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AAEON RMA Policy and Warranty
1. PREFACE
In order to provide our customers with high quality service, AAEON has established this repair service reference guideline to ensure our customers will receive the best support and shortest turn-around time possible.
2. WARRANTY
2.1 Warranty period definition
AAEON intends to fulfill customer's demand in post-sales service; therefore, AAEON offers 2 years (24 months) warranty for all standard items. However, the guarantee for the battery of the RTC system products is only 6 months. Extended warranty is also available upon request. AAEON has the extended warranty designed with flexibility for customers to save time and upgrade service value in the long run. Products manufactured by AAEON are covered under warranty effective from the date of shipment for standard items. In the serial numbers, the first two digits is the year of manufacture, and the third digit signifies the month (e.g., with A for October, B for November, and C for December). For example, the serial number 00Axxxx indicates October of the year 2000.
2.2 Repairs under warranty
During the warranty period, AAEON will repair or replace all defective products, provided that they are returned at the customer's expense to an authorized AAEON repair facility. AAEON has the sole unfettered discretion to determine whether a particular product will be either repaired or replaced.
2.3 Exclusions from warranty
The return product is treated as exclusion from warranty when:
- The product has been found to be defective after expiry of the warranty period.
- The product has been concluded to misuse, abuse, or unauthorized repair, whether by accident or other causes. Such conditions will be determined by AAEON in its sole unfettered discretion.
- Product updated, reworked, repaired, disassembled and tested upon the request of customers who are without authorization.
- Product is damaged beyond repair due to natural disasters. For example, lighting, flood, earthquake, etc.
- The product belongs to special OEM and ODM, which does not have a RMA service agreement.
3. REPAIR PROCESS
3.1 DOA (Dead on Arrival) service
3.1.1 Definition
Goods received which do not function or malfunction within 3 months for all products after receipt (Shipment date is binding). This does not apply to any products that have been repaired or altered by persons other than AAEON authorized service personnel or any products that have been subject to misuse, abuse or improper installation or operation. AAEON assumes no liability as a consequence of such events under the terms of the warranty.
3.1.2 Return Process
After applying for an RMA Number on the AAEON RMA website accordingly, ship the faulty product in its original packaging including all original accessories with
a copy of the invoice, detailed Problem Description and the designated RMA-number
to AAEON service center.
3.1.3 Problem Confirmation
It is recommended for customers to verify DOA issues with AAEON application engineers before sending it back; so that the resolution of a simple wrong configuration or product setting may eliminate the need for repair and minimize processing time. AAEON ensures to treat DOA cases handled with the highest priority.
3.2 Obtaining an RMA number
3.2.1 Registered Channel partners
When requesting an RMA (Return Merchandise Authorization) number, please access
AAEON's RMA website: http://rma.AAEON.com.tw and provide a clear description of the problems encountered in details on the “RMA Configuration Chart”. Problem description such as “does not work” and “failure” are not sufficient for precise repair. Please describe in details the application environment, configuration and problems encountered. Lack of description may result in an NPF (No Problem Found) classification.
If you are uncertain about the cause of the failure, please contact AAEON's Technical support (or Application Engineer, AE). They may be able to find a solution that does not require sending the product for repair.
3.2.2 Non-Registered Distributors, Partners, or End users
Contact your local AAEON distributors, partners, or the local AAEON office in your country. Send the goods directly to the local AAEON office, according to the description in Section 3.3, with a detailed problem description form, copy of invoice (in case of warranty), complete address, PO-Number, contact person, telephone and fax number.
You can get a RMA number from us, and use this RMA number for reference.
3.3 Returning the product for repair
Send cards only without accessories (manuals, cables, etc.). Remove any unnecessary
components from the card, such as CPUs, ROM or DRAM. If you include these parts
(because you believe they may be part of the problem), note clearly that they are included. Otherwise, we cannot be responsible for their return. Make sure the "RMA Board Configuration Chart" is enclosed. Ship the parts by DHL or speed post. If RMA is in warranty, the customer will bear the shipping charges, and we will bear the return charges. If out of warranty, the customer should bear both the forwarding and returning charges. Attach an invoice to the carton. To enhance handling time, customer should address the parts directly to the Repair Service Department and mark "Attn. Repair Service Department" on the package.
Note: List the value of the product on the invoice as zero (or a very low value). Otherwise, additional charges will be levied by customs (which will be borne by the sender). We suggest that you write “Goods with no commercial value are returned for repair” on the shipment invoice.
3.4 Service charges
3.4.1 Repair Charge
AAEON will charge for repairing products when:
- The product is repaired after expiry of the warranty period.
