Return Material Authorization (Service RMA) · Return Material Authorization (Service RMA) Customer’s RMA process Customer has to follow these steps; whenever there is a faulty

Return Material Authorization (Service RMA) Customer’s RMA process Customer has to follow these steps; whenever there is a faulty item (RMA).

1- Customer has to excess APTEC/TDME website for the faulty unit: http://aptec.ae/myReports/rma-submit.aspx ( APTEC RMA LINK) http://aptec.ae/TDMERMA/rma-submit.aspx ( TDME RMA LINK)

Fig: 1

2- Customer has to enter the information in all the required fields. 3- Once the required information entered; customer should press “ add” button

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Aptec RMA Process:

1- Once customer logs the request on our website; we will receive an e-mail for the same request. Please see below Fig:2

Fig: 2 2: Once we receive the alert e-mail for the request we have to log to Citrix

3: Click on the PICK WEB Request

Double Click on Pick web request

Click on RMA Management tool

4- Please pick up the request and click on save and exit

1-click on pick and then click on Save and exit

5- Click on Approve RMA

Double click Approve RMA

6- Please click on check to find it out if this particular is sold by TDME/APTEC or not

CLICK on CHECK

7- When you click on check the invoice number will automatically come, with cost and selling price which is helpful tool for issuing the credit notes

Invoice date

8- Please check the vendor policy if the particular item is under warranty; we can check the vendors website or e-mail them to find it out if the item is under warranty or no 9- Once we find it out that this is under warranty we have to approve the request.

10- After the above validation; it is time to send an approval e-mail to the customer

Please click on approve first then save

Invoice number will appear automatically

Double Click on send approval e-mail

11- Under approval e-mail; below details will appear; we have to click on the given box

Click on this box

12- When we click the box this message will appear; click on send e-mail button if the customer is

based in UAE; if the customer is outside UAE; please uncheck on and click on send the e-mail

Click on send e-mail

13- When you send the approval e-mail; the mail will be delivered to customer’s e-mail ID as well as to RMA department. Please see below the screen shot of approval e-mail

14- When we receive the approval e-mail; we have to send e-mail to the customer. If customer is in DUBAI our drive will go and collect; if the customer is outside Dubai; he/she has to ship the faulty unit to our address which will be on their account.

15- Once we receive the faulty units our Store assistant for RMA will check the serial number; and physical validation will be done; if the item is found damaged/ wrong serial number, an e-mail is sent to the customer to arrange the collection for the same. 16- After the above process we have to receive the product in RMA software. (Log to CITRIX, and click on RMA Management (same step as 2 under RMA process)) 17- Click on receive stock from Customer

Double Click on stock received from customer

18- After you click on “Receive from customer” the page will appear with the RMA number and customer details. If you want to look for the particular RMA number click on RMA number and press F4 on keyboard and enter RMA number

Enter RMA number and click ok

19- Click on given box

Click on this box

20- Click on Scan & Check; enter the serial number and press enter

21- When the item details are updated in the RMA management; send an e-mail or fill up the given forms from vendors to get RMA number 22- Customer to Aptec/TDME: DOOR TO DOOR and it is charged in customers account APTEC/TDME to Vendor: DOOR TO DOOR and it is charged in APTEC/TDME account Vendor to APTEC/TDME: DOOR TO DOOR and it is charged in vendor account Aptec/TDME to Customer: DOOR TO DOOR and it is charged in APTEC/TDME account 23- After receiving the RMA number; it is time to ship the faulty units to the customer and enter the details.

24- When the receive new/repaired item from vendor; update into the RMA management system

25A- If we receive credit note we have to click on, “credit note from vendor” if we are sending New/repaired item to the customer or credit notes to the customer; we have to click on the particular links in this form which are given above.

25B- To issue the credit notes to customer it is given according to the invoice value; as per new update system we can issue the credit according to the value shown automatically under “credit note to customer 26- If customer asks for the status of RMA; it can be checked under Reports by clicking on different links the particular page.

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RMA PROCESS WITH VENDORS

3com: Visit 3com Website and log the request for the faulty items WEBSITE: http://emea.3com.com/support/returns/forms/rma/Send e-mail to [email protected]; Any 3COM RMA issues. Action: We always get replacements Remarks: There are 2 categories Advance Replacement: Once we log the request; first we receive the replacement and then we send faulty units back to 3com Ship and return: First we have to send the faulty unit back to 3com and once they receive the faulty unit; they send us the replacement within 30 days.

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Avaya : Please visit the website to log the request

Warranty status : Please send e-mail to [email protected] Website: http://www.multimessage.co.uk/ Action: Repair/Replacement within 20 working days

Avaya

Please click on Repair Center

Avaya

Click on AVAYA

Avaya

Click on AVAYA

D-link: Fill up the form and send E-mail Address:[email protected]; Warranty status; will be provided by the customer service on the same e-mail address Action; credit notes/repair/replacement in 4 working days

HP Log the RMA request on the website; please obtain service report, end user invoice, part number and serial number from the customer. HP WEBSITE: http://h20375.www2.hp.com/portal/site/publicsmartportal/Customer Service e-mail address: [email protected]

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Cisco RMA process:

1- Customer needs to log the request with RMA team; providing the correct details

a) Part Number b) Serial number c) Invoice number ( to make it sure that the particular product is

purchased from us

d) Fault description

2- Kindly e-mail the provided details to Cisco to find out the warranty status of particular product before approving the request, e-mail your quarries to [email protected] and [email protected] ; some times you will get the reply that they have not soled this to TDME then you need to send the queries to Grainger, Rebecca [[email protected]] 3- Once it is approved by Cisco you can approve the customer’s request and collect the item back, you need to correctly check the serial number, part number and there should be no physical damage ( there are no problems if there are small scratches on the machines, so far I have not faced any problem) 4- Once the physical item is with you kindly log the request back to Cisco to provide you the RMA number on the same address [email protected] and [email protected] ; this is going to take couple of days, you might need to send them reminder, if Azlan, Grainger,Rebecca [email protected] 5- Once you have the serial number you can dispatch the item to Cisco by mentioning the correct RMA on the box ; Please keep on tracking the product online; put minimum price but not less than $ 20 ; kindly mention on the invoice “ this is the faulty item sending back to vendor the value is just for the custom purpose only” 6- You will always receive the credit note which is going to take 25 working days, so you have to advice customer accordingly. 7- There will not be any replacement from vendor so you need to advice customer to create new sales order, till the credit note is received from Cisco. 8- After 25 working days you need to e-mail the RMA number to Thomson Chacko ([email protected]) or me ([email protected]) to get the Credit note copy.

Linksys:

Process: The Linksys credit notes are given to customer in advanced; and we dispatch the shipment every month; Fill up the form and e-mail to linksys team [email protected]: Linksys provides us Credit note within 10 working days

SMC: PROCESS: Fill up the form and obtain RMA # by e-mailing: [email protected] Remarks: The items will be collected by them; ACTION: Status will be specified within 10 working days; If not in the stock it can take few Weeks

Belkin:

Process: Forward the request on the given e-mail address quarterly, once the credit notes are

issued you can e-mail to Febin to issue the credit notes Angelina Kamuna Wever

[[email protected]]

Service Centers Lexmark : 8000 4411734 HP: 04-3662020/ EMITAC 04-2824005 APC: 04 7099691 Al-Abbas 04-2858555 (Lonovo)Jumbo: 04-285 1485 Redington 04-2860800

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