User Guide - RMA
Contents
1. 3 3 RMA item details and fault description When you accept company information and click Next you have following screen oran C Atache Whole Set S N Search AD ANTECH Enabling an Intelligent Planet Put correct serial number S N of your defected item and click Search The next eRMA system will update automatically information about product number P N and warranty date It is very important to describe problems in details in Problem Description Vague entries such as does not work and failure are not acceptable If you are uncertain about the cause of the problem please contact ADVANTECH s Application Engineers AE They may be able to find a solution that does not require sending the product for repair The serial number of the whole set is required if only a key defective part is returned for repair Otherwise the case is treated as out of warranty If you return to us for repair such products as CPU RAM and CF Card because you believe they may be part of the problem please note clearly that they are included in the system Otherwise ADVANTECH is not responsible for any items not listed Make sure the Problem Description is enclosed By click Add you add up to 99 RMA cases one by one When all required information is updated eRMA system will generate automatically new RMA number for your repair KSA0024540 1PC51206001E T 22. wish During the repair might come some problems for ex No Problem Found NPF In such cases customer is informed about the delay in repair In all cases when the date for delivery is longer than two weeks from the order date customer is also informed Such information contains the approximate time of repair 5 3 Possible repair statuses Repair of device was already started and the following statuses of repair can be visible in the system 5 3 1 Processing Repair process was started by our technician 2008 10 17 Repair 4 robert trus Processing 5 3 2 Replacement A new unit is provided to customer 5 3 3 Pass to factory Unit is passed to factory for analysis 5 3 4 Waiting customer Service department waits for details and clarification form customer regarding failure of unit AD VANTECH Enabling an Intelligent Planet 5 3 5 Waiting customer Q Service department waits for decision from customer regarding quotation agreement or disagreement 5 3 6 Waiting parts Service department waits for parts which are needed to finish repair 5 3 7 Waiting colleagues Unit has been passed to technician from another lever for checking or repair 5 3 8 Rework Service department performs rework of unit 5 3 9 Ship Device is repaired and sent back by indicated currier company for example UPS with tracking code to the Customer 2008 9 25 cezary kowa UPS 1Z65831A68 46595358 ADVANTECH Enabling an Intelligent Planet 6 Adva
3. an old product All Advantech products can be repaired after warranty period Typical possible service period is 5 7 years after products End of life EOL All depends from availability of spare parts It is better to ask RMA Administrator if unit is very old Contact erma advantech pl 7 3 What is warranty period after out of warranty repair products If a product as been repaired by ADVANTECH and within three months after such a repair the product requires another repair for the same problem ADVANTECH will do this repair free of charge However such free repairs do not apply to products which have been misused abused or subjected to unauthorized disassembly modification placed in an unsuitable physical or operating environment improperly maintained by the customer or failure was caused which ADVANTECH is not responsible for both by accident and other cause 7 4 How to proceed faulty new products If malfunction occurred during the first 30 days 45 days for Premier Gold and Platinum Channel Partners Advantech covers all transportation costs and makes repairs in the highest priority or organizes replacement Customer needs to open RMA and fill in Dead on Arrival DOA form at http erma advantech com tw AD VANTECH Enabling an Intelligent Planet APSC RMA Administrator will arrange pick up and inform Customer about shipping details The TAT is 5 working days If repair time is increased RMA administration contacts with
