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--- wiki:customer_service_repair [2017/09/12 17:43]
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-====== Customer Service Repair ======
-FIXME a relire / c'est un simple copié/collé FIXME
-===== Customer Service Repair steps =====
-  - The Customer sends through our ticketing platform (if you don’t have access to our platform yet, please ask [[sav@kerlink.fr]]) a Return Merchandise Authorization (RMA) request. In your RMA request, please state the serial numbers of your defect product and a precise description of the issue you are facing with your product.
-  - If your product warranty is no longer valid, or if we think that our warranty should not apply to the defect cause, we send you a repair Commercial Offer. When we receive your order corresponding to the Commercial Offer, we send you the RMA in the ticket.
-  - If your product warranty is still valid, we send you the RMA in the ticket.
-  - When we receive your parcel, we confirm it in the corresponding ticket.
-  - We investigate and confirm the diagnostic on your product.
-    * if your product can be fixed, we repair your product and validate its good operating condition with our production test bench. Any product leaving our Service will have passed all our production tests. Please note that a complete reformat of the product may occur, so data loss is possible.
-    * if your product cannot be fixed, we inform you through our ticketing service and our Sales department can contact you for a replacement Commercial Offer if you need it. Your product can be sent back to you upon request, otherwise it will be destroyed 2 weeks after our ticket notice.
-  - Once your product is ready, Kerlink ships the product back to you. A report is sent to you, as well as the Delivery Note, in the corresponding ticket. The ticket is then closed.
-<note>
-Please make sure that at least the RMA header is visible on your parcel. Any product returned to Kerlink without an RMA will not be handled by our Service.
-Your product should be packaged properly: electronic boards without mechanics shall be packed with an antistatic bag, and products in mechanics shall have their external connectors properly protected. Kerlink cannot be held responsible for any damage occurred during transport.
-</note>
-===== Customer Service Repair conditions =====
-Any product sent to us for repair, accompanied with an RMA, implies the implicit acceptation of the conditions below:
-  * If the product warranty is still valid and if the product can be repaired, and if Kerlink estimates that the defect is not the consequence of a mishandling or inappropriate use, repair, administrative and re expedition costs will be at Kerlink’s expense.
-  * If the product warranty is still valid and if the product can be repaired, and if Kerlink estimates that the defect is the consequence of a mishandling or inappropriate use, repair costs will fixed depending on the product family, and will be submitted to you in a Commercial Offer. The Commercial Offer will also mention the shipping costs that will be charged for the re expedition of your product.
-  * If the product warranty is no longer valid and if the product can be repaired, repair costs will fixed depending on the product family, and will be submitted to you in a Commercial Offer. The Commercial Offer will also mention the shipping costs that will be charged for the re expedition of your product.
-You will find below a non-exhaustive list of mishandling or inappropriate use conditions that will void the warranty of your product:
-  * a too high voltage applied on the inputs or outputs (includes the consequences of lightning),
-  * a broken connector,
-  * a corrupted software,
-  * inappropriate environmental conditions (includes humidity in a product that has not been designed to be waterproof),
-  * a mechanical damage on the product,
-  * an improperly packaged product that has been damaged when shipped back to us.
-This list completes the conditions specified in Kerlink’s Sales Terms and Conditions.
-Moreover, our warranty cannot apply in the following conditions:
-  * for products running on batteries, a battery change consecutive to a normal end of life of the product (where “normal” means in agreement with the battery consumption profile defined between the Customer and Kerlink during the sales process).
-  * for products where the SIM card is not accessible to the Customer, a SIM change consecutive to a Customer telecom operator migration.
-  * for products where the SIM card is not accessible to the Customer, but for which the SIM card has been provided by the Customer, a SIM change consecutive to a material defect of the SIM card.
-Products that have been modified out of our Customer Service, or any product that has been opened without Kerlink’s previous agreement, will also be excluded from our warranty.
-Products on which our warranty will not apply will be repaired and shipped back at the Customer’s expense.
-Administrative costs can be charged if, after reception and tests, we consider that your product is fully operational and were not able to find any defect. Administrative costs will be established at 50% of the fixed repair price of your product.
-===== Customer Service repair usual delays =====
-Our repair delay is usually 25 business days. If a Service Contract has been signed between the Customer and Kerlink, your product will be handled with a higher priority. For more information on this Contract, please contact our Sales department.
-This delay can be shorter depending on our Service workload.
-However, this delay can also be longer if we need to purchase spare parts with a long lead time.

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