Altigen AltiWare OE/ACC Version 5.0, Administration Manual

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Product Repair Services & Technical Support
AltiWare OE System Installation & Administration Manual B-5
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Advanced Replacement Orders
T
o initiate an Advance Replacement order: Contact AltiGen Communication’s Repair
Technical Support Department at (510) 252-9712 between 8:00 AM and 5:00 PM (PT). If the
call arrives outside of the normal working hours and a message is left, an AltiGen
Communication’s representative will return the calls during the next normal business day.
For same day shipments during the normal workweek, the request must be received and
accepted by 3 PM PST. Requests out side of this will be shipped the next business day.
The following information must be provided to initiate an Advanced Replacement order:
•
RMA Form (See “RMA Form” on page B-7)
•
Proof of Purchase
What You Must Do
Once the replacement unit is received, adequately pack the defective equipment in the same
packing materials and return it and ALL the component parts and documentation to the
address noted in the RMA form.
Component parts, literature and documentation(s) missing from the Advance Replacement
return will be charged to the credit card provided. You are provided 30 days form Altigen ship
date to return the inoperable unit. If not returned in 30 days, you will be charged 100% of the
unit’s current list price. No discounts will be applied. See description of Advanced
Replacement above.
Shipping cartons not marked with the return RMA number on the outside of the packaging
will be returned to the sender.
What You Will Receive
With verification of a product defect, the AltiGen representative will issue a Return Material
Authorization (RMA) number.
How to Ship Units for Repair
All materials being returned to AltiGen must have an associated RMA number. RMA numbers
are issued by AltiGen Customer Service and can be obtained by calling 510-252-9738.
AltiGen reserves the right to refuse return of any material that does not have an RMA number.
The RMA number should be clearly marked on the outside of the box in which the material is
being returned. For example:
Attn.: RMA # 123
AltiGen Communications, Inc.
47427 Fremont Blvd.
Fremont, CA 94538
Terms and Conditions
1. Exceptions and Notice of Non-Repairable Equipment
Equipment returned for repair (whether in or out of Warranty), which is found to be damaged,
or at AltiGen’s sole discretion are, beyond economical repair, will either be returned to the
user or scrapped by AltiGen at the user’s option. AltiGen will notify the sender and request
instruction for disposition. Test and freight charges may apply. Any unit returned for repair
without a valid AltiGen serial number will be considered as Out of Warranty.