20
MotoSAT factory certified dealers/installers may request RMA’s via Email and phone at there discretion with or
without troubleshooting assistance understanding they are subject to same terms and conditions below.
RMA’s have 3 designation subsets.
1. RA = Repair and Return: The customer sends in the defective part or product and we repair it in house and
return it to them. Depending on the customers warranty status we may charge them for the price of the
component and/or the labor cost to repair it sometimes including shipping costs. This allows for MotoSAT to
determine exactly what the problem is and enhance product to avoid the same issues in the future
2. RS = Return Swap: MotoSAT sends the customer a replacement part and after the customer has changed
out the part
,
they then return to us the “core” item that is perceived to be defective. MotoSAT will only offer
this option if the customer is within warranty and willing to provide a credit card to guarantee return
shipment of the bad part.
The RS designation is a convenience to the customer and in consideration of this convenience the
customer needs to accept full liability for this type of RMA. When it is determined that a customer needs a
part replacement MotoSAT support will read an exact script (Appendix A) of terms and conditions and
expect the customer to verbally agree to the terms and conditions before sending the part. The support
agent will also add the acceptance to the customer’s notes in our warranty database. These same terms
and conditions will be sent in writing with each part shipped as an RS. The terms and conditions will reflect
the following:
A. If the customer wishes to receive the item in advance they will be required to acknowledge that
they were instrumental in diagnosing probable issues with the item and if the item is found to be
without defect, the customer will be liable for all shipment costs and a 25% restocking fee of the
Item.
B. If the customer wishes to receive the item in advance they will be required to provide a credit
card number to ensure return of the original item that is perceived to be defective. The customer will
be given 10 business working days to return the item beginning with the day it is received by the
customer from MotoSAT. If on the 11th business working day after the item is received by the
customer from MotoSAT the “core part” has not been received by MotoSAT from the customer, the
customer will be charged for the full retail value of that item to the credit card given. Customers
requiring International shipping may be an exception to this rule and dealt with on a case by case
basis.
C. In the case of a dealer requesting an RS a credit card will not be required if the dealer has credit
terms with MotoSAT.
D. If the Customer can not agree to all the terms and conditions of receiving an RS (item in
advance) they will be directed to use the RA option.
3. RN = Part Sent no return required: This occurs in the case of misc. nuts and bolts plastic pieces etc. that
would not help MotoSAT in any way if the item was returned.
Any item being returned to MotoSAT must be properly packaged and addressed including return material
authorization (RMA) number to:
MotoSAT
Attn: Technical Support
(place RMA number here)
1955 S. Milestone Dr.
Salt Lake City, UT 84104
Note: Items received without RMA numbers clearly marked on the outside of the package could experience
receiving delays. MotoSAT does not accept responsibility for these delays. In the event this item is an RS
designation the customer is still liable for RS terms and conditions mentioned in part 2.B. above.
4/23/2008
Appendix A
Our Phone support technicians will follow the script below to ensure there is no misunderstanding in regards to our
RS RMA designation.
“For your convenience MotoSAT offers to send you replacement parts in advance under the condition that you
agree to the following terms.
-
You agree to provide MotoSAT with a valid credit card to guarantee return shipping of the original item. If
the item is not returned to MotoSAT within 10 business working days beginning with the day it is received.
You may be charged for the full price of the item.
-
You agree that you have been instrumental in diagnosing probable issues with your system and
understand
that if the item being returned has no defect, you may be subject to further shipping charges and restocking
Summary of Contents for Nomad SD2
Page 17: ...17...
