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wiki:support:customer_service_repair:not_warranted
Table of Contents
The product is not warranted
Customer Service Repair steps
- A commercial offer will be sent to you.
- After the acceptance of the commercial offer, the RMA will be sent in the repair ticket.
If you wish to decline, please send a message in your repair ticket. (the ticket will be closed)
- When your parcel will be received, a confirmation will be sent in the corresponding ticket.
Without any answer, if you decline or accept the commercial offer, the repair ticket can be closed 4-6 months after the initial opening.
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. The 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.
Any product returned to Kerlink without an RMA will not be handled by our service. The 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.
If it's not required by Kerlink, all accessories (POE, antenna, SIM, metallic support…) are not necessary.
Repair process
We investigate and confirm the diagnostic on your product.
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.
Your product can't be fixed
It will be rejected (and any charge or fees will be applied).
Return of your product
Products handled by after-sales service will be returned to customer with the factory output configuration.
The repair service will not install applications provided by the customer.
The software version will be the same as the original version except in the following case:
- If the software is not currently supported by Kerlink.
- If we replace the product.
- If we have to add a service (SPN, RAN…) or to modify a configuration.
- If the failure is rectified by a software upgrade.
- If you want a specific version, in this case, we invite you to specify it in your repair ticket.
Please note that a complete reformat of the product is done, data loss is possible.
The product will be shipped back to you once it will be ready. A report will be sent to you, as well as the Delivery Note, in the corresponding ticket. The ticket will be then closed. As we use various delivery services, the tracking number will not be provided except if required.
Non-EU Customer
The following steps will be explained in your repair ticket.
In any case, shipping and any other cost related to the transportation from your facilities to ours will be at your own costs.
wiki/support/customer_service_repair/not_warranted.txt · Last modified: 2020/03/13 15:43 by ghi
