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69 WISE-3610 User Manual
Chapter 5
A
dvantech
Services
5.2.1.2 Repairs under Warranty
It is possible to obtain a replacement (Cross-Shipment) during the first 30 days of the
purchase, thru your original ADVANTECH supplier to arrange DOA replacement if
the products were purchased directly from ADVANTECH and the product is DOA
(Dead-on-Arrival). The DOA Cross-Shipment excludes any shipping damage, cus-
tomized and/or build-to-order products.
For those products which are not DOA, the return fee to an authorized ADVANTECH
repair facility will be at the customers' expense. The shipping fee for reconstructive
products from ADVANTECH back to customers' sites will be at ADVANTECH's
expense.
5.2.1.3 Exclusions from Warranty
The product is excluded from warranty if
 The product has been found to be defective after expiry of the warranty period.
 Warranty has been voided by removal or alternation of product or part identifica-
tion labels.
 The product has been misused, abused, or subjected to unauthorized disas-
sembly/modification; placed in an unsuitable physical or operating environment;
improperly maintained by the customer; or failure caused which ADVANTECH is
not responsible whether by accident or other cause. Such conditions will be
determined by ADVANTECH at its sole unfettered discretion.
 The product is damaged beyond repair due to a natural disaster such as a light-
ing strike, flood, earthquake, etc.
 Product updates/upgrades and tests upon the request of customers who are
without warranty.
5.2.2 Repair Process
5.2.2.1 Obtaining an RMA Number
All returns from customers must be authorized with an ADVANTECH RMA (Return
Merchandise Authorization) number. Any returns of defective units or parts without
valid RMA numbers will not be accepted; they will be returned to the customer at the
customer's cost without prior notice .
An RMA number is only an authorization for returning a product; it is not an approval
for repair or replacement. When requesting an RMA number, please access ADVAN-
TECH's RMA web site: http://erma.ADVANTECH.com.tw with an authorized user ID
and password.
You must fill out basic product and customer information and describe the problems
encountered in detail in "Problem D escription". Vague entries such as "does not
work" and "failure" are not acceptable.
If you are uncertain about the cause of the problem, please contact ADVANTECH's
Application Engineers (AE). They may be able to find a solution that does not require
sending the product for repair.
The serial number of the whole set is required if only a key defective part is returned
for repair. Otherwise, the case will be regarded as out-of-warranty.