All devices on an active contract are eligible for no-cost warranty replacements if issues are preventing the device from working properly. If you are experiencing an issue with your device, please follow the process detailed below.
- Contact our Tech Support team first (Call us at 865.355.8324 or email us at firstname.lastname@example.org). Our Tech Support team will initiate the warranty replacement process for you after you have opened a Help Desk ticket to try to resolve the issue.
- You will be issued an official RMA number for your replacement and a warranty replacement device will be shipped to you within five (5) business days (at no cost).
- Once you receive the replacement device, you have seven (7) days to return the warrantied device in the same shipping container in which the replacement device was sent to you (see required packing instructions for returning devices below). A pre-paid return shipping label will be in the box that is sent to you.
Your returned device will be inspected for quality and issue diagnosis/confirmation when it arrives back at our facility.
Upon inspection, if the warrantied device has issues likely to be caused by customer, does not match the expected device condition, or the required packing instructions were not followed, an appropriate fee will be charged to the customer based on condition of the device and associated tech support provided for the issue. Fees may include hourly tech support rates, restocking/replacement up to the full device MSRP, and associated shipping expenses. Also, if RTech Solutions does not receive the return device within 14 days after the customer received the replacement device, the above fees may also apply.