Aging | Agent/Direct Client | Reseller/Service Provider |
Within 30 days of shipping | Replace (Need phone back in original packaging) Why did the device not work on site, if it was tested here? Notify management with Ticket # and full details in internal comments Shipping Cost: UnitedCloud pays to ship replacement, We cover shipping (ground) back to us Advanced replacement offered, but tracked by ticket and replacement is billed to the client if the original phone is not returned within 30 days. No Deductible | Replace - Need phone back in original packaging Notify management with Ticket # and full details in internal comments Shipping Cost: UnitedCloud pays to ship replacement back to UC (and UC pays to ship to distributor), Partner covers shipping (ground) back to us NO ADVANCE REPLACEMENT. Partners should have a spare or two they can loan while the device is in RMA status anyway. No Deductible |
Between 31 Days and Warranty Period Expiry | Shipping Cost: Client pays to ship phone to UC, We cover shipping (ground) back to client No Advanced replacement $45 Deductible per phone | Shipping Cost: Client pays to ship phone to UC, We cover shipping (ground) back to client No Advanced replacement $45 Deductible per phone |
After Warranty | Send to Partner Team for Action and Quote | Send to Partner Team for Action and Quote |
Brand | Warranty Period | Notes |
Htek | 4 years with maximum 1 replacement | Need RMA Number from Htek |
Yealink | 2 years with maximum 1 replacement | Send to the original distributor for warranty. An RMA number is required before shipping |
Grandstream | 2 years with maximum 1 replacement | Send to the original distributor for warranty. An RMA number is required before shipping |
Snom | 3 years with maximum 1 replacement | Send to the original distributor for warranty. An RMA number is required before shipping |
Polycom | 2 years with maximum 1 replacement | Send to the original distributor for warranty. An RMA number is required before shipping |
Investigation Outcome | Action | Notes |
No Trouble Found | Return to Client or Partner | Contact first to ensure they want it back Ship Ground unless client/partner wants rush and they pay shipping costs |
Trouble Found - Repair | Return to Client or Partner | Ship Ground (31+ days) Ship Rush if within 30 days |
Trouble Found - Replace | Return to Client or Partner | Ship Ground (31+ days) Ship Rush if within 30 days |