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Home > Support > Knowledge Base > General Support Articles > Returning Materials to Agility
Article Number: CEL-000422
Date: 10 Jul 2007
This article describes what you should do if you have a faulty product from Agility that needs to be returned to us.
Contact our customer support department either via the website or at support@agilityds.com, detailing the problem encountered. A customer support engineer will then contact you to attempt to resolve the problem. Each support issue is given a unique number to identify it: please use this in all communications with Agility about a specific issue. If the customer support engineer determines that there is indeed a fault with the product, then it will need to be returned to Agility.
A customer support representative will contact you to finalize your RMA request. If it is determined by Agility that your product needs to be returned for replacement or repair, a customer support representative will issue you a Return Materials Authorization (RMA) number and an RMA form for your completion.
An RMA number and a duly completed RMA form are required to return a product to Agility, regardless of the reason for the return.
The following information is required when returning Agility products:
This information should be completed on the RMA form supplied by customer support.
Then return only the defective part to Agility; do not return working parts unless specifically requested to do so.
You can track the status of your returned product by emailing customer support at support@agilityds.com, quoting the RMA number that you were given. A customer support representative will update you on the status of the repair or replacement.
Pack the unit in its original shipping box if possible. If the original shipping materials are not available, then pack the unit in a shipping box large enough to accommodate both the unit packaged in an anti-static bag (if appropriate) and suitable packing material on all sides of the unit. Be sure to indicate clearly the RMA number on the outside of every shipping box. This expedites the processing of your return at our repair facility. Finally, ship the unit freight pre-paid and insured to avoid liability for loss or damage. Agility will accept no liability for damage to the product during shipping. Shipping is at the customer's risk and expense.
In addition, please include any additional written or printed information that might help our repair department diagnose the problem. We also recommend enclosing a packing list with your RMA number inside the shipping container.
Please make sure that the package and all shipping documentation to clearly marked with the following note.
"This is a temporary import to the UK under Inward Processing Relief (IPR) using a Simplified Authorisation process"
Failure to do so will incure additional shipping duties.
Returns should be sent to the following address:
Support Services
Agility Design Solutions
66, Milton Park
Abingdon
Oxfordshire
OX14 4RX
United Kingdom
Agility standard terms and conditions of supply of hardware detail the warranty provisions. In particular, the terms state that unless otherwise specified, the Agility warranty is for a period of 12 months from the date of delivery of the equipment.
We will repair or replace the defective part and return it to you within 30 business days of receipt, free of charge. The warranty on the repaired material will be either 90 days or the length of time remaining on your current warranty, whichever is greater.
If it is found that the defective parts returned are not covered by the warranty due to misuse or for other reasons specified in the terms and conditions of sale, then you will be duly advised and required to provide a Purchase Order to cover the cost of repair as detailed in the following "Out of Warranty" section.
We will repair or replace the defective part and return it to you within 30 days of receipt. Agility will charge for the repairs based on the cost of parts and US$100.00 per hour on labor with a minimum labor charge of US$200.00. Agility will also charge actual shipping and handling costs for all returns that are "Out of Warranty". The warranty on repairs is 90 days.
Agility can offer extended warranties; if this is required please contact sales@agilityds.com for further information.
Agility will advise the customer and request further authorization if the cost of the repair (excluding handling) is expected to exceed $500.00 before proceeding with the repairs.
You will need a Purchase Order Number so that we may invoice you after repairs are completed. Please include this with the RMA form and the returned goods.