4. pack the products with particular care having in mind that packages are frequently exposed to careless handling and serious shocks during transport Product data sheets should be packed in silver or pink ESD safe bags Apart from the cases of the Dead on Arrival DOA return procedure it is recommended that the equipment is sent without additional accessories The customer should take the additional equipment into account upon opening an RMA request before dispatching the product Please remember that the Service Centre does not take any responsibility for additional equipment unless it is listed in details ina given RMA request Please read the Advantech Europe Service Policy before ship http erma advantech com tw EuropePolicy mht AD VANTECH Enabling an Intelligent Planet The defective equipment should be sent to Advantech Poland ul Dziatkowa 121B budynek ITI 02 234 Warsaw Poland ADVANTECH sends the repaired devices via UPS carrier Upon the customer s request equipment can be sent via another company but in such cases the customer is required to cover the costs of such alternative transport Such request should be made upon opening a RMA request on the company s website 5 How to check status of my repairs Customer can check current status of his RMAnumber using eRMA web page In the eRMA field customer need to put RMA number created according to chapter 3 eRMA ma Change Typical workflow contains the following s
5. 009 12 17 Type Repair Repair Center APL Symptom Wrong operating system customer software cannot be loaded The RMA number has got unique format EXY00000 where E service Center E Europe X year Y month 00000 next numbers When the type of repair is Rework Credit letters R for Rework and C for Credit will be after the letter Y ADVANTECH Enabling an Intelligent Planet After click Finish you will have Shipping instruction as follows Order No E8A00188 APL Request Date 2008 10 10 Customer information Bill To Ship To Company ID EPLA001 Company ID EPLA001 Company Name ADVANTECH POLAND Sp z 0 0 Company Name ADVANTECH POLAND Sp z 0 0 Product Information RMA Type Serial No Product Name Warranty E8A00183 1 KSA0024540 IPCS1206001E T Repair 2009 12 17 Delivery Information Company Name Advantech Poland Sp z 0 0 Company Address ul Matuszewska 14 budynek C5 03 876 Warsaw POLAND Contact Person erma Phone No 48 22 33 23 730 31 0 402 677 042 Fax No 48 22 33 23 732 E mail Address erma advantech p l ERMA URL http erma advantech com tw This information should be printed put into the box with defect device and sent to our Service Center 4 Shipping hints We strongly recommend that returned products should be packed in original Advantech boxes and packaging materials which ensure the best protection during transport If you do not have original packaging materials
6. AD ANTECH Enabling an Intelligent Planet e2RMA User Guide Advantech Poland Service Center Europe 2015 05 25 AD ANTECH Enabling an Intelligent Planet Table of Content 1 o No ee eS ee N How to start How to login in to eRMA How to open RMA case in eRMA system Shipping hints How to check status of my repairs Advantech Global Service Centers FAQ Advantech services AD ANTECH Enabling an Intelligent Planet 1 How to start Important Before creation RMA request and sending defected units to RMA Service Center in Poland we kindly request to read our Advantech Europe Global Service Policy located at http erma advantech com tw EuropePolicy mht Our Policy contains the necessary information concerning the process of services as well as repair in our service This informationis very helpfully for customers who want to take advantage of our service and start a good cooperation with us In order to start the RMA procedure for your defected item you ll need an RMA account first to be able to log into our website and request an RMA number Please follow the following link to access our RMA site http erma advantech com tw Please click new user registration in the upper right corner of the main screen AD ANTECH Enabling an Intelligent Planet A TECH Trusted ePlatform Services Country Region Change MyAdvantech Home Products Solutions Partners Support Contact eCatalog F estore Sea
7. Customer 7 5 What are costs of repair Service of products for out of warranty Repairs of boards flat price at LOOEUR Repairs PCL and ADAM modules flat price at GOEUR Repairs of Systems Labour 100EUR Cost of material NPF 35EUR both in and out warranty units Handling and troubleshooting costs in case of Quotation disagree 35EUR Service on demand 1 5EUR minute cost of spare parts However an official quotation can be only provided after checking unit by engineer during repair process In all cases customers receive quotations for approval 7 6 What isthe status of repair Status of repair can be always checked by Customer after log in to http erma advantech com tw using own account what is described in chapter 5 If Customer needs more detailed information he can contact with erma advantech pl 7 7 Howto proceed when unit is received after repair and it is not working gnd RMA during 30 days is called RMA DOA If problem occurs directly after repair which means within 5 working days after delivery to Customer site APSC will cover cost of transport for 2nd repair both ways Customer should contact with RMA Administrator and inform about problem After checking with engineer if problem cannot be solved via email Service will organize pick up Customer should open RMA number In case when received unit will not have the same problem or it will be NPF APSC charge for pick up service 7 8 Where the c
