pdfmagazines

Product Warranty and Repair Procedure

4153543 blue download icon in vector mode 4153543 blue download icon in vector mode
ESB RMA Request Form ESM RMA Request Form 
 1.1  Receiving Repair Items from Customers
1.1.1 
All repair services shall be assigned an RMA Number by processing the RMA Request Form completed/filled-in by local customers (walk-in repairs) or overseas customers. The RMA Request Form will be processed with the following information provided:
1. The model number and serial number of the unit(s).
2. The reason for the return or a description of the failure / technical description of the malfunction.
3. Warranty status – Proof of purchase for warranty validation (where necessary)
1.1.2 
In order to expedite the return of items for repair, overseas customer should use RMA Request Form which can be downloaded from the website.
1.2 
 Evaluation of Return/Repair Items
1.2.1 
DSS will perform the standard test procedure to evaluate the returned unit(s) with the following options.
a. Warranty Returns/Repairs
- Warranty Repairs:  Equipment with minor repair works to be returned to customer within set Repair Delivery Lead-Time from date of receipt.
- Replacement / Exchange:  ELID reserves the right to replace/exchange the product if the returned product cannot be repaired within reasonable time or cost. Such replacement/exchange unit is to be sent to the customer within set Repair Delivery Lead-Time from date of evaluation
- No Defect Found:  Customer to be informed that the returned unit has been tested in accordance with its original specification (condition causing the return cannot be duplicated), and found to be functionally operational. Such evaluated unit to be returned as-it-is to the customer.
- Void of Warranty:  Any returned equipment found NOT to be in warranty as described in the Warranty Terms and Conditions of this guideline – customer to be informed of “Void of Warranty” status, the problem detected and the estimated repair costs. Such equipment to be repaired only upon receipt of customer’s approval, and the repaired unit to be returned to the customer (as per Non-Warranty Returns/Repairs).

b.

Non-Warranty Returns/Repairs
- Repairs: Customer to be informed of the problem and the estimated repair costs – if customer approves and written approval received, to proceed with repair, and return repaired unit to the customer within set Repair Delivery Lead-Time.
- Un-repaired: Customer to be informed of the problem and the estimated repair costs – if customer disagrees and or instructs unit to be returned as “un-repaired”, such unit to be returned “as-it-is” on receipt of a written acknowledgement from the customer.
- Replacement/Exchange: Customer to be informed of the problem and advised that unit cannot be repaired within a reasonable time/cost and an appropriate proposal given to customer to replace/exchange – if customer approves and written approval received, to proceed with replacement/exchange. Such replacement/exchange unit to be sent to the customer within set Repair Delivery Lead-Time.
Note: ELID reserves the right to replace equipment with, either, a new unit, a re-conditioned unit, or an equivalent equipment of another model/type than the returning equipment as a replacement/exchange. In such instances, ELID will propose such replacement/exchange to the customer and request for a written confirmation of agreement from the customer. The original returned product becomes the property of ELID.
- No Defect Found: Customer to be informed that the returned unit has been tested in accordance with its original specification (condition causing the return cannot be duplicated), and found to be functionally operational. Such evaluated unit to be returned as-it-is to the customer.
1.2.2 If a fault is found and the returned unit(s) is under warranty but it is suspected that it is NOT due to a manufacturing/design fault(s) (i.e. defect caused by lightning strike, high power surge, misused, improper usage), it will be repaired/replaced with charge.
1.2.3 In the event the repaired items are returned to ELID, within a 3-months limited extended warranty period, with different hardware failure(s) other than the one(s) last repaired, then the component(s) replaced in this instance shall be charged at cost. No labour cost will be charged
1.2.4 Customer to be informed if longer diagnostic time is required for further inspection & thorough testing.
1.2.5 All Non-Warranty Returns for Repairs/Replacement/Exchange Costs are chargeable.
1.3

