Difference between revisions of "Warranty guidelines"
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<font color=" #009900"><b>YES, if this issue is true</b></font> | <font color=" #009900"><b>YES, if this issue is true</b></font> | ||
| rowspan="7" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |Steps to fill out RMA form: | | rowspan="7" style="border: 1px solid white; border-bottom: 2px solid #E8E8E8; background: white; text-align: center;" |Steps to fill out RMA form: | ||
− | 1. Login to HelpDesk: https:// | + | 1. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ <sup>1</sup>. |
2. Create new ticket and fill in the information about the non-functioning product. | 2. Create new ticket and fill in the information about the non-functioning product. | ||
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− | Visible physical damage (device damaged, | + | Visible physical damage (device damaged, GPS antenna damaged...): |
* Visible physical damage on device case; | * Visible physical damage on device case; | ||
*Visible physical damage on device PCB; | *Visible physical damage on device PCB; | ||
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− | No GPS (GPS overcurrent, physical | + | No GPS (GPS overcurrent, physical GPS antenna damage): |
*Check terminal log, look for overcurrent messages; | *Check terminal log, look for overcurrent messages; | ||
*If overcurrent message is still present after GPS antenna change – send the device to warranty; | *If overcurrent message is still present after GPS antenna change – send the device to warranty; | ||
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! style="width:55%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" |Firmware issue | ! style="width:55%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: left;" |Firmware issue | ||
− | ! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" | | + | ! style="width:20%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" |Eligible for warranty? |
− | ! style="width:25%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" | | + | ! style="width:25%; border: 1px solid white; border-bottom: 2px solid #0054A6; background: white; color: #0054A6; text-align: center;" |Remote connection status |
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Steps to fill out RMA form: | Steps to fill out RMA form: | ||
− | 1. Login to HelpDesk: https:// | + | 1. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ <sup>1</sup>. |
2. Create new ticket and fill in the information about the non-functioning product. | 2. Create new ticket and fill in the information about the non-functioning product. | ||
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− | The recommended course of action when firmware issues are encountered is to contact your sales representative if the device was purchased directly from Teltonika or contact Teltonika support if HelpDesk access is provided to you. If you purchased the device elsewhere, contact the distributor that sold you the device. | + | The recommended course of action when firmware issues are encountered is to contact your sales representative if the device was purchased directly from Teltonika or contact Teltonika support if VIP HelpDesk access is provided to you. If you purchased the device elsewhere, contact the distributor that sold you the device. |
<span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted. | <span style="color:#bb0000;"><b>IMPORTANT:</b></span> in any of the defined cases, please contact your sales representative or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted. | ||
[[Category: Frequently Asked Questions - FAQ]] | [[Category: Frequently Asked Questions - FAQ]] |
Revision as of 10:12, 21 December 2022
Main Page > Frequently Asked Questions - FAQ > Warranty guidelinesIntroduction
TELTONIKA TELEMATICS gives guarantee for its products for a period of 24 months. All batteries carry a reduced 6 month warranty period. If a product fails within mentioned warranty period the product can be:
- Repaired;
- Replaced with a new product;
- Replaced with an equivalent repaired product fulfilling the same functionality;
- Replaced by an equivalent product if the production is discontinued.
During the return merchandise authorization (RMA) part of the warranty process, an engineer examines the information provided by a client in an RMA request form in order to determine whether the equipment is eligible repair, replacement or a refund. The RMA request form contains company, addressing and malfunctioning product information and must be filled out by the product's owner and approved by a Teltonika Telematics engineer before returning a product.
Hardware Issues
The table below contains information on which hardware related issues are covered by the warranty service and which issues are not:
Hardware issue | Does device need to be sent under RMA? | Next step |
---|---|---|
Device does not start. LED does not blink at all when device is powered up (power range depends on the device);
|
YES, if this issue is true |
Steps to fill out RMA form:
1. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ 1. 2. Create new ticket and fill in the information about the non-functioning product. 3. Follow the instructions from the engineer and wait until your form is approved. 4. After the form is approved you will get it through E-mail. 5. Print the RMA form and send it together with the shipment. 1 If you do not have a Helpdesk account, please contact your sales manager. |
Visible physical damage (device damaged, GPS antenna damaged...):
| ||
Digital input is not working:
| ||
1-wire short circuit:
|
YES, if all the points are false, but the device still does not send data | |
No GPS (GPS overcurrent, physical GPS antenna damage):
|
YES, if overcurrent message is still present after GPS antenna change | |
If another device gets GPS FIX with the same antenna – send device to warranty. |
YES, if another device gets GPS FIX with the same antenna | |
Sim card failure. FM does not see SIM card (bended sim holder, 3G sim card):
|
YES, if none of the mentioned points helps | |
|
NO, if at least one issue is true, offer to change an antenna |
Firmware Issues
The table below contains information on which firmware related issues are covered by the warranty service and which issues are not:
Firmware issue | Eligible for warranty? | Remote connection status |
---|---|---|
Device is in boot mode (status LED is blinking fast) – send instruction for device recovery. |
YES, if unable to revocer device manually |
Steps to fill out RMA form: 1. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ 1. 2. Create new ticket and fill in the information about the non-functioning product. 3. Follow the instructions from the engineer and wait until your form is approved. 4. After the form is approved you will get it through E-mail. 5. Print the RMA form and send it together with the shipment. 1 If you do not have a Helpdesk account, please contact your sales manager. |
Firmware blocked (security firmware) – check firmware description, if it is possible to reflash this firware to base FW. |
YES, if unable to reflash to base firmware | |
Modem failure (Modem initializing, Modem Seems to be Dead). |
YES |
The recommended course of action when firmware issues are encountered is to contact your sales representative if the device was purchased directly from Teltonika or contact Teltonika support if VIP HelpDesk access is provided to you. If you purchased the device elsewhere, contact the distributor that sold you the device.
IMPORTANT: in any of the defined cases, please contact your sales representative or technical support before sending the device(s) to warranty, as without the RMA form confirmation the devices will not be accepted.