8. dvantech Co Ltd All Rights Reserved Site Map Privacy Policy Website User Feedback ADVANTECH Enabling an Intelligent Planet After log in each customer is able to the main page of eRMA system AD ANTECH Trusted ePlatform Services Country Region Change MyAdvantech Home Products Solutions Partners Support Contact eCatalog F estore Search B Profile Logout eRMA eRMaA Service A gt RMA Request gt Import RMA Request gt My RMA Request gt My Statistics gt My Subscription gt DOA Return Agreement gt User Manual Register General Service 4 gt Policy amp Process gt Warranty Lookup gt Extend Warranty Purchase gt Download Import File gt Contact Us gt Technical Support Advantech Global Service Presence EGA Logistics Center Regional Service Regional Service Regional Repair Regional Service Regional Service Regional Service Center Center Center Center Center Center Milpitas America Netherlands Warsaw Poland Kunshan China Beijing China Taipei Taiwan Europe 3 How to open RMA case in eRMA system All returns from customers must be authorized with an ADVANTECH RMA Return Merchandise Authorization number Any returns of defective units or parts without valid RMA numbers will not be accepted they will to the customer on the customer s cost without prior notice Creation of RMA number is an agreement of Advant
9. ech Europe Service Policy acceptance http erma advantech com tw EuropePolicy mht AD ANTECH Enabling an Intelligent Planet 3 1 RMA Request AD ANTECH Trusted ePlatform Services Country Region Change MyAdvantech Home Products Solutions Partners Support Contact eCatalog amp eStore Search G gt Profile Logout Advantech Global Service Presence eRMAService a gt RMA Request gt Import RMA Request gt My RMA Request gt My Statistics gt My Subscription gt Cust Shipping Invoice gt Service List Regional Service Regional Service Regional Repair Regional Service Regional Service Regional Service Center Center Center Center Center Center Milpitas America Netherlands Warsaw Poland Kunshan China Beijing China Taipei Taiwan Europe AD ANTECH Enabling an Intelligent Planet 3 2 Select Bill To and Ship To Company Address ADVANTECH POLAND Sp z 0 0 SAREE Plame siteit your company daah Pick Ms Marzena Koprowska Please comract if original data is wrong 48 223323730 Please correct if original data is wrong sconactobieNos ut Matuszewska 14budynek C5 Katka A 1p 03 876 WARSZAWA Greater Copy to Ship To Company Name Pick Please select your company through Pick Contact Person i ContactPhoneNo 2202 Company Address o Shipping Instruction ie cone
10. ip Product Interests Choose the one that best suits your needs Industrial Automation Industrial Panel PC s Touch Panel Computers Flat Panel Monitors HMI Ruggedized Embedded Automation Computers UNO Programmable Automation Controllers PAC Data Acquisition Modules ADAM amp Plug in O Cards Industrial Ethernet amp Comm Cards ICOM Motion Control Digital Video Surveillance DVS Industrial Computers Blade Computing Platforms CPCI ATCA uTCA AMC Half Size CPU Card Industrial Computer Chassis amp Systems industrial Motherboards Medical grade Computers Network Security Platforms Panel PC LCD Panel PICMG Single Board Computers Embedded Computers Ruggedized Single Board Computers 40 85 C Windows CE Windows XP Embedded x86 Single Board Computer 0 60 C Vehicle mount Computers PC 104 Mobile Computing Embedded Single Board Computer ARM Xscale Embedded Single Board Computer EBX 3 5 ETX COM Express Compact Embedded Computers ARK Embedded All in one Fanless Computers Service Ready Platforms Digital Signage eHome Appliances Fields marked by a red star are obligatory We are not able to create a new account for you without this information When all required information are filled in please click Create Account After submitting the registration data Advantech Poland Service Center APSC will create an account based on this information After that APSC wil
11. l send you the login information Please make sure you filled in your VAT nr in the registration form what is very important for EU Customers When the information included in the form is correct and it doesn t require the additional confirmation a typical time of the account creation for the customer is one day Please be informed that VAT no is always verified and checked by our department In case of disagreements we contact with the customer and ask for VAT no confirmation When the request remains without response APSC does not take responsibility for delay in registration process AD ANTECH Enabling an Intelligent Planet 2 How to login in to eRMA system When information regarding login is delivered you will be able to log into eRMA system and start RMA procedure for your defected item AN pE Trusted ePlatform Services Country Region Change MyAdvantech Home Products Solutions Partners Support Contact eCatalog estore Search G Welcome A veoooooe Global Access Local Support Engh x Welcome to ADVANTECH RMA sinso New User Register Now ERMA Service Warranty Service Contact Regional Service Repair Center Create a RMA Register Product 7 amp k My RMA Records Warranty Lookup mel My Statistics Extended Warranty Purchase hee Tt hy My Subscription Milpitas America Warsaw Poland Kunshan China Beijing China Taipei Taiwan Copyright 1983 2008 A
