How to request an RMA number so I can return a unit (or units) for repair?

What is an RMA?
Return Merchandise Authorization (RMA). 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: 

You will generally get an RMA for 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 an 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 request 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 receive 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:

IDTECH products have one year warranty from invoice date. All products sold by IDTECH are guaranteed to be free from defects. But, warranties does not cover failures caused by physical abuse or improper usage (user induced). 

a. For in warranty repair return, there is no service fee on in warranty repair. Customer pay the freight fee on the way to IDTECH. IDTECH pay the freight fee on the way back to customer.

   Note: A basic service charge of $35 plus return freight will be applied to each returned unit with "No Problem Found" (NPF) or "User Induced".

b. For out of warranty repair return, out of warranty service fee will be quoted to customer base on products model number.

   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 does not offer out of warranty service on mobile readers or Secure Heads.

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