Equipment Repair and Replacement Services
Return Material Authorization and Product Repair
RMA Procedure
Before sending any equipment to Aurora for repair, an e-mail
should be sent to support@aurora.com
to request a Return Material Authorization (RMA) number. This will ensure that
the repair and replacements will be done in a timely manner and eliminate any
delays due to incomplete information.
Equipment Damaged During Shipment
We request that all cartons be thoroughly inspected at the time of
delivery, and that any visible damage be brought to the attention of the shipping
carrier at once. In the event of concealed damage, the shipping container, packing
material and equipment should be kept intact. (Aurora does not assume responsibility
for the filing of claims for damage or loss with the carrier.) After the carrier has
inspected the damaged material, Aurora’s TAC department should be contacted to obtain
a return authorization and to make arrangements for additional packing materials if
the original containers are damaged beyond use. After the damaged equipment has been
returned to Aurora, and once repair costs, including any and all associated freight
costs, have been established, Aurora will notify you so that these charges may also
be included in your claim. Aurora makes every effort to expedite replacement of
damaged goods that are the result of shipping damage.
Return Freight
Aurora prepays standard return freight back to our customers. Return
freight back to customers on billable repairs is invoiced to customers, and customers
are responsible for clearance and insurance of goods (except USA/Canada customs
clearance). The customer pays for shipping units to Aurora for both warranty and
out-of-warranty repairs. Aurora does not accept inbound shipments that are C.O.D.
Special shipping requests may be subject to additional charge. Aurora requests that
units be packed in the original shipping containers if at all possible. If the original
containers are not available or not in good condition, it is requested that units be
packed in such a way as to prevent electrostatic discharge and physical damage in transit.
Product Repair
Aurora repairs all its manufactured products. The standard repair turn-around
time for currently supported Aurora products is thirty (30) working days upon receipt of
defective parts. Manufacturing Discontinued (MD) units repair turn-around is subject to
parts availability. In all instances Aurora will provide the customer with a defined
turn-around time and fixed cost to repair once the root cause has been determined. Prior
to repairing a unit, Aurora will send the customer notice of the expected turn-around
time and fixed cost to repair, and request the customer to authorize the repair.
For all repair work on out-of-warranty units, Aurora charges $300/hour (with a
minimum of $300 per unit), plus parts to repair.
Advanced Replacement Unit Exchange
In the event of a critical failure, and a spare unit is not available in
the customer's spares inventory, the customer may elect to receive an advance replacement
unit before sending the defective or damaged unit to Aurora. Aurora makes no guarantee
that the unit requested by the customer will be available for advance replacement or in its
repair stock inventory at the time of the request. It is therefore highly recommended by
Aurora that customers always purchase and maintain proper stocks in their own spares
inventory; advance replacement units should not be considered a replacement for customer
spares. Customers requesting advance replacement will receive an invoice for the full value
of the product(s) when they receive the advance replacement. The invoice is cancelled when
Aurora receives the failed units within 45 days of shipping the advance replacement modules.
If Aurora does not receive the failed units within 45 days, the invoice is due in full.
|