12. n unit is received after repair and it is not working gnd RMA during 30 days is called RMA DOA If problem occurs directly after repair which means within 5 working days after delivery to Customer site APSC will cover cost of transport for a repair both ways Customer should contact with RMA Administrator and inform about problem After checking with engineer if problem cannot be solved via email Service will organize pick up Customer should open RMA number In case when received unit will not have the same problem or it will be NPF APSC charge for pick up service 8 Advantech Services Advantech offers extended services to meet special customer requirements They are as follows 8 1 Extended Warranty to protect your products in a better way within you budget Advantech Extended Warranty Service can be purchased along with your product order or within 90 days of your product purchase We provide 3 months 6 months and 1 to 3 years extended warranty service to help customers to manage their maintenance budget in advance AD VANTECH Enabling an Intelligent Planet You can also buy extended warranty online and register your product at http www advantech com 8 2 Fast repair service Advantech offers 12hours Fast Repair Service After receiving the defective unit the product is guaranteed a repair turnaround time of 12 hours Service is available only for board level repairing More information you can find under the following link h
13. ntech Global Service Center AASC Advantech America Service Center Milpitas USA Tel 1 408 519 3800 Fax 1 408 519 3801 ags usa advantech com AESC Advantech Europe Service Center Tel 31 0 40 267 7077 Fax 31 0 40 267 7073 For German Customers 49 0 211 97 477377 For Italian Customers 39 0 029 54 49666 ags europe advantech com ACSC Advantech China Service Center Beijing China Tel 86 10 6298 4346 Fax 86 10 6298 4342 ags china advantech com ATSC Advantech Taiwan Service Center Tel 886 2 2218 4567 Fax 886 2 2218 7549 ags taiwan advantech com Advantech Europe Service Center Poland Office Toll Free 00800 2426 8080 81 Phone 48 31 51 100 Ul Dziakkowa 121b budynek F3 02 234 Warsaw Poland AD VANTECH Enabling an Intelligent Planet 7 FAQ 7 1 How long will take repair process Repair Time in warranty Typical repair time TAT is less than 14 working days with average repair time 5 working days In less than 1 of cases when Spare Parts are not available on stock or quality issue occurs repair time is increased up to 8 weeks In such situation RMA administration contacts with Customer and mutually aligns correct way how to solve issue Repair Time out of warranty Typical repair time is 14 working days time needed for quotation approval on Customer side If spare parts are not available they are being ordered after a quotation is approved 7 2 Can I send for repair
14. rch g Welcome Email D Password Language English M lt eRMA Service i Warranty Service Contact Regional Service Repair Center Create a RMA Register Product i N My RMA Records Warranty Lookup 2 al My Statistics Extended Warranty Purchase a My Subscription TEN iy Milpitas America Warsaw Poland Kunshan China Beiing China Taipei Taiwan Copyright amp 1983 2008 Advantech Co Ltd All Rights Reserved Site Map Privacy Policy Website User Feedback Please fillin all of required information as completely as possible Home Products Solutions Partners Support Contact estore eCatalog Search ia zr Member Registration The fields indicated with an asterisk are required to complete your registration other fields are optional Please English iv make sure your email address is correct as this will become your login ID to Advantech web services You must receive email there in order to verify this account Member Account Email Check if you are registered already Password i Confirm Password Personal Information First Name Last Name Company Name Bill to address Ship to address Country Select Country x AD VANTECH Enabling an Intelligent Planet Additional Information Job Function Phone Number Mobile Number Address Line1 Address Line2 City State Province Z
