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Material Authorization (RMA) Process
Within
Warranty
Wyse recognizes
that your time is valuable so we have provided you with three methods
for requesting an RMA:
Preferred
method:
 WEB
Request – You may request up to 8 RMAs using our
on-line RMA Request Form. A Customer
Support representative will respond within 4 – 8 business
hours of receipt of the request. During peak hours response times
may be longer.
Secondary methods:
Fax
Request -- A Customer Support representative will respond
within 4 - 8 business hours of receiving your request. Please
send your request to our fax at 408-922-4449.
During peak hours response times may be longer.
Phone
Request -- A Customer Support representative will issue
(up to 2) RMAs via phone 1-800-800-9973, option
2 or 1-408-473-1200, option 2.
Our hours of
operation are from 7 AM to 5 PM Monday through
Friday, Pacific Standard Time. Night and holiday messaging are also
available. If you leave a message you will receive a return call
before noon the following business day.
In order to
process your warranty request expeditiously we require the following
information:
Company Name & Address
Contact Name, Phone & Fax Number
Model, Part & Serial Number of Units in Need of Repair
Problem Description
Copy of the original dated, machine printed POP (proof of purchase)
indicating the serial number of the unit purchased.
Note:
RMA numbers are valid for ninety days from date
of issuance.
Please post
the assigned RMA number on the outside of each box and ship your
unit to the following address freight prepaid:
Wyse
Service Center
568 S. Milpitas Blvd.
Milpitas, CA 95035
For customers
in Canada, please ship prepaid to:
Wyse
Service Center
c/o Solectron
213 Harry Walker Parkway South
Newmarket, ON
L3Y 8T3
For terminal products it is not necessary to send in defective keyboards,
mouse, or power supplies. These items will be sent to you in advance.
During the repair
our technicians will use new and or refurbished parts to facilitate
the repair. After our turnaround of 2 - 5 working days, Wyse will
ship the unit back to you freight prepaid.
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Out Of Warranty
The out of warranty
RMA process is just as convenient as the in warranty process and
provides you with the same three methods for making your request:
Preferred
method:
WEB Request – You may request up to 8 RMAs using our on-line
RMA Request Form. A Customer Support
representative will respond within 4 – 8 business hours
of receipt of the request. During peak hours response times may
be longer.
Secondary methods:
Fax Request -- A Customer Support representative will respond
within 4 - 8 business hours of receiving your request. Please
send your request to our fax at 408-922-4449.
During peak hours response times may be longer.
Phone Request -- A Customer Support representative will issue
(up to 2) RMAs via phone 1-800-800-9973, option
2 or 1-408-473-1200, option 2.
Repair Options
Wyse provides
you our customer with two repair options for your out of warranty
terminal products. You have your choice of a 90-day repair warranty
or a 12-month product warranty on your repaired products.
90 Day
Repair Warranty -- Starting at $150* for a monochrome terminal
and $225* for a color terminal, our factory trained technicians
will repair your product using only factory parts. The warranty
for this option is 90 days and covers only the original problem
and solution. The warranty begins the day the repair is shipped
to you.
12 Month
Product Warranty -- Starting at $175* for a monochrome
terminal and $265* for a color terminal, our factory trained technicians
will repair your product using only factory parts. The warranty
for this option is 12 months and covers any problem with the product.
This ‘warranty extension’ will provide you with the
same coverage as your original warranty. You will receive a certificate
indicating the terms of the extension and dates of coverage. Certain
limitations apply.
*Note:
This price does not include CRT or LCD replacement. In the event
that a CRT or LCD requires replacement Wyse will notify you to obtain
your approval before we proceed. The price for the replacement starts
at $50 for a monochrome CRT.
In order to
process your out of warranty request expeditiously we require
the following information:
Company Name & Address
Contact Name, Phone & Fax Number
Model, Part & Serial Number of Units in Need of Repair
Problem Description
Method of Payment -- Credit card (Master Card, Visa or American
Express), Prepaid Check, or COD
Note:
RMA numbers are valid for ninety days from date of issuance.
Please post
the assigned RMA number on the outside of each box and ship your
unit to the following address freight prepaid:
Wyse
Service Center
568 S. Milpitas Blvd.
Milpitas, CA 95035
For customers
in Canada, please ship prepaid to:
Wyse
Service Center
c/o Solectron
213 Harry Walker Parkway South
Newmarket, ON
L3Y 8T3
For Winterm
products it is not necessary to send in defective keyboards, mouse,
or power supplies. These items will be sent to you in advance if
you.
During the repair
our technicians will use new and or refurbished parts to facilitate
the repair. The expected turnaround time is 2 to 5 days from date
of receipt of your unit. Wyse will ship the unit back to you freight
prepaid.
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Exchange/Replacement
Product
Wyse Technology
has the option under warranty to repair or replace a product with
a like product. Wyse classifies some replacement products as “R”
stock. For better identification, we have marked them with an “R”
after the part number. The serial number location is either on the
bottom or back of the unit. The “R” stock meets new
product specifications, looks ‘like’ new and is packaged
in new boxes. The “R” stock may consist of new products
previously used as sales demos, stock rotations, or repaired product.
Any product used to replace a defective product carries the balance
of the original product warranty. For example, if a 3-year warranted
product is replaced after one year, the replacement product carries
the balance of the two years of the remaining warranty.
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DOA Policy
The DOA policy
is a program usually provided to end-users by our resellers and
distributors. This policy is based on their terms to their customers.
Normally, this is a 30-day policy through our resellers and distributors.
This policy is 30 days from date of purchase.
For product
that is DOA please contact your reseller. In cases where a reseller
has gone out of business or a reseller cannot or will not support
the customer, Wyse will do our best to help on a case by case basis.
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RMA