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What is an RMA?
Return Merchandise Authorization (RMA). 
part of process of returning a product to ID TECH for credit, repair, key injection
. You will need to get an RMA number to send or return merchandise to ID TECH. Any shipments to ID TECH without an RMA number will be rejected. We issue RMAs, for credit, for repair and for key injection. The RMA number is an identification number for a record in our RMA database that will be used to collect and maintain all the information about the RMA from beginning to close. 

For Repair: 

What Information customer needs to provide before request You will generally get an RMA from IDTECH?
a. Customer ID / Customer name if have
b. IDTECH Units Part Number
c. Units Quantity
d. Units Serial Number
e. Customer Return Address
f. Return Reason – Bad or not working is not good enough. Customer need to provide detail failure on each defective unit. Example: no power on, red LED flashing…

What steps are on requirement?

a. Send all information to IDTECH support team (support@idtechproducts.com) to do troubleshooting.

b. Customer will receive a TS case number. IDTECH support team will do troubleshooting with customer under TS case.

c. One RMA number will be generated and return instruction will be provided after IDTECH support team confirm the problemfor repair from Tech Support. They will help you trouble shoot the product and can look up the serial number to see if it qualifies for service under warranty.

For Credit

Sales can issue an RMA for credit if you need to return product that your purchased. 

For Key injection:

Sales can issue and RMA for key injection. Key injection is a billable service so sales will create a sales order and arrange for payment. They will help to identify the part number for the key you need injected.

When requesting an RMA number please include as much of the following information as you can.

1. Your name, Company, contact info (email, phone number)
2. The part number or model number and serial for each unit being sent
3. A Return Address: where should the repaired or injected units be shipped when we are finished.

For each unit returned for repair we will need to know what observations can be made that led you to return the unit. Reference a Tech Support case number if you can. Be explicit, stating "not working" as a reason for return will on delay the process as we try to understand the problem. 

RMA for Repair

no problem found (NPF): 

Units sent to us for repair that work and pass all of our tests are subject to a 35 dollars service fee. Even if they are under warranty.

user induced:

where evidence of physical damage or contamination will be deems "user induced" and will not be covered under warranty and are subject to a 35 dollars service fee. Even if they are under warranty.

How to reuest an RMA for repair?

1. Send your request for RMA to Tech Support (support@idtechproducts.com). Include all the information. (model number, serial number and a description of the problem you are having. To report the problem as efficiently as possible, use the industry-standard "expected/actual format". As in:

PROBLEM: State the problem. include version numbers. Describe the user's experience/observations

STEPS: List the steps to reproduce the problem (preferable in the demo software so we can eliminate the idea it is caused by your code)

EXPECTED RESULTS:

ACTUAL RESULTS:

2. You will a reply with the Tech Support Case number. Tech Support will help to validate that the unit is in need of repair. Tech support  will issue the RMA number and you will receive the number with shipping instructions.

IDTECH RMA repair policy:

...

   Note: * A basic service charge of $35 will be applied to each returned unit (waived if unit will be serviced with above service fee).

            * IDTECH don't does not offer out of warranty service on mobile reader and readers or Secure Heads.

all prices and fees are subject to change without notice. Please check with the sales team for the latest information.