos or other evidence
UK
According to Brexit rules, broken items are shipped to Wildix UK. Consult the separate detailed procedure for the UK RMA request: RMA UK Procedure.
- Open a ticket via OTRS Support UK to report any faults with an item(s)
- Wildix Tech Support UK verifies the request and its warranty coverage. If the fault is confirmed and the item is covered, open a RMA request on WMP and when done and a return label is provided (at Wildix expense) for sending, ship the item to Wildix UK
- Upon receiving the item, Wildix checks and replaces/ recovers it and ships it back to you at Wildix expense. 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
USA
- Open a ticket via OTRS Support USA to report any faults with an item(s)
- Wildix Tech Support US verifies the request and its warranty coverage. If the fault is confirmed and the item is covered, Wildix provides a pick-up label (at Wildix expense) for sending
- Ship the item to Wildix USA at Wildix expense
- Upon receiving the item, Wildix checks and replaces/ recovers it and ship it back to you at Wildix expense
OPEX RMA requests
In most cases, OPEX RMA requests are verified immediately.
Italy/ DACH
- Open an RMA request on WMP
- 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 immediately at Wildix expense and arranges the collection of the defective item
France
- Open an RMA request on WMP
- 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.
- 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)
UK
According to Brexit rules, broken items are shipped to Wildix UK. Consult the separate detailed procedure for the UK RMA request: RMA UK Procedure.
- Open an RMA request on WMP
- 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
- The UK support team is advised by Francesco for arranging the collection of the defective unit to Coventry.
USA
- Open a ticket via OTRS Support US to report any faults with an item(s)
- 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 logistics@wildix.us with the RMA Number and dimensions and weight of a box
- Ship an item(s) to Wildix USA at Wildix expense
- Upon receiving the item, Wildix checks and replaces/ recovers it and ships it back to you at Wildix expense
- 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
Any Country: RMA CAPEX: Out Of Box Failure (OBF) / Dead On Arrival (DOA)
- 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