RMA Procedure and Requirements

All of the requirements below must fulfilled or RMA will not be processed.

  1. The customer must attach the RMA label to the outside of the shipping package, as well as including all shipping documents (including packing slip) with the RMA number inside the package. (If the customer has not received an RMA label for their package please contact Connect Tech Support).

  2. The customer must provide the product serial number to substantiate a warranty claim. If available, providing the proof of purchase will assist in efficient return processing.

  3. All shipments received collect will be charged back to the customer, this includes both freight as well as applicable duties and taxes.

  4. There is a flat rate bench fee for all out of warranty work. The customer is responsible for ALL out of warranty shipping charges. Flat rate charges are dependent on product class and do not include additional time and materials to perform repair.

  5. Out of Warranty RMAs:
    There is a flat rate bench fee applicable to all out of warranty work. The customer is responsible for ALL out of warranty shipping charges. If required, additional time/materials and component costs outside this fee will be discussed before moving forward.

    ItemUPGRADESCLASS A
    Accessory Products    		CLASS B
    Board/Unsealed Systems and Board Integrations    		CLASS C
    Sealed Systems/VPX    		CLASS D
    Inference Server, Sentry Family
    Bench Fee350215335625950
    Packaging (if required 11*)5050505050
    NPF Fee (if required 12**)250250250250250
    The customer is responsible for ALL out of warranty shipping charges. If our repair team determines that additional time/materials and component costs outside this fee are necessary, it will be discussed before moving forward.

  6. For customers with payment terms, RMA fees are due on receipt of invoice. For customers without payment terms, RMA fees are due before the product can be returned.

  7. If a product is in warranty, the customer is responsible for shipping to Connect Tech. Connect Tech will pay the shipping back to the customer.

  8. The customer must provide a detailed problem description with each product to assist the repair staff. As much information as possible when filling out our return form will ensure timely repair.

  9. Upon inspection, if units in return are not as expected or if inspection identifies customer damage that is determined unwarranted, the RMA will be held until approval of the above Out of Warranty conditions are approved and the process can continue.

  10. If returned units are not as described or inspection identifies customer-induced damage; should Out of Warranty conditions be declined, the customer will be responsible for all return shipping costs. Alternatively, upon customer approval the unit may be scrapped in-house at no additional cost.

  11. *All units returned under RMA must be returned in their original packaging or in a manner consistent with how Connect Tech originally shipped the product. If a product is received with insufficient packaging, Connect Tech will repackage the unit prior to return shipment and the associated material costs will be billed to the customer.

  12. **All units returned under RMA must have some level of customer diagnostic performed to validate that return for analysis and repair is required. If a product is received and analysis and testing determine it has been returned with no fault found, additional NPF processing fees will apply.

  13. If a system is received by Connect Tech with damage attributable to inadequate or improper packaging during return shipment, the warranty may be deemed void at Connect Tech’s discretion. In such cases, repair or replacement of the product will be subject to standard Out of Warranty terms and associated costs.

  14. Any systems returned under a Connect Tech initiated recall will have the required corrective actions applied at no cost, regardless of warranty status. If a unit is determined to be out of warranty for any reason, the customer will be notified. Any repairs outside the scope of the recall will be subject to Connect Tech’s standard repair policies and associated costs.

  15. While our repair teams will do all in their capabilities to diagnose and repair incoming products, there is no guarantee that the process will result in restored product.

Additional Requirements for International Clients

  1. The customer must state on the waybill and shipping package “Canadian goods being returned for warranty repair”.

  2. The customer must state on the above documents that the “Origin of goods is CANADA”, not the country from which it is being shipped. The customer must attach the RMA label to the outside of the shipping package, as well as including all shipping documents (including packing slip) with the RMA number inside the package. (If the customer has not received an RMA label for their package please contact Connect Tech Support).

  3. The customer must provide the serial number as well as proof of purchase in order to substantiate a warranty claim. If the proof of purchase is unavailable, Connect Tech will determine the warranty status based upon the date the product was shipped, plus two months.

  4. If the customer cannot supply proof of purchase, Canada Customs may assess additional duties and taxes against the returning goods. The customer is responsible for these charges should they occur.

  5. The proof of purchase should be included in the shipping documents so that Canada customs will have access to it.

  6. The customer is responsible for the payment of any freight and brokerage charges that may be applied to the goods entering Canada. All goods must arrive prepaid by the sender.

  7. It is recommended that the Customer use a “door to door” service that is offered by various carriers such as FEDERAL EXPRESS, UPS AIR EXPRESS, UPS AIR EXPEDITED. These air freight options include customs clearance and brokerage.

  8. If an independent brokerage house becomes involved as an agent, additional charges may be assessed on the goods. These charges will be billed back to the customer.

  9. If UPS is the courier of choice, you must choose the Billing Option: Bill Duty, Tax and shipping charges to the shipper.

  10. All shipments received collect will be charged back to the customer.

Conditions for Cross-Shipment Requests

In cases of extreme urgency, an RMA cross-shipment may be initiated by CTI Support. This practice is subject to availability of a limited quantity of stock, and as such, cannot be exercised routinely. Please use the necessary discretion when considering how to best support applications where minimal downtime is critical. The most immediate remedy would be to keep spare hardware in stock.

In order to qualify for a cross-shipment for RMA purposes, CTI Support requires the following:

  1. Verification that an equivalent product(s) of the same product revision as the product being received for repair is available in this limited stock. CTI Support will make this confirmation and proceed with the following, where possible.

  2. In order to continue processing the cross-shipment, CTI Support requires complete customer contact information including Bill To and Ship To addresses and a valid credit card number (MasterCard, Visa or American Express) including ownership and expiry date. The full value of the cross-shipment will be charged to the credit card. The same amount will be credited in return upon receipt of the product being returned for repair, once it is deemed to be in re-saleable condition.

  3. Connect Tech Inc. reserves the right to exchange the same product once again to leave the customer with its original product purchased.