A few tips on RMA – mostly electronics
I work in a PC retail store that sells general electronics. I'm a part of both sales and support and over the years, I've noticed just how little customers know of their rights, how it is done and what they can and cannot expect. So I've decided to write up a little list of things, that might help further people out so they know what they can and cannot do.
This is mostly relevant in Denmark and on the subject of components for PCs and general electronics. A lot of the tips offered will work in most situations but the laws might be different in your country.
So you got a faulty product and it's within the guarantee? Read through this list to ease the pain of getting it repaired or exchanged.
1) Troubleshoot the product first. Many times (at least 20% at my work) your product is not faulty, but is simply not used right or there are other things influencing it.
So, to avoid being made a fool of, research your means of troubleshooting your product. Google is an excellent tool in this situation or you can see if the manufacturer of the product got a forum or a support board. See if anyone got the same problem - if they do, it is most likely a known problem but they will also describe what they've done to make sure that this is the actual issue.
There are also several tools available, at least for PC hardware, that can test your setup. Then by the rule of elimination, you can figure out which one of your parts are faulty. Instructions about this can be found on google - but I can write up a little guide too, if it is needed. Just ask.
2) Check if the manufacturer of your product got direct support. This means that you can, most likely through their website, set up a RMA and/or a case. In Denmark, they will need to pay for transportation back and forth so a repair will not cost you a dime.
Products that most likely are under direct support:
- TVs
- Home theatre systems
- Laptops
- Big server solutions
- Cameras
- Printers
Manufacturers that got direct support in most areas of the world:
- Samsung
- Sony
- Canon
- Acer
- Asus
Obviously there are many more, who values a great support, so either contact them or look up on their website. Note that most PC hardware is not covered with direct support, except perhaps harddrives. Also note that if you are required to send it out of country, they might not like if you demand free transport, even if it is stated by law. This can be a hard thing to swallow, but if you want to go all the way out, ask for a local representative for your country or a supervisor. Present your case calmly, obviously.
3) Still not 100% sure what to do? Contact your place of purchase and ask what to do next. Don't be "that guy" and demand stuff, be reasonable and friendly - and you will also get helpful advice back. Explain what you've done so far and what the next logical step will be. You can also ask if there is anything more you can do as a customer.
4) In the end, if you are quite sure what is faulty - then take it to your place of purchase and turn it in as an RMA. Only do this, if you are absolutely positive if there is no direct support on your product. Remember to present a very throughout description of the problem and what you've done so far. The difference between a bad and good description can be several days on or off the testing time. Note that no one will do anything on your product, until they find the error itself.
So your product is now in to be repaired or exchanged, what can I expect?
First of all, be patient. Understand that there are huge gears rolling and you cannot be favored over other customers. You will, most likely, be put in a queue. When you turn the product in, you can ask about how long it will take before it is looked on or if they know how big a queue is ahead of you. It can give a little idea on just how long time it might take.
Most places got a RMA system, which keeps you updated on what is going on or where you can go in and request an update on the situation. Make use of this, but you will in many situations get a very vague description. If you have not seen any update on this for a week or more, try to contact them and hear about a general update. Do not contact them every day, just because you think it will be quicker that way. All you will do, is delay time that could be used on other things and generally be wasting the time of everyone, including yourself.
Note that many products needs to be sent to a place that can repair it. Most retailers can only test that the error is there and then send it on.
It has now taken a couple of weeks, what are my rights?
This, unfortunately, sometimes happens. But you are covered, at least here. According to Danish law, a RMA case is only allowed to be in, in an "acceptable" amount of time. This is a very subjective thing and if asking a lawyer, it can be anything from 3 to 5 weeks. Check up on the status on your RMA through their system, so you at least know something is going on. If it's been sent to an external place, you can contact your place of purchase and hear, if they got an update on it - but note that some repairshops needs to be contacted by email, so an update can take awhile to get. If the status has remained unchanged for some time or you simply have not received any update on it, when approaching week 3 to 5, ask about what will happen now. Don't tell them your rights, as they will already know it. Be friendly, understanding and most of all, respectful. It's another person you are talking to. Do not be demanding, either.
If the repair is stretching out too much, your place of purchase might offer to exchange the product for you. If it is an outdated product, that can no longer be obtained, then you are entitled to get a similar or better product. Do not expect you can get something that cost the same, as your product did back then. Prices will always decline, so your $100 product back then can cost $20 now. Tell them what criterias you have, i.e. if it's a TV that you purchased just because it had 2 HDMI plugs, then tell them that so they can find something that is just as good or better.
If they do not have a similar or better product at all, you can ask for another product all together. If they don't have anything you want at that time, you can ask for all your money back - but you will need to send them in everything you got with the product when you received it. This includes manuals, original box etc. Note that this is according to Danish law. It might be very different in your country.
If ever in doubt, ask them.