Maintenance
P/N 53063-50, Manual Revision: B
8-8
R
ETURNED
GOODS
AUTHORIZATION
(RGA)
SYSTEM
The Returned Goods Authorization (RGA) system outlines the procedures to be
followed when returning goods. The system assures that returned goods are
properly handled and analyzed. Because of the potential health hazard inherent
in the shipment, handling, and defect analysis of biologically contaminated
products, it is important that these procedures be carefully followed.
RGA Procedure
The steps that should be followed in returning any equipment are outlined below.
All devices to be returned to Haemonetics for product performance or quality
problems should be handled according to the Product Complaint Coordinator’s
instructions ([800] 433-3431). Merchandise received by a customer which was
shipped in error by Haemonetics will be handled by the Customer Services
Department (800) 225-5297.
1. Call the Product Complaint Coordinator at (800) 433-3431 for return of any
product felt to be unacceptable for patient use (damaged packaging, broken
component, etc.).
2. The Product Complaint Coordinator will request the following information:
!
Customer name and address
!
Contact name, title, and phone number
!
Product List Number
!
Product Lot Number
!
Number of damaged devices to be returned
!
Detailed description of the problem or defect
!
Number of cartons to be returned.
3. The Product Complaint Coordinator will provide additional steps that need
to be taken at this point.
4. If the disposables have been exposed to blood, a detailed description of the
problem experienced must be provided to the Product Complaint
Coordinator (i.e. how was the product being used when the incident
occurred, for how long had the product been used, was the disposable
attached to Haemonetics equipment, etc.). Supply the same information as
outlined in item 2 (i.e., product list number, lot number, etc.). In many
situations, you will be asked to dispose of some goods after reporting the
defect.
