====== Customer Service Repair ====== 

===== Repair steps =====

<note tip>
If you don’t have access to Kerlink ticketing platform yet, please contact [[support@kerlink.fr]]
</note>

  - The customer sends through Kerlink ticketing platform a Return Merchandise Authorization (RMA) request. In RMA request, please state the serial numbers of your defect products and a precise description of the issue you are facing
  - The warranty of Kerlink products is 1 year by default, except if you have a specific service contract
  - The last steps differ whether the product is warranted or not. Please select the links below:

[[.:warranted|The product is warranted ]]

[[.:not_warranted|The product is not warranted ]]

<note important>
Received product(s) without an established RMA will not be processed
</note>

===== Repair conditions =====

==== Implicit acceptances ====

Any product sent to us for repair, accompanied with an RMA, implies the implicit acceptance of the conditions below:

=== The product warranty is still valid and the product can be repaired ===

  * 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 Kerlink estimates that the defect is the consequence of a mishandling or inappropriate use, repair costs will be fixed depending on the product family, and will be submitted to you in a Commercial Offer.

=== The product warranty is no longer valid and the product can be repaired ===

  * Repair costs will be fixed depending on the product family, and will be submitted to you in a Commercial Offer.

==== Exclusions of warranties ====

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.
  * Products that have been modified out of our Customer Service, or any product that has been opened without Kerlink’s previous agreement.
  * A third party software (not validated by Kerlink) creating your defect.  

This list completes the conditions specified in Kerlink 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 on which our warranty will not apply will be repaired and shipped back at the customer’s expense. 

==== Administrative costs ====

Administrative costs, after reception and tests, can be charged if: 
  * We consider that your product is fully operational. 
  * We were not able to find any defect.

In this case, administrative costs will be established at 50% of the fixed repair price of your product. 

===== Repair times =====

Our repair delay is usually 25 business days at the reception of your product. If a service contract has been signed between the customer and Kerlink, products will be handled with a higher priority. For more information on service contracts, please contact our sales department [[sales@kerlink.fr]]. 

The repair delay may vary depending on the need to purchase spare parts, or availability our production testbench. The delay can also be shorter if the repair service workload allows it. 

In any case, shipping and any other cost related to the transportation from your facilities to ours will be at your own costs. 

<note warning>Usual delay can be longer if the RMA is not visible on the parcel.</note>