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To prevent the customers to send hardware material to the Transics Headquarters without prior analysis of the servicedesk, we ask the customer to first contact the servicedesk or a project engineer for an analysis of the problem. Otherwise material is sent without any HW problem (e.g. bug).
If the servicedesk engineer decides that the material should be returned to HQ for analysis, an RMA document must be made which should be sent together with the material. At the same time the project engineer or the servicedesk should send this RMA document to rma@transics.com.
It is very useful to describe the problem and to put the name of the servicedesk engineer on the document so the logistics department can contact you for more information. Logistics will contact you when the material arrives at HQ (just for your follow-up). The serial ID is important info as well because all SW management and HW management is done via these numbers. The serial ID can be asked via the diagnostic message (recent images) or can be asked to the customer (backside of the Quattro).
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