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RMA UK Procedure

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This document describes the procedure for the RMA's within the UK.

Created: September 2020

Updated: January 2022

Permalink: https://wildix.atlassian.net/wiki/x/MhPOAQ

Prerequisites 

Before raising an 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.

Raise an RMA

To raise an RMA please follow the steps:

  1. Log into WMP (my.wildix.com), select the tab Orders and Billing 
  2. Select the tab RMA, then click on Add 

  3. In the Remarks, please confirm the agent who approved the RMA and any details on how to reproduce the fault. Example below: 


Submitting 

Once the “Terms and Conditions” have been accepted and the RMA submitted, you will need to 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.

Important:

Please note, once approved support will be sending you a label including 4 commercial invoices for customs. This is in line with the new international shipping rules between the UK and the EU. All details on how to apply the commercial invoice will be included in the attachment.

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 Address:

Wildix UK Ltd
Rolt house
Coventry
Canal Basin
St Nicholas St
CV1 4LY

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:

0330 056 3634 Option 1.

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