RMA Procedure

For service and repair issues, please contact or email Advantech Customer Service and Support team. You will need to provide the serial number, the part number with description, as well as a complete fault description of the unit. Please provide as much detail to the fault description; provide pictures, sample data, or print outs whenever possible. Do not simply describe the fault as “won’t start”.

Returning Units

If the product needs to be returned for repair, our team will provide you with a request form. Once the form has been returned to us, you will be contacted and given a Return of Material Authorization (RMA) number with shipping instructions. Please note, returned goods will not be accepted without an official RMA number.

When possible, please ship the product back in its original packaging. We can not accept liability for products damaged during shipping back to us.

REPAIR COSTS

Warranty Repair

Units which are under warranty are of no charge to the customer. In the event that there is “No Fault Found”, a charge of US$750.00 per unit will be invoiced to cover evaluation, labor and testing, prior to shipping.

As per our Warranty procedures, the Customer is responsible for shipment to Advantech and Advantech is responsible for the return shipment.

Non-Warranty Repair

Units which are non-warranty incur a minimum charge of US$750.00 per unit. In the event that the repair exceeds the minimum amount, a cost estimate will be sent to you for approval and a purchase order will be required to proceed.

As per our Non Warranty procedures, the Customer is responsible for shipping both to and from Advantech.

IMPORTANT

When returning items to Advantech, please indicate on the commercial invoice and shipping documents “Canadian Goods Returning to Manufacturer for Repair”, along with the RMA # provided as reference and the value for customs purposes.

Please do not send units without an RMA number.

Please visit our FAQ page for additional details or Request Support.