|
Europe, Japan, Korea, Australia and New Zealand
For questions regarding an RMA, please contact your local sales representative or service organization for assistance.
USA, Canada, Asia (Excluding Japan and Korea) and Latin America
What do I do if I have a scanner that is not working?
If you have a scanner that is not working, it most likely will need to be sent into one of our service depots for repair. If you are uncertain, Technical Support can assist in determining if your scanner is in need of maintenance. Prior to sending a unit in for repair, you will need to obtain a Return Material Authorization (RMA) Number. You can complete a RMA Repair Request online.
Where do I send my product for repair?
After obtaining an RMA number, you will want to send your scanner to the appropriate Depot Center. The Support Coordinator will supply you with your Depot Center Location.
What is the status of my RMA?
We are pleased to offer RMA Status lookup online, so you are able to access the details of your repair at your convenience. This online tool will inform you of when we received your unit, the problem diagnosis, as well as the ship date and tracking details of your repair. For your security, a Logon and Password is required. If you do not have a password, please submit a request to establish your New RMA Account. You may also contact a Support Coordinator who will assist you with your status inquiries.
What is the lead-time for repairs?
Lead-time varies depending on the status of your product once received. Your product status will fall under one of the following categories:
- Flat-Rate Repair: 10 business day turnaround
- Factory Warranty: 10 business day turnaround
- Extended Factory Warranty: 5 business day turnaround (Service Contract)
- Warranty Plus: Quick Replacement for next day (Service Contract for Domestic Customers)
At times there are exceptions to the above estimated lead-times. They depend on depot center backlog, and availability of parts. Our goal is to meet or exceed the above lead times, and to return a quality product in a timely fashion.
What do I do if I have received a new scanner that is not working?
In the unforeseen event that you receive a scanner that is not working upon arrival, please contact our Technical Support Department in order to assist in diagnosing the problem. At times, the solution is something that can be resolved over the phone. If it is not a solution that can be provided over the phone by Technical Support, and you purchased your scanner directly from Datalogic Scanning, Inc., we will arrange for a "swap" between your failed unit and a replacement unit.
If your unit was purchased from a Distributor or Reseller, we ask that you contact them directly to initiate the replacement process.
If I can not be without my scanner for service, what other options are available?
We understand that it is not always efficient for a business to have "down-time", therefore we have maintenance agreements available.
How do I know if my scanner is covered under warranty?
Warranty periods vary depending on product type and geographic location. Please contact a Support Coordinator for specific warranty details.
|
RMA FAQs (Frequently Asked Questions)
