RMA Process

RMA Process

Agent & Client

  • Support to diagnose issue with device
  • Once qualified if there is an issue, ask for warranty check
  • Once hardware arrives at UC, diagnose onsite
  • Once issue is confirmed, if warranty still in play, start RMA process with vendor
  • Follow vendor RMA process (send back faulty device, get credit or replacement device)
  • When replacement device arrives at UC, test and get to agent/client
  • Reseller

    1. Support to diagnose issue with device
    2. Once qualified if there is an issue, ask for warranty check
    3. If warranty still in play, start RMA process with vendor
    4. Follow vendor RMA process (send back faulty device, get credit or replacement device)
    5. Have replacement shipped to reseller 

    RMA Process (with aging from original ship date)

    AgingAgent/Direct ClientReseller/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 ExpiryShipping 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 WarrantySend to Partner Team for Action and QuoteSend to Partner Team for Action and Quote


    Warranty Coverage

    If the device is replaced part way through warranty, the warranty does not restart, with the exception of initial DOA (within the first 30 days).

    BrandWarranty PeriodNotes
    Htek4 years with maximum 1 replacementNeed RMA Number from Htek
    Yealink2 years with maximum 1 replacementSend 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

    Snom3 years with maximum 1 replacement
    Send to the original distributor for warranty.  An RMA number is required before shipping

    Polycom2 years with maximum 1 replacement
    Send to the original distributor for warranty.  An RMA number is required before shipping


    RMA Outcomes

    Investigation OutcomeActionNotes
    No Trouble FoundReturn 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 - RepairReturn to Client or Partner
    Ship Ground (31+ days)

    Ship Rush if within 30 days
    Trouble Found - ReplaceReturn to Client or Partner
    Ship Ground (31+ days)

    Ship Rush if within 30 days



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