RMA Procedure

Return Merchandise Authorization (RMA) Terms and Conditions

© Presence Management LLC

     To provide support to our dealer channel for defective or out of box failure of product, Presence Management provides the following procedures for processing return and repair.

End Users

End users should contact their authorized dealer to initiate repair or replacement of Presence Management hardware.

Dealers

Dealers are responsible for working with Presence Management Technical Support to validate the equipment failure, collect logs where appropriate, and initiate the RMA. Dealers are encouraged to stock spare hardware to meet critical customer requirements while the RMA is being processed. Except where detailed below, Presence Management is not responsible for providing temporary or replacement hardware while the RMA hardware is being processed.

Opening an RMA

iPECS product, call processors, gateways, telephones or any other product not purchased through Presence Management is not covered under this RMA process, either standard or advance replacement. iPECS product sourced through alternate channels must be returned to the original purchase point for support or RMA. There are no exceptions to this requirement. If you are unable to satisfactorily return the goods to the original vendor, Presence Management will make a best effort to facilitate repairs at a cost to be determined by PM.

All RMA cases must be opened with Presence Management Technical Support through the dealer support portal located at http://PresenceManagement.com/Support. If login credentials are unknown or otherwise not authenticating, please contact Presence Management Support.

      No product will be accepted for return without a valid RMA number.

To open an RMA, the dealer fills out an RMA web form. This form is found through logging into http://PresenceManagement.com/Support browsing to Forms, then opening the Submit an RMA form.

After the RMA web form is completed the submitter will receive an automatic email sent to the address they used to log in. All future correspondence regarding the RMA case will be via that email address.

Presence Management will only approve RMA requests for serialized units. If, for example, a handset is experiencing an issue that requires warranty replacement then the entire station must be included in the RMA submission and shipment.

 Presence Management Support will provide an RMA number and shipment directions via email to the technician that completed the RMA form within one business day of submission. 

 For equipment out of warranty, the dealer will be informed that the RMA request has been denied. At this point Presence Management can only offer referral to repair services, for example: Aztec Repair. Presence Management does not RMA any out-of-warranty hardware.

Shipping and processing your RMA hardware

The dealer is responsible for shipping hardware to Presence Management at their own cost. It is suggested that the shipping method used include a tracking number and require signature. Presence Management is not liable for any packages lost in shipment to us without proof from the shipment company that the package was signed for by Presence Management personnel.

All packages must be sent attention to your RMA number, as shown in the email sent to the dealer when an RMA is approved and RMA number issued.

Any packages received without a valid RMA number clearly marked on the outside of the package will be returned to sender unopened and at cost to the sender. Do not ship packages to individual members of Presence Management.

Upon receipt of the RMA hardware, Presence Management will test it to confirm the described issue. Repaired or replacement hardware will then be shipped to the dealer within 15 business days from the date the RMA hardware was received by Presence Management.

Presence Management will cover cost for return shipment of warranty hardware at standard FedEx ground rates. Expedited shipping is available at dealer request and requires the dealer specify within the RMA submission form the desired shipment method and provide a valid shipping account number to cover the shipment costs.

A diagnostic fee of $65 will apply when RMA equipment is assessed as “no trouble found”. Working with Presence Management Support prior to submitting the RMA does not guarantee the "NTF" fee will not be charged. RMA equipment found to be "NTF" will be held by Presence Management and not shipped until the dealer has been invoiced for and paid the "NTF" fee, cost of return shipment, and any other applicable charges. Please refer to the knowledge base at the dealer support portal for guidelines on how to avoid this “NTF” fee. Feel free to contact Presence Management support with additional questions or concerns.

Advanced replacement RMA

Advance replacement is defined as the shipping of a warranty product to the dealer prior to receipt of the malfunctioning unit. Before processing any advanced replacement RMA Presence Management requires that the dealer has a valid credit card on file or NET-days credit.

 

Advance replacement product is limited to critical components used in iPECS installations and does not include telephones of any type outside of the Out of Box failure window described below or servers of any type. It is the dealer’s responsibility to maintain a stock of telephones to satisfy customer needs while the RMA is being processed.

iPECS product, call processors, gateways, telephones or any other product not purchased through Presence Management is not covered under this RMA process, either standard or advance replacement. iPECS product sourced through alternate channels must be returned to the original purchase point for support or RMA. There are no exceptions to this requirement. If you are unable to satisfactorily return the goods to the original vendor, Presence Management will make a best effort to facilitate repairs at a cost to be determined by PM.

The following items typically qualify for an advance replacement RMA:

  • Out of box failure of any equipment within 30 days of first installation.
  • Phones that fail out of box qualify for advance replacement with standard ground shipment unless otherwise expedited at cost to the dealer.
  • Components deemed critical to the operation of the iPECS system include all UCP, LIK-MFIM / eMG80 call processors and most gateways.
  • Presence Management reserves the right to make the final decision regarding whether or not a gateway is critical to the operation of the iPECS system.
  • Failure of fans on power supplies or gateways, or batteries on call processors, is not considered a critical component failure and is not covered under Advance Replacement RMA. Replacement parts are available to the dealer to replace these components..

Presence Management will cover the cost of FedEx Standard Overnight (4:30) shipment for advance replacement RMA that it deems system critical and will make every reasonable attempt to ship said equipment on the same business day that the RMA request is completed, if the RMA is submitted before 4:30PM EST/EDT. Upgrades to delivery service will be at the dealer’s expense.

If a dealer is requesting advance replacement service and also requires expedited shipping they must specify their preferred shipping method and provide a valid shipping account number to cover the shipment costs.

 The dealer is responsible for shipping the defective hardware to Presence Management at their own cost. Defective equipment which had been advance replaced must be returned within 10 calendar days of receiving the advanced equipment or proof of shipment must be provided. If Presence Management has not received the defective equipment in its entirety as specified, the dealer will be billed their standard purchase price for the equipment that was advanced, no return of defective equipment will be accepted after 10 calendar days.

All packages must be sent attention to your RMA number, as shown in the email sent to the dealer when an RMA is approved and RMA number issued. 

Any packages received without a valid RMA number clearly marked on the outside of the package will be returned to sender unopened and at cost to the sender. Do not ship packages to individual members of Presence Management.

 Any hardware part of an advance replacement RMA that is assessed as no trouble found (NTF) held in the same fashion as a standard NTF. However it is not subject to the same $65 NTF fee as standard RMA cases, instead the dealer is contacted and provided with the options listed below. As with any NTF result, the RMA hardware is held by Presence Management until all related charges are paid.

  • The dealer may choose to keep the hardware to be used as a replacement by purchasing at the standard purchase price from when the replacement unit was shipped.
  • The dealer may return the hardware used as a replacement with any remaining packaging and pay a restocking fee equal to 15% of the standard purchase price from when the unit was shipped or $65, whichever is greater
    • If the replaced hardware is a processor temporary license must not be used for restock to apply.
    • If the replacement hardware is deemed unnecessary by the dealer and returned to Presence Management, the restocking fee still applies.