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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, fax, 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. 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 end user 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.
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 instructions 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 CUSTOMER’S central depot. Subject to unavoidable
delays, this effort should not exceed 10 business days (exclusive of shipping time).
