RMA Policy and Procedure

Return Material Authorisation Policy and Procedure
for Virdi Distribution SA (Pty) Ltd for Clients

March 2016

Scope

This document contains details regarding Virdi Distribution SA (Pty) Ltd Return Material Authorisation (RMA) Policy and Procedure. It includes, but is not limited to, returns for assessment of faulty equipment, necessary documentation to accompany returns, quotation and repair process. This document contains no information regarding internal procedures regarding RMA, quotations and the repair process.

Definitions

Virdi: Virdi Distribution SA (Pty) Ltd located in Johannesburg or Cape Town, ViRDI hardware and software consisting of Biometric and RFID terminals, hardware unlock dongles or accessories
Client: Commercial clients of Virdi and includes – but is not limited to – Distributors and System Integrators but excludes non-clients, installers and end-users
RMA: Return Material Authorisation
Warranty: Standard 12 Month limited warranty from date of sale from Virdi to the client. Pertains to Virdi goods and equipment (excluding software but including hardware unlock dongles) as described within the Virdi Warranty Documentation
In-Warranty: Virdi goods or equipment that is submitted to Virdi under the RMA Policy and Procedure within the warranty period and which exhibit failures due to component failure attributable to factory defects
Out of Warranty: Virdi goods or equipment that is submitted to Virdi under the RMA Policy and Procedure where the warranty had expired i.e. more than 12 months from date of sale from Virdi to the client
Non-Warranty: Virdi goods or equipment that is submitted to Virdi under the RMA Policy and Procedure within the warranty period that exhibit failure due to negligence, environmental factors, abuse, incorrect installation, incorrect application or Acts of God
Assessment: Technical assessment and diagnostic of fault description supplied with the RMA entered onto a Virdi job card
Quotation: Official Virdi quotation for cost of repair or replacement
Repair: Repairs to Virdi goods and equipment according to the RMA fault report, technical assessment and diagnostic as per the Virdi job card
Fault Report: Detailed description of fault and/or symptoms of faulty goods or equipment
Serial #: 9 Digit serial number applicable to all Virdi Biometric and RFID Terminals, Single Door Controllers, Multi-Door Controllers and hardware unlock dongles e.g. UNK0000001 or UW0000001


Policy

It is the Policy of Virdi that no equipment will be accepted for RMA without the applicable documentation being present containing all the necessary applicable information and that technical assessments will be performed in line with fault descriptions provided. All applicable quotations will be issued to the client submitting the RMA and no quotations will be issued to non-clients. Non-warranty and Out of Warranty repairs will not commence until such time as the quotation provided has been accepted and an official company purchase order has been issued to Virdi

Procedure

  1. Before any goods are returned to Virdi the applicable RMA Request form must be submitted containing the following necessary information:
  • Date of RMA
  • Submitting company name
  • Submitting company address
  • Submitting company phone number
  • Submitting company contact person
  • Submitting contact person e-mail address
  • Model number of unit being submitted for RMA
  • 9 Digit serial # of unit being submitted
  • Date of purchase (from Virdi) of unit being submitted for RMA
  • Virdi invoice number for unit being submitted for RMA. If the invoice number is not available, the RMA unit will be treated as Out of Warranty
  • Full fault description or symptom description

The RMA form can be found and completed on-line at http://www.virditech.co.za/virdi-partner-portal/rma-request/ If the website should be off-line for whatever reason please contact [email protected] for a link

  1. Once an RMA request has been submitted the client can deliver faulty goods for assessment as no RMA approval number is required
  2. Once the unit and RMA Request have been received the details are captured on an internal job card creation system and a job number is assigned
  3. Virdi’s technical department will assess the unit according to the fault report and/or symptom description and enter their findings onto the job card
  4. The procedure for warranties are as follows:
    1. In-Warranty units will be repaired in line with Virdi’s warranty policy
    2. Out of Warranty units:
      1. A quotation will be issued to the client or, if not economical to repair, the client will be notified via e-mail
    3. Non-Warranty units:
      1. A quotation will be issued to the client or, if not economical to repair, the client will be notified via e-mail
    4. “No fault found” may signify that the stated fault report and/or symptom description has been incorrect or that the unit is operational and the unit may be collected from Virdi premises
  5. The procedure for repairs are as follows:
    1. In-Warranty units will be repaired in line with Virdi’s warranty policy
    2. Out of Warranty units:
      1. Dependant on whether the quotation issued has been accepted and an official purchase order has been received repairs will commence at the earliest available opportunity
    3. Non-Warranty units:
      1. Dependant on whether the quotation issued has been accepted and an official purchase order has been received repairs will commence at the earliest available opportunity
    4. RMA units that have been assessed and where a quotation has been supplied but not yet accepted will be kept for a maximum period of three (3) calendar months in the Virdi RMA store. The units must be collected by the client before the three (3) months have expired. Once the three (3) months have expired Virdi will send faulty units for destruction and recycling
    5. RMA units that have been assessed and where a quotation has been supplied but declined will be kept for a maximum period of one (1) calendar month in the Virdi RMA store. The units must be collected by the client before the one (1) month have expired. Once the one (1) month have expired Virdi will send faulty units for destruction and recycling
    6. Repaired units will only be released to the client if the client’s account is in good standing. COD clients will have to comply with Virdi’s standard policy regarding payments
  1. If an RMA unit has been deemed as “No fault found” but the fault and/or symptom persist the above process must repeat itself as a new job card will be created. It is therefore of the utmost importance that the fault report and /or symptom description is as complete as possible in the in initial RMA Request
  2. When collecting either repaired or unrepaired units the clients will receive a copy of the job card. No job cards will be e-mailed to the clients
  3. It remains the responsibility of the client to keep internal records of repairs submitted, internal job card numbers, serial numbers and invoice numbers.