- The product is tested or calibrated after expiry of the warranty period, and a No Problem Found (NPF) result is obtained. The charges per NPF board is US$20, and system is US$40. In addition, the customer will be responsible for both the shipping and return freight fee of the NPF product.
- The product, though repaired within the warranty period, has been subjected to misuse, abuse, or unauthorized repair.
- Product updates, reworks, and tests upon the request of customers who are without warranty.
- Product is damaged beyond repair due to natural disasters. For example, lighting, flood, earthquake, etc.
Calculation of service charge for standard warranty
Charge for service without warranty and DOA under customer's responsibility
Repair Price = H$+ L$ + M$ + F$
| NOTE: |
H$ = Handling cost = US$ 25 L$ = Labor cost = (repair time/0.5h) * US$ 20 M$= Material cost = Product list price * regular replaced material rate (normally range would be from 5% to 50%) F$ = Freight charge = depend on where and how to do transportation (two-way) |
Example:
Product list price of "A" product = US$1000,
Regular repair time = 2 hrs,
Handling cost = US$ 25
Regular replacement material rate % = 5% of the list price.
Repair Price R$ = 25 + (2/0.5 ) * 20 + (1000 * 5%) = US$ 155
After we make the repairs, we will send you a "Proforma Invoice" with the repair charges. When you remit the funds, please reference the PI number listed under "Our Ref."
3.4.2 Rework, Tests Charge
Service charge for product revision upgrades, reworks, and extra tests (such as burn-in) is available upon the request of customers.
Service Price Calculation
Re-work Expense = M$ + H$ * Total working hours + F$
| NOTE: |
M$ = Material cost = Product list price * regular replaced material rate (normally range would be from 5% to 20%) H$ = Handling charge = US$ 65 / hour F$ = Freight charge = depends on location and method of transportation (two-way) |
3.5 Repair Turn-around Time (TAT)
The definition of TAT is illustrated by AAEON’s internal management supervising repair process efficiency, which excludes other factors caused by different forwarder, waiting customs or accumulated volume in front office.
TAT definition: AAEON Receiving date – AAEON Shipping date
For products manufactured in-house by AAEON, the TAT management target as below.
One batch shipment > 30 pieces, AAEON will inform customer on a case-by-case basis.
For third party products not manufactured by AAEON, it will be sent to the original manufacturer for repair. This usually takes 7-21 business days.
In general, TAT may be delayed if the customer:
- Does not sign and return the P/I within 48 hours.
- Fails to pay the A/R within the due date.
- Gives an insufficient problem description, such as "does not work" or "failure".
- Has modified the original design of the AAEON product.
- Delays a reply or fails to reply to an AAEON request for further information (such as application environment and configuration).
3.6 Repair service for phased-out products
AAEON offers two years continuous repair service for its board and system products after the date of the product phase-out announcement. Generally, product phase-out is announced 6 months prior to serve as a final procurement notification for customers.
3.7 Repair report
AAEON will return each board/system with a "Repair Report" which shows the result of the repair. If the result is NPF, the report will list the tests performed for customer’s reference.
3.8 Custody of products submitted for repair
AAEON will retain custody of a product submitted for repair for up to two months whilst it is waiting for return of a signed PI or payment (A/R). If the customer fails to respond within that period, AAEON will close the case automatically. AAEON will take reasonable measures to stay in proper contact with the customer during this 2-month period.
3.9 Shipping back to customer
AAEON normally ships RMA returns by air parcel or air speed post. If the customer
desires, it can ship the parts using a different service such as UPS, DHL, Federal Express, and so on. The customer must bear the extra costs of such alternative shipment. If you require any special arrangements, please indicate this when shipping the product to us.
4. RMA SERVICE CONTACT LIST
AAEON provides warranty and out-of-warranty repair services for customers at its facilities in the following locations: Taipei Taiwan (ATI); Mainland China (ACI); USA (AEI), and Europe (ANI). You can contact the service center in the list for RMA process operation.
| Region | Repair Center | Repair Product |
|---|---|---|
| Europe | Taipei (ATI) | Board |
| Asia-Pacific/East Europe/Spain/France/Italy/Others | Taipei (ATI) | Board & System |
| Mainland China | Su Zhou (ACI) | Board & System |
| Europe | Holland (ANI) | System |
| Pan America | California (AEI) | Board & System |
5. EXTENDED WARRANTY
The Extended Warranty Service is optional for a maximum of five years including the product’s standard warranty. AAEON provides extended warranty service upon request. This is generally only available for project programs. A formal contract of repair and warranty is needed. One copy is retained by AAEON's RMA Department, and products not eligible for this service will be returned to the customer.
>Warranty = Standard warranty + Extended warranty