RMA Process for Common Hardware

This article ONLY applies for the below products:

Ambir: ImageScan Pro 490i (PS667), TravelScan Pro (PS600)

Canon: DR-6010C Scanner, DRC225 Scanner

Lexmark: MS610 Printer, MS810 Printer

MagTek: Excella STX Scanners

Topaz: Signature Pads (We do not sell, but may be asked process

**Please Note**

We provide first level support on of all these devices. If it is determined that the issue is hardware specific, then we follow the RMA process to resolve the issue.

RMA Steps:

1. Determine RMA is needed through level 1 troubleshooting.
2. Determine who will handle the creation of RMA: CDP or the customer. See below table for determination.
3. Provide customer contact information and let them know the required information they will need to process RMA. Or, if CDP is to process the RMA, gather the information listed above and create RMA with the manufacturer.
4. Update Zen Desk indicating the RMA process initiated. Provide the customer with the correct contact info and inform them of the required info they will need.
5. Close the ticket once it has been handed off to the customer.

The RMA process is similar for all of the hardware that we sell to clients.  The information below will be the same for any of the hardware products you need to RMA.  When sending RMA information, if there is to be billing, always make sure that the manufacturer bills CDP and we will bill the client.

Whoever is processing the RMA (CDP or customer) will always need this information:

Customer/Company Name:

Customer Address (where they want the hardware shipped back to):

Attn: (who the hardware will be addressed to):

Email (Who the RMA will be sent to):

Customer Phone Number:

Hardware Model Number:

Hardware Serial Number: