Home / Hardware / Warranty and Returns

Warranty and Returns

Warranty

Transmax provide a twelve (12) month warranty period that covers faulty materials or workmanship on all Field Processors and Ramp Signal Controllers.  Extended warranty is also offered when purchasing Field Processors, at an increased price, pending the option of twenty-four (24) or thirty-six (36) months.

Return Merchandise Authority (RMA) Process

Transmax would like to advise of the Return Merchandise Authority (RMA) process for defective Field Processors or Ramp Signal Controllers. Repairs are treated as Technical Support (TS) calls in line with our equipment terms and conditions e.g. warranty etc.

In the following RMA process, Transmax can record specific details of the issue in our RMA system and ask the right questions to enable a speedy repair / return of the customer's equipment. Customers should ensure they have a Technical Support Agreement and need to follow the below procedure to return a suspected defective unit:

  1. Customer to create a Jira task. This happens either through the issue tracking system; JIRA or the TS help desk (via 1300 773 540).
  2. Include company name, name of contact person and phone number; Statement of what the problem is; Whether the equipment is to be repaired or a quote is to be provided; Whether the customer is claiming warranty. If so, the serial number, invoice number and date are needed; How urgent the repair is.
  3. TS will assess/diagnose the defect. This happens ideally while the unit is still on-site so we can diagnose the issue inclusive of all environmental factors.
  4. If a defect is found and can be resolved online TS fix it and close the task.
  5. If a defect is still occuring Transmax will advise of a RMA number for the goods to be returned.
  6. Customer returns the defective unit with the RMA number clearly noted on the packaging to Transmax Tech Support. The customer agrees to insure the product or assume the risk of loss or damage during transit, to prepay shipping charges, and to use the original packaging or equivalent.  A customer purchase order or Tech Support account will need to be provided if the warranty period has lapsed.
  7. TS repair the unit or send it on to the manufacturer to have it repaired.
  8. If the equipment cannot be repaired, the customer will need to choose a preferred option e.g. buy a new one, dispose of the unit, or return the unit un-repaired.
  9. The repaired unit is returned to the customer. Repaired or replaced products are warranted for ninety (90) days from the date of repair or replacement, or for the remainder of the original product's warranty period, whichever is longer. Freight costs are charged unless the unit is still under warranty.
  10. The customer is billed (unless under warranty) through their Technical Support account, unless alternative arrangements have been agreed.

 

Additional Information

The thrust behind our RMA process is that it gives Transmax Technical Support staff the opportunity to conduct some diagnostics on an FP whilst it is still on site, or to seek from the customer further information before the FP is returned. Transmax Technical Support may even be able to resolve the problem without the equipment needing to be returned.

Transmax endeavours to adhere to the following repair timeframes:

  • We generally aim to return repaired equipment in 7 working days, unless the unit needs to go back to the manufacturer.
  • If a unit is returned to the manufacturer, we set a maximum time of 30 days at which time we may, at our discretion, consider replacing the unit with a re-furbished model. (This will of course be the same model, however, we cannot guarantee that we will have such refurbished units in stock).
  • We will endeavour to return the unit as soon as possible, however if the repair is urgent, please let us know. (We do recommend that customers keep a number of spare units, in case of emergency).

FP Configuration

  • Unless a customer advises Transmax specific configuration details, the repaired FP will have the latest FP package installed on it, as well as the current STREAMS platform version to match the version of STREAMS used by the customer. Unless advised otherwise, the serial ports will be configured as RS-232 or RS-422 in accordance with the Customer's default platform settings.