Warranty & RMA Repair Information.
The definition of defective products falls into three categories as described below:
1. DOA (Defect On Arrival)
Defect occurs within the customer receive the shipment.
2. RMA66 (In Warranty of Return Merchandise Authorization)
Defect occurs before the warranty has expired.
3. RMA99 (Out of Warranty Return Merchandise Authorization)
Defect occurs after the warranty has expired.
The above terms are determined by the purchase date on the invoice up to the time the product is returned to ScopusEye's.
ScopusEye's repair service procedure is as follows:
1. Obtain an RMA number
1.In order to receive an RMA number, please contact our customer service department via fax or email: Fax to +972-2-5350035 or Email to: support@scopuseye.com.
2. Fill out an "RMA request form" and send it by fax or email to the corresponding RMA person. If you do not know who the correct contact person is, please check ScopusEye's Web site or contacts your ScopusEye's sales representative.
3. ScopusEye's repair service personnel will check that the "RMA request form" has been completed with precise information. Once this has been verified the customer will receive an RMA number.
If you need a defective product to be replaced rather than wait for the defective product to be repaired, this must be noted in your "RMA Request Form". Additionally, please pay attention to the following statement:
"Only DOA products will be replaced. DOA products will only be replaced as long as products are in stock".
In order to return any item for repair, an RMA number must be assigned by ScopusEye. Customers need to provide the following information, before an RMA will be issued:
Product mode,
Quantity,
Serial number,
Defect description,
Customer name,
Contact person,
Email address or telephone number,
Shipping address.
The description of the defect needs to be clear and complete in order for ScopusEye to address the problem according to customer expectations. Without a clear description, ScopusEye can only provide a basic test of the returned products.
B. Package and Delivery.
1. Returned products have to be packed properly to avoid damage during delivery.
2. DOA products: DOA products qualify for complete replacement and have to be returned with all accessories and user documentation that were included in the original purchase.
3. Please indicate your assigned RMA number on the package before delivery.
4. To speed up the repair procedure, please notify our sales rep by email with information that includes the shipping date, quantity, and tracking number of your delivery.
C. Product Check on Arrival.
1. If the product arrives undamaged and conforms to the conditions described on the "RMA request form," it will be transferred to ScopusEye's' production dep for repair.
2. If the product is damaged or there is some inconsistency with the "RMA request form" description, ScopusEye's will contact and confirm the status with the customer before proceeding.
D. Repair.
1. The repair engineer will repair the defect as described by the customer. The product will also be tested to ensure it is in proper working order.
2. If no additional problems are detected, ScopusEye's will notify the customer.
3. If the customer does not reply within 48 hours and no failure occurs during testing, the product will be processed as NTF (No testing failure).
E. Warranty.
warranty period on each of ScopusEye's product is 12 month.
DOA period
If the product is found to be defective within 14 days of shipment; ScopusEye will replace the defective product with a new unit.
F. Charge.
1. The customer will be charged for repairs if:
a. RMA99 terms apply
b. RMA66 or DOA terms apply, but it is determined by ScopusEye's repair engineer that the defect was caused by abuse, misuse or unauthorized repair.
2. Repair engineers will provide a repair report for RMA products that will be charged.
3. ScopusEye sales rep will send a report and P/I (Performance Invoice) to the customer for confirmation.
Service charge under warranty period.
For a warranty repair, there is no charge.
Remark, The warranty does not cover product damage due to improper operation or force major.
Service charge for out of warranty period
Out of warranty repair charges are dependent on component cost and labor time (at US$20/hour), with a minimum charge of US$60. ScopusEye will issue an estimate after diagnosing the problem.
G. Package and Shipping.
1. ScopusEye Shipment and Delivery dep will properly pack the repaired RMA product along with a maintenance report.
2. The RMA number and quantity will be clearly marked on the package.
3. The customer will receive email notification of the product RMA number, shipping date, and tracking number.
H. Shipping Charges.
For warranty repairs, the customer is responsible for the cost of shipping the product back to ScopusEye. ScopusEye will pay for shipping back to the customer.
For DOA warranty replacements, ScopusEye will pay shipping charges for return and replacement. ScopusEye reserves the right to use the most economical shipping method available.
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