Repair Billing & Delivery

1.3.1 Upon completion of repair, DSS shall generate RMA Service Report / Bill based on repair service work done. Completed report with the repair items shall then be handed over to CSSD for billing & delivery.
1.3.2 A copy of the completed RMA Service Report / Bill shall be given to customer for those repair/replacement/exchange WITH charge or WITHOUT charge. Direct Invoice will be issued upon request.
1.3.3 For outstation / overseas customer, the repaired / replacement / exchanged items shall be packed individually, preferably in anti-static ‘bubble-wrap’ plastic sheet, foam or cardboard before placing them into shipping box to minimize damage during shipping in-transit.
1.3.4 For both local & overseas repair items, once the repair items are ready for collection or shipment, CSSD shall be responsible to notify the customer either via phone / email.
1.3.5 For local  customer  within  Klang  Valley,  Malaysia – such customer can  collect  repaired  items  from  Customer Support-Store Dept. (CSSD). 
1.3.6 For outstation local customer (outside of Klang Valley) as well as overseas customer – such customer is required to indicate his preferred mode of shipment and to provide details of his appointed freight forwarder/transport agent/courier company to CSSD.
1.3.7 All delivery or transportation costs for items sent for repair services, to and from ELID, shall be borne by customer.
1.3.8 In the event, an overseas customer requests for shipment to be made on ELID's account, CSSD reserves the right to levy a handling charge of USD 30.00 in addition to the appropriate freight / transport charges to be quoted by CSSD. Such costs / charges are required to be paid by Telegraphic Transfer (TT) in Advance prior to shipment.
1.3.9 For cash payment terms – repair items shall not be released to customer UNLESS prior approval of the Sales Division/Department Head and/or Accounts Dept. has been obtained to waive the cash term payment.
1.3.10 
Repair item(s) are required to be collected within 6 months from Date of 3rd Notification.  Failing which repair item(s) will be made obsolete & ELID shall not be held responsible for the item(s) disposed.
1.4

Repair Payment

1.4.1 Standard payment term is strictly on cash basis unless approved credit term is provided.
1.4.2 Cash Payment shall be paid directly Customer Support-Store Department (CSSD).
1.4.3

Non Cash Payment methods:

 a.   For ESB’s customer - Cheque to be made payable to “ELID SDN BHD”.
 b.  For ESM’s customer - Cheque to be made payable to “ELID SALES & MARKETING SDN BHD”.
 c.
 For Telegraphic Transfer (T/T) or Direct Remittance - Payment to be remitted directly into ELID’s bank account.
 Copy of Bank Deposit / Remittance Slip is required  to be faxed to CSSD / Accounts Dept. as proof of remittance.

1.5

Warranty Period Coverage

1.5.1

The warranty period for all products shall be governed by the Serial Number of products as follows:

 Type of Warranty  Local Customer
 Overseas Customer
 Warranty Repairs for ELID Product  12 months  15 months
 Warranty Repairs for Non-ELID Product  12 months  12 months
 Warranty for Repaired Items  3 months  3 months

Note:-
For proof of warranty claim, documented in a legal contract with customer shall be provided for validation.

1.5.2 Void of warranty shall take effect immediately in the event of damages or failures arising due to the following:
a. misuse, abuse, neglect, tamper;
b. unethical  and  improper  usage, installation  or  testing;
c. unauthorized repairing, alteration, modification  or  product  disassembling in such a manner as to adversely affect performance or prevent adequate inspection and testing to verify any warranty claim;
d. serial number and/or repairing sticker(s) removed, altered or defaced;
e. acts  of  God  such  as  lightning  strike,  flood,  etc
f. external  electrical  fault,  power  surges  or  failure.
1.6

Repair Delivery Lead-Time for Repairs/Replacements/Exchanges

 Type of Repair  Minor Repair  Major Repair
 Warranty -
 Repair / Replacement / Exchange
 3-5 days for local repair
 10 days for overseas repair
 Give replacement after the evaluation
 Non-Warranty -
 Repair / Replacement / Exchange
 3-5 days for local repair
 10 days for overseas repair
 20 to 30 days
1.6.1 Major repair works are required for due and thorough evaluation / inspection prior to repairing / replacement /exchange decision(s). As such, a longer Repair Delivery Lead-Time is set for such repair works.