15. tages as you can see on the below print screen Request Receive Repair Ship AD VANTECH Enabling an Intelligent Planet et RMA No E11300166 1 RTV DAMAGED Serial No 9692035501E Product ECB0014381 RMA Type Repair Workflow Regular Warranty Whole Set S N Whole Set P N Estimated Date Problem REWORK AGS Info Analysis Order By agnieszka lendo advantech pl RMS erma Back To Back RMS Repaired By wiesiaw stefanczyk Check by Repair Status Rework Repair DT 3 9 2011 Back Repaired by Back Check by BAck Repair Status Back Repair Dt 2011 39 2011 3 9 2011 3 9 2011 379 agnieszka l anna sistko wieslaw ste return to warehouse Rank return to warehouse 5 1 request Request means that customer already created a new eRMA no for his repair 2008 9 24 Request roberto ric 5 2 receive Device was already received in our eRMA system checked by our logistic department and forwarded for repair 2008 9 22 els janusz AD VANTECH Enabling an Intelligent Planet The expected time of repair is less than 10 working days In case of delay we inform Customers accordingly In case of out warranty products we prepare the quotation for defected unit Then quotation is sent to customer for confirmation Quotation is prepared in RMADB date base We get from customer the answers e Agree for the quotation then we start repair e Disagree we send back or discard defected product according to customer
16. ts which have been misused abused or subjected to unauthorized disassembly modification placed in an unsuitable physical or operating environment improperly maintained by the customer or failure was caused which ADVANTECH is not responsible for both by accident and other cause 7 12 How to proceed with DOA unit If malfunction occurred during the first 30 days 45 days for Premier Gold and Platinum Channel Partners Advantech covers all transportation costs and makes repairs in the highest priority or organizes replacement Customer need to open RMA and fill in DOA form at http erma advantech com tw AD VANTECH Enabling an Intelligent Planet APSC RMA Administrator will arrange pick up and inform Customer about shipping details The TAT is 5 working days If repair time is increased RMA administration contacts with Customer 7 13 What are costs of repair If you wish to know cost of repair please contact RMA Administrator erma advantech p however an official quotation could be only provided after checking unit by engineer 7 14 What is the status of repair Status of repair can be always checked by Customer after log in to http erma advantech com tw Using own account If Customer needs more detailed information he can contact with erma advantech pl 7 15 What are flat costs of repair Repair costs are provided in global policy located at http erma advantech com tw EuropePolicy mht 7 16 Howto proceed whe
17. ttp www advantech com tw service Expedite Repair aspx 8 3 Pick Up Service amp Expedited Transport After Repair Advantech can offer pick up and faster transport Price table is available under the link http 7 www advantech com tw service Pick Up Service aspx 8 4 Advanced Replacement Service Advantech prepares replacement units in advance When customer experiences system failure replacement units can be cross shipped via next day service to customer to minimize downtime Information you can find below http www advantech com tw service Replacement aspx 8 5 Upgrade service Advantech enables hardware upgrades after a system s been purchased providing new levels of system flexibility and productivity enhancement http www advantech com tw service Upgrade_Service aspx Thank You
18. ustomer can get a technical support For Customer from Eastern Europe technical support contact window is customerservice eeu advantech eu AD VANTECH Enabling an Intelligent Planet For other regions Europe Customerservice aeu Advantech com 7 9 How long willtake repair process Repair Time in warranty Typical repair time TAT is less than 14 working days with average repair time 5 working days In less than 1 of cases when Spare Parts are not available on stock or quality issue occurs repair time is increased up to 8 weeks In such situation RMA administration contacts with Customer and mutually aligns correct way how to solve issue Repair Time out of warranty Typical repair time is 14 working days time needed for quotation approval on Customer side If spare parts are not available they are being ordered after a quotation is approved 7 10 Possible repair old products All Advantech products can be repaired after warranty period Typical possible service period is 5 7 years after products EOL All depends from availability of spare parts It is better to ask RMA Administrator if unit is very old Contact erma advantech pl 7 11 Warranty after repair out of warranty If a product has been repaired by ADVANTECH and within three months after such a repair the product requires another repair for the same problem ADVANTECH will do this repair free of charge However such free repairs do not apply to produc
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