2 RMA Procedure
2.1 The Customer fills out the ACT RMA form(see attachment ) with the following information:
　- Customer name.
　- Name of contact person.
　- Customer shipping address, TEL number, FAX number and E-mail address.
　- Products model name and S/N number.
　- Fault description.
　- accessories status and so on.
2.2 Customer faxes or E-mail the RMA application form to the ACT Customer Service Department.
2.3 Customer Service Department validates the contents of the DOA / RMA application. If the information declared in the application is valid, the Customer Service Department window then assign the customer a DOA / RMA number indicating that the DOA / RMA application is approved.
2.4 Please pack the returned goods as the same order as it shows on the RMA from.
2.5 ACT will not guarantee the lead time if the customer does not comply with the RMA procedures due to the lack of necessary documents for validation and verification purpose.
2.6 ACT’s Distributors are suggested to indicate the problem symptom by attached a label on the back of each return material to avoid DOA / RMA goods be returned back to customer without repair. So ACT suggests that the distributor should ask the their customers to describe the cause of the product malfunction in detail.
2.7 In order to avoid causing more damage to the returned materials during transportation, the distributors are suggested to pack each returned item properly. The standard ACT packing material should be used for any returned of DPF, in case of DPF broken due to improper packing any extra repair/replacement cost incurred will charge to customer.
2.8 If it is found that some of components inside the returned material are missing, the ACT repair engineer shall supply the missing components before maintenance. The charge for add the missing parts shall be included in the RMA service charge.
2.9 ACT Customer Service Department will inform customer should there be found lost items in the shipment upon receiving check. The actual quantity of items found on receiving check would be sent back to customer after repair processes and not the quantity declared by the customer.
2.10 In case of out of warranty or workmanship, the RMA service charge is the SUM of the Material and Labor charge. ACT will issue the customer repairing quotation and request customer’s approval.
If the customer agree to pay for the whole items which mentioned in the repairing quotation, please mark or tick option one and sign for it.
If the customer disagree to pay for the whole items which mentioned in the repairing quotation, please mark or tick option two and sign for it.
If the customer only agree to pay for the some items which mentioned in the repairing quotation, please mark or tick option three and put comment on it, then sign for it.
The material charge is calculated base on the components replaced or supplied by ACT during maintenance.
2.11 When the maintenance is completed, the Customer Service Department shall prepare the maintenance report and the packing list to arrange the shipping back the RMA items to the customer. The Customer Service Department shall also inform the customer with details for customer to made a preparations in receiving back the delivery.
2.12 The customer shall inspect the materials upon receiving them, if no mistakes are found then it is concluded that the RMA case is formally closed.
2.13 If customer ships Non-ACT product back to ACT for repair, the product will be returned with customer’s cost and without repair.