Chapter 4
Warranty and Return Information
4-2
STB-4000 User Guide
Returns
If you need to return a hardware product for repair or replacement, follow the steps listed here:
1. Contact Product Support at
1-877-890-6090
and supply the serial number and the nature of the
problem with the defective unit so that the serial number and defect information can be logged.
Product Support will then provide instructions and issue an RMA number.
2. Pack the equipment in its original packaging (or other suitable packaging) with the accessories.
Include any paperwork that may have the RMA number inside this box.
3. Pack the box securely inside an outer box packed with packing peanuts or bubble wrap.
4. Clearly write the RMA number on the outside of the carton. Cover the number with clear shipping
tape to protect it during shipping.
5. Ship the box back to this address:
Exceptional Innovation Inc.
ATTN: RMA Department
480 Olde Worthington Road
Suite 350
Westerville, OH 43082
Product Support will coordinate receipt of the returned goods and shipment of the repaired or
replacement product.
Note:
For instances where the MAC ID of a unit changes due to a repair, Product Support will notify the
customer of the new MAC address.
Repairs
Note:
Returned products that qualify for repair will either be repaired or replaced.
The following criteria cover the cost of repairs:
•
An estimate of parts and labor costs for repair will be provided to the customer by Product Support.
•
The customer can accept or decline the repairs. If accepted, the item will be repaired and returned as
per the estimate.
•
If declined, Product Support will ship the damaged item back to the customer at the customer’s
expense.
For more detailed information on Warranty, Service, Returns, Repairs and Replacements, visit:
www.exceptionalinnovation.com/support.html
