RMA (Return Material Authorization) Procedure Overview

MikroTik warrants all RouterBOARD series equipment for the term of fifteen (15) months from the shipping date to be free of defects in materials and workmanship under normal use and service, except in case of damage caused by mechanical, electrical or other accidental or intended damages caused by improper use or due to wind, rain, fire or other acts of nature.

To return failed units to MikroTik, you must perform the following RMA (Return Merchandise Authorization) procedure. Follow the instructions below to save time, efforts, avoid costs, and improve the speed of the RMA process.

1. 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 in Latvia.

2. MikroTik does not offer repairs for products that are not covered by warranty. Exceptions can be made for: RB/1000, RB/1000U, RB/600, RB/600A and RB/800

3. Out-of-warranty devices and devices not covered by warranty sent to Mikrotik will be returned to the sender at sender's cost.

4. MikroTik may offer to its Clients a compensation system for certain RouterBOARD models by substituting failed units with new ones, up to 2% of the amount of products purchased by the Client. Sold amount will be counted starting from date listed below.
The list of products that will be compensated:

RMA 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 the Support Department agrees that the unit cannot be revived on-site, and a repair procedure must be performed, Support Department will give you authorization code and link to the Hardware support request form.

2. Fill Hardware support request form. This form only accepts devices directly sold to you and only items that are covered by warranty. For all items you must provide a problem description and serial number. Products with no serial numbers (such as power supplies) will be selectable from the table of items that were delivered to you.

3. Check if it is possible to obtain compensation by choosing "Calculate compensation". System will show how many units can be compensated. Mark specific units that you wish to be compensated and choose "Approve compensation".

4. You will be asked to destroy the compensated units by drilling holes in certain locations, and take a picture as proof. In rows with units that you chose to be compensated, you will see an image of the device with possible locations, and instructions for each unit where to drill the holes. Take picture with the destroyed device from both sides, so that the drilled holes and serial number can be clearly identified, and then upload pictures in the RMA form. Each device will have different places to drill holes.

5. Confirm Hardware support request form.

6. You will receive an E-Mail with the RMA number and Approval code. 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 confirm RMA form and monitor the progress of the RMA process.

7. Within two working days(exception can be official Latvia holidays) after you have confirmed hardware support request form, the MikroTik RMA department must approve, decline or request additional information via e-mail about unit compensation. As soon as compensation is approved, RMA form will show possibility to approve the submitted list. MikroTik will arrange compensated unit dispatch together with next shipment or separately, based on special request.

8. In http://rma.mikrotik.com/ please check the RMA shipment and confirm that all items that are in shipment you will indeed ship to us, other items please remove from the form "current shipment".
You will be able to use a prepared standard shipping invoice, generated by the RMA system. In case you wish to use your own Invoice, it is important to write on your invoice the RMA Number and also the following: "FOR CUSTOMS PURPOSES ONLY. NO COMMERCIAL VALUE."

9. Please make sure that you have correctly identified the problem and that the unit is indeed not working, because customer has to pay shipping charges and 50$ for testing of each unit, 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)

10. Products being returned must be shipped at your expense. If the repair is done under warranty, MikroTik will return the product to the customer at no charge.
The RMA shipment number must be on the outside of the return package, and if you use MikroTik invoice - it must be included in the shipment otherwise if you use your own invoice - you need to include printed RMA shipment unit list in the shipment, or the package will be rejected and returned to customer.
Contents of the package must match the information on the printed RMA shipment unit list, or the package will be returned as is. The customer will pay for the return shipping of products that are not covered by warranty.

11. 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 invalidation of warranty.

12. Please send the shipment to the RMA facility address (will be issued upon approval of your RMA form).
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).

13. Compensated units with drilled holes must be stored for next 3 months after compensation is approved. MikroTik keeps the right to ask for compensated board samples for inspection. If the device is not dispatched to MikroTik within one month after board is called for inspection, MikroTik will not provide new unit compensation, until asked boards are inspected. Shipping expenses are paid by the customer in case of inspection recall.

Useful information:

• 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)67317701
• 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.