Partner RMA Process

Partner Responsibilities for Warranty Replacements

Overview

As a Partner, you will be responsible for replacing items deemed within InVue’s warranty. This document outlines the steps required to handle warranty replacements efficiently and effectively.

Purpose

This guide ensures that partners understand the process for handling warranty claims and provides clarity on the steps for troubleshooting, hardware replacement, and technical escalation.

Prerequisites

• Familiarity with InVue’s warranty policy.
• Access to Tech Support contact information.
• Ability to troubleshoot hardware issues with the end customer.
• A depot or headquarters to manage faulty hardware returns.

Steps

Step 1: Call/Ticket Submission

• The partner receives a call or ticket from the end customer regarding a hardware issue.

Step 2: Troubleshooting

• The partner works directly with the end customer to troubleshoot the issue.

Step 3: Issue Confirmation

• If the partner confirms they cannot resolve the hardware issue, they proceed with the next steps.

Step 4: Hardware Replacement

• The partner replaces the faulty hardware for the end customer.

Step 5: Return to Depot/HQ

• The partner ensures the faulty hardware is returned to their depot or headquarters.

Step 6: Contact Tech Support

• The partner reaches out to Tech Support for further assistance.

Step 7: Technical Review

• The partner and Tech Support review the hardware issue together.
  • If necessary, the case follows the Tech Support Escalation Process.

Step 8: Issue Confirmation

• If Tech Support confirms a hardware issue: Proceed to Step 9.
• If no hardware issue is found: The partner may return the hardware to stock.

Step 9: Warranty Replacement

• Tech Support issues a warranty replacement for the partner.

Examples or Use Cases

• A customer reports a display unit malfunction. The partner troubleshoots the issue but cannot resolve it. Tech Support confirms a hardware issue and provides a replacement under warranty.
• A customer’s locking system shows no faults during troubleshooting. Tech Support determines no hardware issue, and the partner returns the hardware to stock.

Additional Resources

• InVue Warranty Policy
• Tech Support Contact Information
• Troubleshooting Guide
  • General Troubleshooting Questionnaire: Hardware
  • General Troubleshooting Questionnaire: Software
  • Spanish - General Troubleshooting Questionnaire: Software
  • Spanish - General Troubleshooting Questionnaire: Hardware

Troubleshooting

• Issue: Hardware issue unresolved after initial troubleshooting.
  • Solution: Contact Tech Support for further assistance.
• Issue: Faulty hardware not returned to depot.
  • Solution: Verify return processes with depot or headquarters.

Conclusion

By following these steps, partners can ensure efficient handling of warranty claims and maintain excellent customer service. For unresolved issues, contact Tech Support or refer to the Tech Support Escalation Process