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The definition of
defective products falls into three categories as described
below: |
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IRMA (In Warranty of Return
Merchandise Authorization) |
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Defect occurs after 100 days
of the date starting from the departure of the goods offshore
Taiwan and before the warranty has expired. |
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ORMA (Out of Warranty
Return Merchandise Authorization) |
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Defect occurs after the
warranty has expired. |
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The above terms are
determined by the purchase date on the invoice up to the time
the product is returned to hongke. hongke's repair service
procedure is as follows: |
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1. Obtain an RMA
number: |
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(1) Fill out an "RMA
request form" and send it by fax or email to the corresponding
RMA person. If you do not know who the correct contact person
is, please check hongke 's Web site or contact your
hongke sales representative. |
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(2) Hongke's repair
service personnel (RMA OP) will check that the "RMA request
form" has been completed with precise information. Once this
has been verified the customer will receive an RMA number.
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2. Package and
Delivery |
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(1) Returned products
have to be packed properly to avoid damage during delivery.
Use our original package (or the similar way) as much as you
can. |
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(2) Please indicate your
assigned RMA number on the package before delivery. |
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(3) To speed up the
repair procedure, please notify our RMA OP by email with
information that includes the shipping date, quantity, and
tracking number of your delivery. |
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3. Product Check
on Arrival |
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(1) Hongke's RMA OP
personnel will check your product within eight hours of its
arrival. |
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(2) If the product
arrives undamaged and conforms to the conditions described on
the "RMA request form," it will be transferred to Hongke's RE
engineers for repair or replaced. |
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(3) If the product is
damaged or there is some inconsistency with the "RMA request
form" description, Hongke will contact and confirm the status
with the customer before proceeding. |
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4. Repair
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(1) The repair engineer
will repair the defect as described by the customer. The
product will also be tested to ensure it is in proper working
order. |
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(2) If no additional problems are detected,
Hongke will notify the customer. |
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(3) If the customer does
not reply within 48 hours and no failure occurs during
testing, the product will be processed as NTF (No testing
failure). |
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5. Charge
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(1) The customer will be
charged for repairs if: |
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• ORMA terms apply |
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•IRMA terms
apply, but it is determined by
Hongke's repair engineer that
the defect was caused by abuse, misuse or unauthorized repair.
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(2) Repair engineers
will provide a repair report for RMA products that will be
charged. |
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(3) RMA OP personnel will send a report and
P/I (Performance Invoice) to the customer for confirmation.
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6. Package and
Shipping |
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(1) RMA OP personnel
will properly pack the repaired RMA product along with a
maintenance report. |
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(2) The RMA number and
quantity will be clearly marked on the package. |
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(3) The customer will
receive email notification of the product RMA number, shipping
date, and tracking number. |
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