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PRODUCT RETURNS
If you have exhausted all troubleshooting possibilities with an ENCOM wireless product, please contact the ENCOM-authorized dealer or distributor who sold you the product to arrange for a return of the item in question. ENCOM will only accept product returns if the item was purchased directly from ENCOM. And in that scenario, all returns to ENCOM must be accompanied by a Return Material Authorization (RMA) number
Click here for troubleshooting steps for Broadband Radios
- Does the unit power on?
- If the unit does not power on, check cables, connections and PoE. If unit still does not power on, proceed with RMA.
- If the unit powers on, are you able to connect to the radio using the STRATOS software?
- Make sure you are using the the latest version of the STRATOS software (ControlPAK for CommPAK IP units).
- Try connecting to the unit with another PC.
- If unable to connect to the radio using STRATOS, check cables, connections and PoE.
- Test existing cables and PoE with known good radio.
- Replace suspected bad cables with known good cables.
- If able to connect to the radio using STRATOS, try resetting the radio to default through the STRATOS software (select the radio on the Radio List, then click on Radio on the toolbar, followed by Restore Factory Defaults). Proceed with RMA if unable to restore the unit to Factory Defaults.
- If able to connect to the radio through the STRATOS software, but you are experiencing partial or full communication failure, proceed with RMA.
- If experiencing weak signal strength or poor connection quality:
- Maximum your antenna height by placing it at a higher location
- Use a higher gain antenna
- Adjust the polarization of your antennas from vertical to horizontal
- Ensure all antenna connectors and cables are firmly secure
Click here for troubleshooting steps for Serial Radios
- Does the unit power on?
- If the unit does not power on, replace the power supply with a known good power supply. If unit still does not power on, proceed with RMA.
- Make sure you are using the latest version of the ControlPAK software.
- Try connecting to the unit with another PC.
- If unable to connect to the radio using ControlPAK, check cables and connections. There are known issues with using a USB to Serial cable. See this page for more information concerning USB to Serial cables.
- Test existing cables with known good radio.
- Replace suspected bad cables with known good cables.
- If able to connect to the radio through the ControlPAK software, but you are experiencing partial or full communication failure, check to see if you are able to upgrade the Firmware on the Radio (through the About Tab). If, after applying the Firmware Upgrade, you are still experiencing partial or full communication failure, proceed with RMA.
- If experiencing weak signal strength or poor connection quality:
- Maximum your antenna height by placing it at a higher location
- Use a higher gain antenna
- Adjust the polarization of your antennas from vertical to horizontal
- Ensure all antenna connectors and cables are firmly secure
- Run the Antenna Diagnostic test in the ControlPAK software. A VSWR inbetween 1 and 2 is good. If a higher reading is observed, check the attached antenna system for problems, such as a loose connector, moisture inside the RF cable or obstructions in front of or close to the sides of the antenna, etc.
Click here for troubleshooting steps for Contact Closure Radios
RMA PROCEDURE
- All units that are being submitted for an RMA should be tested using the above troubleshooting steps.
- Submit your RMA request online by filling out the online RMA form below.
- An RMA number will be assigned to your RMA Request and sent back to you via email within the day that you submit the request.
- Print off the assigned RMA Form and include a copy of it with your shipment.
RMA SHIPPING
- All products being returned under this RMA must be shipped Prepaid - Bill Duty, Tax and Shipping Charges to Shipper. All shipments sent “Freight Collect” will result in shipping charges being charged back to the client.
- Send shipments back with the Expedited service. Shipments sent to ENCOM via Standard or Ground service result in additional brokerage & duty costs to ENCOM, and will be charged back to the client plus an administration fee of $30.00. Shipments via Air service are strongly recommended.
- All packages and customs paperwork must be marked with “CANADIAN GOODS RETURNING FOR REPAIR”. Please make sure that is written in the description of goods on the waybill. Packages not marked in this manner result in additional brokerage & duty costs to ENCOM, and will be charged back to the client plus an administration fee of $30.00.
- The RMA number MUST be on the outside of the return package(s) or the package(s) will be refused. Please make sure that it is noted on the reference line on the waybill.
- Contents of the package(s) must match the information on the RMA form or the package(s) will be returned as is.
- Products being returned for credit or exchange MUST be in the original box with all accessories, manuals, and/or software and in NEW, unused condition.
- If the repair is done under warranty, ENCOM will return the product to the Customer by UPS Expedited service at no charge. Other shipping methods must be paid for by the Customer. Please note that ENCOM does not ship via FedEx.
- The Customer will be responsible for all shipping, brokerage, duty & repair costs on non-warranty repairs.
RMA PRICING
- Items within ENCOM's Warranty period will be repaired or replaced and shipped back at no cost. A replacement unit is at the discretion of the company.
- Dealers or Customers with an RMA requiring out of warranty or non-warranty repair will be contacted by an ENCOM Representative who will provide estimated costs for the required repair. These costs will include labor, billed out at $75.00 per half hour, plus materials. Return shipping charges will be paid by the Client.
- Units tested with no fault found, whether under warranty or not, will be assessed an evaluation fee of $75.00.
- If a Customer submits an out of warranty or non-warranty unit to ENCOM for repair and declines to have the unit serviced after ENCOM has tested or otherwise evaluated the unit, the Customer will be charged for ENCOM’s time spent on such testing and evaluation and other applicable charges. The minimum assessment fee is $75.00.
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We are unable to repair legacy radios that do not appear in the Radio Category/Model Number dropdowns, below. If the radio you wish to have repaired does not appear in the dropdowns, please contact your ENCOM-authorized dealer or distributor who sold you the product to discuss alternate options.
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