RMA (Return Material Authorization) Procedure

2008-05-02: Changes to RMA Procedure affecting out-of-warranty-repairs

To return failed unit or units to MikroTikls you must perform the following RMA (Return Material Authorization) procedure. Follow the instructions below to save time, efforts, avoid costs, and improve the speed of the RMA process. Take into account that all goods have one year warranty.

0. If you have purchased your product from a MikroTik Reseller, please contact the Reseller company regarding all warranty and repair issues, the following instructions apply ONLY if you purchased your equipment directly from MikroTik Latvia

0a. We do not offer repairs for products that are not covered by warranty. Exceptions can be made for RB1000. Boards already sent in to our RMA department prior to changes in the RMA Procedure on May 2nd, 2008 are going to follow the previous procedure.

1. Send an email to the MikroTik Support department (support@mikrotik.com), detailing the problem that you are having and including as much information as possible. Also include the Invoice number, and if possible - the serial number of the device. If Support agrees that the unit cannot be revived on-site, and a repair procedure must be performed, Support Department will give you a link to the RMA request form. Fill this form and wait to be contacted by the RMA department.

2. You will receive an E-Mail with the RMA number and Approval code.

3. Go to http://rma.mikrotik.com/ and input the RMA number and Approval code in the top-right form. This will give you access to your RMA account, providing the possibility to change information on the RMA form and monitor the progress of the RMA process.

4. The following details must be indicated for each unit that needs to be returned to MikroTikls for repair:
Description and/or Part Number
Serial Number
Invoice Number
Problem Description of the faulty unit

5. The filled-in RMA form and a copy (-ies) of the original invoice should be sent to us by E-Mail or Fax before you send goods out.

6. Please make sure that you have correctly identified the problem and that the unit is indeed not working, because customer should pay 50$ for each unit(s) testing and return of freight if there were no problems found. IMPORTANT NOTICE! Before returning a RouterBOARD router, please ensure that:

• the board has a valid license (you can use serial terminal to check that)
• the problem is not related to software problems (reinstall the software with Netinstall without saving the configuration to the newest RouterOS version)

7. All products being returned under this RMA must be shipped to us at your expense. If the repair is done under warranty, MikroTikls will return the product to the customer at no charge. The RMA number must be on the outside of the return package and filled in RMA form must be included in the shipment, or the package will be rejected and returned to customer. Contents of the package must match the information on the RMA form, or the package will be returned as is. The customer will pay for the return shipping of products that are not covered by warranty.

8. Products to be returned should be properly packed to avoid damage during shipment. Such transport damages may cause false analysis results and/or lead to invalidition of warranty.

9. Please send the shipment to the following address:
SIA Mikrotikls
Pernavas 46
LV-1009, Riga
Latvia
Tel: (371) 7317700
FAX: (371) 7317701
Attn: RMA Center (RMA#_______)

10. To speed up your RMA procedure, fill in all shipping information in your RMA account (name of the carrier, flight details, airway bill number etc).

• Routers returned for repair must be either unlocked from all passwords, or the full-access password must be provided.
• If you have a broken RouterBOARD then please do not send back working power supply components (Power adapter, POE Power injector, POE Power supply or Power plug). This will save transportation costs for you.
• Please inform us of any changes to your company information:
  E-mail: rma@mikrotik.com
  Fax: (371)7317701
• You will receive notification by E-mail:
  when MikroTikls RMA center will receive your shipment
  when MikroTikls RMA center will send back to you repaired goods
• When you log into your account, you can see your RMA history. That will include all shipping information and your RMA status changes history.