RMA PROCESS

Document created by mvasquez@lifesize Support on Jan 19, 2017
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The RMA Process is as follows......

 

You can contact us by phone, 1-877-543-3749 OPTION 2 (Each region of the world has a different phone number to call -  https://www.lifesize.com/en/company/contact/offices

 

You can also go to our www.lifesize.com website and there you have 2 options when you click on SUPPORT

 

You can do a “Live Chat”

 

You can also “Submit Ticket”

 

When you click on “Submit Ticket” it will open a new page. You will need to fill out the information and “Submit Ticket”. One of our Lifesize technicians will reach out to you via email(An RMA will only be processed for components that have an active AMS warranty tied to the serial number).  If you have done the troubleshooting and know for a fact that the component needs to replaced, include the steps taken, a snapshot/video, a coroner (will also speed up the process). Once the tech determines and approves the RMA a “ship to” template will be sent to you. Once the RMA Specialist receives this information, the RMA will process.  If the “ship to” information is provided by 2:00PM CST,  the RMA replacement will ship the same day(as long as there’s available inventory, no incorrect information and not sent on a holiday, there will be no delays) to deliver the next day

 

****FOR UNITED STATES ONLY****(Process is different for the different regions)

Once you receive the replacement a return label will be included with the box.

You will need to ship back ONLY the defective component(please do not ship back the whole kit, e.g., codec, camera, phone, cables, remote control)

The return is a pre-paid label*. If you do not receive a label, you can contact Michele to provide a replacement label. If you have a daily UPS pick up you can include it with your other packages or you can drop it off at a nearby UPS location. *Lifesize is not responsible for payment if a call is made to UPS to pick up the package.

If you do not send back the defective component a reminder email will be sent.

 

 

*Lifesize has run into issues where the wrong serial number is provided when a case is opened compared to what the warehouse receives as a return. Please remember to confirm the serial number or provide a snap shot of the defective component

**If you find that you are denied an RMA due to "NO AMS" you can contact your Lifesize Sales Rep/Distributor to get the kit back on AMS. Lifesize also offers an "Out of Warranty' options that only replaces the faulty component. You can contact your Lifesize Sales Rep/Distributor or orders@lifesize.com for further assistance.

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