APM Automation Solutions Ltd.

RMA Procedure

Eran Perlstein

APM Customer Support

1

Agenda

• RMA Request & Approval

• Shipments

• Defect Verification

• Defect Qualification

• Returning Goods

May 2011 APM Annual International Partners Conference 2

RMA Request & Approval

• If you suspect a defective product, contact APM Technical Support• Tech Support should verify the problem and cover all technical

options with the distributor to define the case as RMA• Tech support will check:

– Different types of connections communications– Power supplies– Firmware update– Computer and drivers

• Upon RMA approval the distributor should fill the RMA form in APM Website: http://www.apm-solutions.com/RMA

• The RMA form should include detailed description of the problem• Tech Support will approve the form internally• Customer Service will send the distributor the RMA number and

shipping instructions• A separate RMA number will be issued for each product or part

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Shipments

• The distributor ships back the parts or products properly packed to avoid any damage during shipment

• A printed RMA form and RMA number should be attached to each part or product

• Shipping to APM offices will be on the customer’s account

• APM will notify the customer when the goods have arrived and the process has started

• APM will not accept products that were not approved for RMA procedure

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Defect Verification

• The returned products will be tested according to the distributor description and Tech Support advice

• First report to the customer will be issued no later than 14 working days after the arrival of the products

• Additional examination and testing might be required to complete the defect verification by the factory which may require an additional 21 working days (different department within APM)

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Defect Qualification

• The product testing qualification can be:– No Fault Found (NFF)– Customer / End User Misuse– Component Failure (under Warranty)– Component Failure (not under Warranty)

• In cases where no fault is found, APM will return the product as is

• In cases of customer misuse or a component failure (not under warranty) APM will quote the repair cost – Note: if repair is impossible, a quote for a new product or

part will be issued (in cases where the electronic card is ATEX/FM)

• In cases where APM bears the responsibility for the fault, a refurbished or new unit will be shipped to the customer

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Returning Goods

• Shipment status notification will be made by Customer Service

• In cases where there is NFF, misuse or product not under warranty, the returned goods will be added to the next shipment or shipped separately on the customer’s account

• In cases where APM bear responsibility, the shipment of the refurbished / new product will be on APM account

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