Warranty guidelines
Introduction
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 | Do devices need to be sent under RMA? | Next step |
---|---|---|
Device does not start. LED does not blink at all when device is powered up (10-30 V DC);
|
YES, if this issue is true |
Steps to fill out RMA form:
1. Login to HelpDesk: https://viphelpdesk.teltonika.lt/ 3. 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. 2 If devices were purchased from a distributon or reseller please refer to the specific company from which the devices were bought. 3 If you do not have a VIP Helpdesk account, please contact your sales manager. |
Visible physical damage (FMXXXX damaged, GPS antenna damaged...):
| ||
Digital input is not working:
| ||
|
NO, if at least one issue is true, offer to change an antenna |
Contact sales manager |
1-wire short circuit:
|
YES, if all the points are false, but FM still does not send data |
Contact support |
No GPS (GPS overcurrent, physical GPS antenna damage):
|
YES, if overcurrent message is still present after GPS antenna change | |
If another FM device gets GPS FIX with the same antenna – send device to warranty. |
YES, if another FM 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 |
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 |
Contact support |
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, if the solution does not help |
Fill out RMA request form |
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 before sending the device(s) to warranty.