All materials returned to Expand Networks must be accompanied with an RMA number. This number is necessary to ensure proper tracking and handling of returned materials at the factory. Expand Networks reserves the right to refuse shipments not accompanied with RMA numbers. Refused shipments will be returned to the shipper via collect freight. Please contact Expand Networks Technical Assistance Center (TAC) via phone, or e-mail to obtain an RMA number.
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Expand has 2 different modes:
Back to the factory hardware warranty: Expand provides products Repair Maintenance Service for all equipment. When notified of problems concerning faulty Accelerator units or spare parts, equipment will be fixed or replaced once received back to Expand.
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Units covered under Advanced Replacement MaintenanceRequests for the Expand Advanced Replacement Service will be supported from Monday through Friday between 8:00 a.m. - 4:00 p.m. EST (excluding US public holidays). Replacement units or parts will be shipped out on the day they are requested, if requested before 4:00 p.m. EST. Please report all hardware failure problems to the Expand Technical Assistance Center.
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When opening a case where a replacement part is required, the Expand Technical Assistance Center (TAC) will request the following information: - Customer's name, telephone number, shipping address and e-mail address
- Description of the defective part(s) or problem(s) reported
- Serial number
- Software and hardware revision, if applicable
- Shipping information, if different from above
- Service contract number or site code (for Advanced Replacement Maintenance Service only)
- Priority (replacement of a defective part should be a priority 3) for details read priority of the problem
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An Expand representative will provide you with an RMA number. Customers should send the defective part to the shipping address that will be given provided together with the RMA number. Upon receipt of the defective parts at Expand's offices, they will be checked, fixed, and sent back to the customers within 30 days (unless Advanced Replacement service was requested for).
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The part(s) contained in this shipment are replacement parts provided under a purchase, maintenance, or upgrade program. Under the terms and conditions of the Expand Networks Return Materials Authorization (RMA) policy, the replaced parts must be returned to Expand Networks. Please follow these guidelines to return parts:
- Use the disposable grounding wrist trap when packing and handling electronic part(s).
- Reuse the original packaging material to return electronic parts.
- Affix an RMA return-shipping label (attached) to the outside of each package.
- Write the RMA number on the outside of all packages you return and in the reference field (Section 2) on the airway bill.
- Return the parts within 10 days of the date that you receive the replacement parts. If you are unable to return the parts within this time frame, you must contact Expand Networks to get an approved extension or an invoice will be issued for the unreturned parts at list price.
- The customer is responsible for all return shipping costs and customs duties.
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Note: For all non-U.S. returns, you must include 5 copies of the pro forma/customs invoice for each shipment, which lists the following items: RMA number; value of the items; description of items (including the Expand product number).
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