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RMA FAQ

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Jmundy View Drop Down
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AVADirect Sales

Joined: 08 Apr 2008
Location: AVADirect HQ
Posts: 1469
  Quote Jmundy Quote  Post ReplyReply Direct Link To This Post Topic: RMA FAQ
    Posted: 20 Apr 2012 at 12:53pm

Thank you for visiting the RMA FAQ section of AVAForums! Here, you can read the most frequently asked RMA questions.

Q. How to I send my system in for repair?
A. Contact our Technical Support department so they can troubleshoot to determine if you will be required to send your computer in for repair. They will provide you with an official RMA number so you may do so. System shipped without a proper RMA number will be refused.

Q. If I have a problem with my computer do I have to send my entire system in?
A. That depends on the nature of your issue. If it is a simple part replacement (Hard disk, RAM, Optical drive, etc...) then our Technical Support staff can walk you through removing the component, and you can ship the item for replacement. Upon receipt of the replacement item, Technical Support can walk you through installation. If the part failure is more complex (Motherboard, Power Supply, CPU cooler, etc...) we may require you to ship the complete system to our facility.

Q. Who pays for shipping, when sending my RMA to AVADirect?
A. We understand that parts failures happen, and they can be quite inconvenient. AVADirect will kindly pay for return shipping to the custom. We ask that the customer pays to ship the RMA to AVADirect. We feel this 50/50 approach is fair and reasonable.

Q. What do I need to ship my RMA to AVADirect?
A. For complete systems, it is highly recommended to retain the original packing material that your system was shipped in. You can then use said material to ship your system to AVADirect, should you need to. You will need to make sure the system is packaged in the same fashion it was originally received from AVADirect, inside and out. For parts orders, it is recommended to place the component in an anti-static bag and an appropriate shipping carton.

Q. Should I ship all of my extra accessories with my RMA?
A. Yes, although AVADirect may not require any of the materials included with your system, it is still a good idea in case we do require those accessories to implement during our testing procedures

Q. Can I upgrade my computer in the future, and how do I do this?
A. Yes, you are welcome to upgrade your computer at any time. To retain your full system warranty, it is recommended to purchase upgrades through AVADirect.com. AVADirect will cover the labor for said upgrades, if your warranty qualifies, or charge you a pro-rated hourly fee.

Q. Should I insure my RMA package?
A. Absolutely! AVADirect is not held responsible for any damaged systems/components received from the customer. It is extremely important to insure all RMA packages, should it be lost or damaged.

Q. How long does the RMA process take?
A. There are several factors to consider when sending in your system/component for replacement or repair. Depending on the item, an RMA can take up to 2-4 weeks. The Technical Support representative assigned to your case will inform you of the estimated lead time for the RMA process.

Q. Is there a way to expedite the RMA process?
A. Yes, although AVADirect offers a complete system warranty, each components is covered through the appropriate manufacturer. You are welcome to go directly through the manufacturer for replacements, without voiding your warranty through AVADirect. The individual performing the part replacement should be knowledgeable and confident to replace the item in question. AVADirect cannot be held responsible for damages caused from improper replacement, should the end-user decide to go this route.

Q. How can I find out the status of my RMA?
A. AVADirect currently does not have an automated notification system. You are welcome to contact our Technical Support department, provide your RMA number, and they will be happy to inform you with the status of your RMA.

Did we answer your RMA questions? If not, please feel free to contact us using the following information:

Phone: 216-503-6374 Option 4
Email: support@avadirect.com



Edited by Jmundy - 26 Apr 2012 at 10:04am
Joseph Mundy
Assistant Sales Manager
1-216-503-6361
joseph.mundy@avadirect.com
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