Document Reader AT10K User Guide
Customer Service
Page 29 of 29
Returning the reader for maintenance
In the event of a suspected problem with Gemalto equipment, please use the following procedure.
To return a reader for maintenance:
1.
Diagnose
– The system manager will determine that there is an actual fault with the equipment
which cannot be corrected by following the procedures in this document or with local in-house
knowledge
2.
Initiate Call
– The system manager should contact Gemalto GTS via telephone, or email. GTS will
request a detailed description of the problem along with the serial number of the unit.
It is the
customer’s responsibility to include or have on hand all pertinent information.
3.
Response/Call Back
– A GTS representative will discuss with the system manager to determine
the problem. If the problem can be corrected locally by the system manager with the guidance of
the GTS representative, no further action will be required.
4.
Return Authorization
– If the problem cannot be corrected via telephone assistance, the GTS
representative will issue a Return Materials Authorization (RMA) number and form. The RMA
number will be used to track the failed reader, along with verification of the location of the service
depot to where it should be sent.
5.
Return
– The system manager will carefully disconnect the defective equipment. The reader should
ideally be packaged in its original packing box. If not, a suitable box with sufficient packing
material should be used to minimize damage during transit. Place a copy of the RMA form inside
the box
The RMA number should be prominently displayed on the shipping container in which the reader is
being returned. This reference number will ensure prompt processing of the equipment once it
arrives at Gemalto
The CUSTOMER is responsible for insurance coverage on the reader in case of loss or damage
during transit to Gemalto. The reader should be returned to the Gemalto designated service depot.
6.
Shipping Instructions
– Four copies of a commercial invoice, a packing slip, a pro forma invoice,
or the following information, typed on letterhead, must be sent with the reader:
Description of equipment, including serial numbers
Quantity
Value and Country of Origin
Exporter (customer's company)
Consignee (Gemalto)
Please affix the shipping documents and a copy of the RMA form to the outside of the container.
7.
Repair
– When the defective equipment is received at the service depot, the reader will be
repaired, tested and returned to the address the CUSTOMER specifies on the RMA form
