RMA Procedure for Warranty and Repair

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sirhc
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Re: RMA Procedure for Warranty and Repair

Wed Feb 07, 2018 4:19 pm

Wireless-DSL wrote:
sirhc wrote:Those boards on the site were priced for a DIstributor in another country that we are training to be a repair center, MSRP to end users would have to be a higher price.

Then there is the problem the board needs to be serialized by us else the board does not know what model it is or what its MAC is.

This is an issue we are discussing internally.


No problem, you can get the serial if needed, and if i know that, my dealer can place this order too.


For dealers to purchase the boards they need to be repair certified.

We are currently working on this with a few Distributors in other countries with terrible customs as an experiment, not available to all Distributors.

Look we are trying to feel our way through this but what we do NOT want to do is get into selling boards, not many manufacturers do this.
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bajaconnect
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Re: RMA Procedure for Warranty and Repair

Mon Feb 12, 2018 1:20 pm

Hi,
We've sent you RMA form about a week ago, but didn't receive a response. Can we get support, as we have faulty switches that need to be RMA'd asap.
Our e-mail address is : support@bajaconnect.zendesk.com
Thanks

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sirhc
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Re: RMA Procedure for Warranty and Repair

Mon Feb 12, 2018 1:32 pm

bajaconnect wrote:Hi,
We've sent you RMA form about a week ago, but didn't receive a response. Can we get support, as we have faulty switches that need to be RMA'd asap.
Our e-mail address is : support@bajaconnect.zendesk.com
Thanks


I suggest you check your email spam folder and or white list the netonix.com domain in your email server.

I have answered 2 RMA requests for you recently, see below:

I replied to both your RMA requests within 24 hours.


From: Chris [mailto:chris@netonix.com]
Sent: Thursday, February 01, 2018 4:35 PM
To: 'Baja Connect' <lee@baja-connect.com>
Subject: RMA 1776-1777

Please include a print out of this email in the box with the returned units.
Please do not send back any power cords or mounting kits.
Make sure to package switch to not get damaged in shipping as you will get the same unit back.
Your switch will be evaluated to determine if the unit failed or was damaged.
If the unit was damaged there will be a fee to repair the unit else it will be returned fixed for free.

NOTE: These could be a defective 3.3V CAP which would be under warranty but cannot tell for sure until we see them but that is the symptom of that defect.

Please ship to:
Netonix
RMA 1776-1777
154 Earland Drive
Building 5C
New Holland, PA 17557

*******************************************************

RMA#: 1776
Warranty or Repair: warranty
Date: 01/31/18
Forum name: bajaconnect
Name: Lee George
Company: Baja Connect
Address 1: 2244 Main St.
Address 2: set.#4
Address 3:
City: Chula Vista
State/Province: California
Postal Code: 91911
Country: USA
Telephone: +52(1)3484029
Email: lee@baja-connect.com
Model:WS-8-150-AC
MAC: EC:13:B2:D1:39:?? (B8 or A8)
Purchased from: Netonix
Date purchased: not on record
Symptoms: randomly rebooting and cutting poe power

*******************************************************

RMA#: 1777
Warranty or Repair: warranty
Date: 01/31/18
Forum name: bajaconnect
Name: Lee George
Company: Baja Connect
Address 1: 2244 Main St.
Address 2: set.#4
Address 3:
City: Chula Vista
State/Province: California
Postal Code: 91911
Country: USA
Telephone: +52(1)3484029
Email: lee@baja-connect.com
Model:WS-8-150-AC
MAC: EC:13:B2:D1:39:20
Purchased from: Netonix
Date purchased: not on record
Symptoms: randomly rebooting and cutting poe power

*******************************************************


From: Chris [mailto:chris@netonix.com]
Sent: Wednesday, February 07, 2018 4:44 PM
[b][i]To: 'Baja Connect' <lee@baja-connect.com>[/b][/i]
Subject: RMA 1822-1823

Please include a print out of this email in the box with the returned units.
Please do not send back any power cords or mounting kits.
Make sure to package switch to not get damaged in shipping as you will get the same unit back.
Your switch will be evaluated to determine if the unit failed or was damaged.
If the unit was damaged there will be a fee to repair the unit else it will be returned fixed for free.

NOTE: These could be a defective 3.3V CAP which would be under warranty but cannot tell for sure until we see them but that is the symptom of that defect.

