RMA Requests

Please contact our Technical Support Team for troubleshooting assistance to determine if we can resolve the issue with your device.

If it is determined that repair is required, then we will guide you with the RMA process.


 

Encom’s Warranty RMA Process:

1.  The Customer fills out and submits the Technical Support webform.

2.  Our Technical Support Team will respond within 24-48 hours to confirm warranty status and ensure our understanding of the issue(s) with the device.

3.  If the issue is unresolved, Encom will issue an RMA# to the Customer.

4.  The customer arranges and pays for shipping the defective product to Encom. Encom will inform the Customer when the product has been received at our head office.

5.  Encom will diagnose the issue(s) with the device and repair to factory-certified specifications. Upon completion, Encom will arrange return shipping to the Customer. The Customer will be advised and provided with a shipment tracking number.


 

For products that are OUT OF WARRANTY:

1.  The Customer fills out and submits the Technical Support webform.

2.  Our Technical Support Team will respond within 24-48 hours and assist the Customer with basic troubleshooting steps.

If the issue is resolved, an RMA is not required.

If the issue is not resolved, and RMA conditions have been met, the Customer has the option of shipping the unit to Encom for a more in-depth assessment. If the Customer chooses this option;

2.1  Encom will issue an RMA# to the Customer.

2.2  Customer will prepay the assessment fee.

2.3  Customer arranges and pays for shipping the defective product to Encom.

3.  Encom informs the Customer when the product has been received.

4.  Encom will diagnose the issue(s) with the device and send the Customer a detailed repair quote. If the Customer decides to
proceed with the repair, the customer must provide a purchase order to Encom before any repair(s) are performed.

5.  Upon completion of repair(s), Encom ships the product back to the Customer.


Encom Out of Warranty RMA Process Diagram

rma-process-flowcustomer-version
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