ONYX Healthcare USA
RMA Policy and Warranty Reference Guide
In order to provide quality service to customers at best, ONYX has established this repair service guideline to provide our customers the best support and turnaround time possible.
2.1 Warranty Period Definition
ONYX intends to fulfill customer’s demand in post-sales service; therefore, ONYX provides 2 years (24 months) standard manufacturer’s warranty only on products manufactured by ONYX from the date of invoice for the quality of the Products in materials and workmanship. Extended warranty is also provided to customers upon request. Lithium batteries in all tablets and All-In-One Panel PC (Venus, ZEUS) carry One year warranty regardless of warranty on the main device. Please see the Battery Maintenance Guide to prevent battery damage due to long term storage. You can use serial number to determine if a product is still covered within warranty period. The serial number can be located on the product label on rear side of the unit. In most cases the serial number would start with letter “H” and follow by 8 numeric digits in this format Hyymmxxxx, yy=year, mm=month, xxxx=numeric digits. For example, a serial H15054673 which indicates the unit was manufactured in May, 2015.
2.2 Repairs Under Warranty
During the warranty period, ONYX will only repair or replace those warranted products due to manufacturing or design defect with authorized RMA number, provided that they are returned at the customer’s expense to an authorized ONYX repair facility. ONYX has sole unfettered discretion to determine whether a particular product will be either repaired or replaced. Except for the standard manufacturer’s warranty, ONYX makes no other warranty, expressed or implied. The standard manufacturer’s warranty only covers repairs at ONYX Orange, CA repair center. The standard manufacturer’s warranty does not include labor, transportation or other expenses to repair or reinstall warranted Products on site.
2.3 Exclusions from warranty
The standard manufacturer’s warranty shall not apply to any Product that has been damaged due to improper installation or operation, misuse, accident, neglect and/or has been modified, repaired, or altered by anyone other than ONYX’s authorized personnel.
The return product is treated as exclusion from warranty when:
- The product has been found to be defective after expiry of the warranty period.
- The product has been concluded to misuse, abuse, or unauthorized repair, whether accident or other causes. Such conditions will be determined by ONYX in its sole unfettered discretion.
- Product updates, reworks, and tests upon the request of customers who do not have the authorization.
- Product is damaged beyond repair due to nature disasters, for example, lighting strike, flood, earthquake, etc.
3. REPAIR PROCESS
3.1 DOA (Dead on Arrival) service
Goods received which do not function or malfunction within 40 days from the shipped date for all products. This does not apply to any products that have been repaired or altered by persons other than ONYX authorized service personnel or any products that have been subject to misuse, abuse or improper installation or operation. ONYX assumes no liability as a consequence of such events under the terms of the warranty.
3.1.2 Return Process
After applying for an RMA Number on the ONYX RMA website accordingly, ship the faulty product in the original packaging including all original accessories with a copy of the invoice and detailed Problem Description and the issued RMA number to ONYX service center.
3.1.3 Problem Confirmation
It is recommended that customer can double confirm the DOA problem by contacting with ONYX application engineers before returning. ONYX assure to treat DOA cases are handled with the highest priority.
3.2 Obtaining an RMA number
3.2.1 Registered Partners, OEM/ODM Customers
When requesting an RMA (Return Merchandise Authorization) number, please access ONYX USA RMA web site: http://us.onyx-healthcare.com/rma/rma01.asp?t=2. Problem description such as “does not work” and “failure” are not feasible for precisely repair.
Please describe in detail the application environment, configuration and problems encountered. Lack of description may cause an NPF (No Problem Found) situation.
If you are uncertain about the cause of the failure, please contact ONYX’s Technical support (or Application Engineer, AE). They may be able to find a solution that does not require sending the product for repair.
3.2.2 Non-Registered Partners
Contact your local ONYX distributors, partners, or your ONYX USA office. Send RMA request as according the description in chapter 3.3, with detailed problem description form, copy of invoice in case of warranty, complete address, PO Number, contact person, telephone and fax number.
3.3 Returning for Product Repair
If RMA is in warranty, the customer will bear the shipping charges, and ONYX will bear the return charges.
If RMA is out of warranty, the customer should bear both the forwarding and returning charges.
Attach packing list (or invoice if ship internationally) to the carton. To save handling time, customer shall address the RMA directly to the Repair Service Department and mark RMA number clearly on carton.
Note: List the value of the product on the invoice as zero (or a very low value).
Otherwise, additional charges will be levied by customs (which will be borne by the sender). We suggest that you write “Goods with no commercial value are returned for repair” on the shipment invoice.
3.4 Service Charges
3.4.1 Repair Charge
ONYX will charge for repairing products when:
- The product is repaired after expiry of the warranty period.
- The product is tested or calibrated after expiry of the warranty period, and a No Problem Found (NPF) result is obtained.
- The product, though repaired within the warranty period, has been subjected to misuse, abuse, or unauthorized repair.
- Product updates, reworks, and tests upon the request of customers who are without warranty.
- Product is damaged beyond repair due to nature disasters, for example lighting strike, flood, earthquake, etc.
- Calculation of service charge for standard warranty
- Each out of warranty RMA request has an $80 minimum charge, plus any additional cost of parts needed.
3.5 Repair Turn-around Time (TAT)
The definition of TAT is illustrated on ONYX internal management on repair process efficiency, which excludes other factors caused by different forwarder, waiting custom or accumulated volume in front office.
TAT = Receiving date – Shipping date
For products manufactured in-house by ONYX and within warranty period, the TAT management target as below.
- One batch shipment of up to 49 pieces, the TAT usually takes 8~10 working days.
- One batch shipment > 50 pieces, ONYX will inform customer on a case by case basis. In order to maintain the promised TAT it also requires customer to prompt respond to repair engineer such as seeking for additional information if no problem found, information on application environment and configuration…etc.
The TAT for out of warranty RMA normally is longer due to:
- Customer delay response whether or not to proceed the repair with quoted charge.
- Fails to pay the A/R within the due date.
For third party products not manufactured by ONYX, it will be sent to the original manufacturer for repair. This usually takes 7-21 working days.
3.6 Repair Service for Phased-Out Products
ONYX offers a continuous repair service two years for all products after the date of EOL notice. EOL notice is provided 6 months prior to the last-time-buy date.
3.7 Repair Report
ONYX will return each RMA unit with a “Repair Report” which shows the result of the repair. If the result is NPF (No Problem Found), the report will be listed the tests been done for customer’s reference.
3.8 Custody of Products Submitted for Repair
ONYX will retain custody of a product submitted for repair for two months whilst it is waiting for return of a signed PI or payment (A/R). If the customer fails to respond within such period, ONYX will close the case automatically. ONYX will take reasonable measures to stay in proper contact with the customer during this 2-month period.
3.9 Shipping back to customer
ONYX will return RMA repaired product by UPS/FedEx ground freight. Based on customer request, RMA return can be shipped by different shipping service upon request. The customer must bear the extra costs of such alternative shipment. If you require any special arrangements, please indicate the shipping request when shipping the RMA product to ONYX.
4. RMA SERVICE CONTACT LIST
ONYX provides warranty and out-of-warranty repair services for customers at its facilities in the following locations:
Taipei Taiwan (OHI)
Mainland China (OCI)
You can contact the service center in the list for RMA process operation.
5. EXTENDED WARRANTY
Warranty service is optional for maximum five years included product standard warranty.
ONYX provides extended warranty service upon request. This is generally only available for project programs. A formal contract of repair and warranty is needed. One copy is retained by ONYX’s RMA Department and products not eligible for this service will be returned to the customer.
Total Years of Warranty = Standard Warranty + Extended Warranty