Please ship to:
Netonix
RMA 1822-1823
154 Earland Drive
Building 5C
New Holland, PA 17557

*******************************************************

RMA#: 1822
Warranty or Repair: warranty
Date: 01/31/18
Forum name: bajaconnect
Name: Lee George
Company: Baja Connect
Address 1: 2244 Main St.
Address 2: set.#4
Address 3:
City: Chula Vista
State/Province: California
Postal Code: 91911
Country: USA
Telephone: +52(1)3484029
Email: lee@baja-connect.com
Model:WS-8-150-AC
MAC: EC:13:B2:D1:39:??
Purchased from: Netonix
Date purchased: not on record
Symptoms: randomly rebooting and cutting poe power

*******************************************************

RMA#: 1823
Warranty or Repair: warranty
Date: 01/31/18
Forum name: bajaconnect
Name: Lee George
Company: Baja Connect
Address 1: 2244 Main St.
Address 2: set.#4
Address 3:
City: Chula Vista
State/Province: California
Postal Code: 91911
Country: USA
Telephone: +52(1)3484029
Email: lee@baja-connect.com
Model:WS-8-150-AC
MAC: EC:13:B2:D1:39:20
Purchased from: Netonix
Date purchased: not on record
Symptoms: randomly rebooting and cutting poe power

*******************************************************
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Re: RMA Procedure for Warranty and Repair

Wed Feb 14, 2018 4:01 pm

OK.. So I have bought them paid for with Paypal but nothing is happening.
Can I get a refund and tell me what the best way is besides a 2 month lead time on sending them to USA for repair from Aussie?

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Re: RMA Procedure for Warranty and Repair

Wed Feb 14, 2018 5:03 pm

jagman2020 wrote:OK.. So I have bought them paid for with Paypal but nothing is happening.
Can I get a refund and tell me what the best way is besides a 2 month lead time on sending them to USA for repair from Aussie?


Bought what?

What is 2 month lead time?

I am assuming you are talking about that fact that you purchased spare boards that clearly stated NOT to buy.

replacement.png


I have been working this out on how I am going to handle these. Was planning on dealing with these either this week or early next week.

So you are upset you purchased something that said do not purchase yet.

I am thinking on how I will handle this and set up a procedure, if your wanting me to cancel your order then please send an email to chris@netonix.com along with your order number.

Or you can wait until I decide how and what the procedure will be.
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Re: RMA Procedure for Warranty and Repair

Wed May 02, 2018 2:00 pm

Hello, I submitted two RMA requests on April 23 and have not heard back. I bought a spare to use in the meantime so I'm not in a huge rush, but I wanted to make sure that you received my requests. This is my first time through the RMA process, so I read your posts and tried hard to follow your process. I even added netonix.com to our allowable senders list to avoid having your emails go to spam.... If you did reply and for some reason I am not receiving your emails I can provide an alternate email address.
Again, I am not in a rush... I just want to make sure you got my requests.
Thanks!
Ben

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Re: RMA Procedure for Warranty and Repair

Wed May 02, 2018 2:14 pm

bpeach wrote:Hello, I submitted two RMA requests on April 23 and have not heard back. I bought a spare to use in the meantime so I'm not in a huge rush, but I wanted to make sure that you received my requests. This is my first time through the RMA process, so I read your posts and tried hard to follow your process. I even added netonix.com to our allowable senders list to avoid having your emails go to spam.... If you did reply and for some reason I am not receiving your emails I can provide an alternate email address.
Again, I am not in a rush... I just want to make sure you got my requests.
Thanks!
Ben


I just checked, I received NO EMAILS from the email domain "zetalink"

I suggest you resend your RMA request.
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Re: RMA Procedure for Warranty and Repair

Wed May 02, 2018 5:08 pm

sirhc wrote:
bpeach wrote:Hello, I submitted two RMA requests on April 23 and have not heard back. I bought a spare to use in the meantime so I'm not in a huge rush, but I wanted to make sure that you received my requests. This is my first time through the RMA process, so I read your posts and tried hard to follow your process. I even added netonix.com to our allowable senders list to avoid having your emails go to spam.... If you did reply and for some reason I am not receiving your emails I can provide an alternate email address.
Again, I am not in a rush... I just want to make sure you got my requests.
Thanks!
Ben


I just checked, I received NO EMAILS from the email domain "zetalink"

I suggest you resend your RMA request.



Good thing I checked then! LOL

OK I re-sent both emails, and I see that you immediately responded with an RMA number. Thanks!!

Please confirm if I should use the one RMA number for both units? Or should I wait for a second RMA number?

Thanks again!

Ben

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Re: RMA Procedure for Warranty and Repair

Wed May 02, 2018 5:12 pm

Each unit must have an RMA # so wait for second one.

I had to leave and am on way to see family member in hospital, probably tomorrow will get second RMA#

Next time put both requests (2 forms) in single email which insures your RMA #s are group together
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Re: RMA Procedure for Warranty and Repair

Wed May 02, 2018 6:36 pm

sirhc wrote:Each unit must have an RMA # so wait for second one.

I had to leave and am on way to see family member in hospital, probably tomorrow will get second RMA#

Next time put both requests (2 forms) in single email which insures your RMA #s are group together



OK, will do! No rush, just wanted to make sure I was doing the right thing.

Thanks again, and best wishes to your family member.

Ben

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