CASwell Warranty Policy

 

CASwell is a leading Industrial Communication Product provider. CASwell aims to provide customers the best quality promotion with most value creation. In order to extend customers’ satisfaction, below is the Warranty Policy CASwell committed for customer service.

 

 

A. DEFINITION

Applicant:

Applicant has to be CASwell’s customer who purchases directly from CASwell, and holds CASwell issued Invoice as proof.

 

Warranty Time:

RMA/DOA Warranty Time is based on CASwell issued Invoice date.

 

RMA: Return Merchandise Authorization

For all CASwell products sold within agreed warranty time, shall there be any product defect, Applicant may claim for product repair as RMA.

 

DOA: Dead On Arrival

For all CASwell products sold within agreed warranty time, shall there be any product defect, Applicant may claim for system parts replacement as DOA.

 

NFF: No Fault Found

For RMA/DOA returned products to CASwell, after inspection; if there is no any defective found, the RMA/DOA returned products will be classified as NFF.

 

OOW: Out Of Warranty

For all RMA/DOA application that is out of the agreed warranty time.

 

OOW&UR: Out Of Warranty & Un-Repairable

For all RMA/DOA application that is out of the agreed warranty time and confirmed to be not repairable because of parts/boards EOL.

 

IW: In Warranty

For all RMA/DOA application that is within the agreed warranty time.

 

UMU: User Mal-Use

The RMA/DOA defective is caused by User improper use or handling, or any modification or disassembling by User’s own process.

 

Force Majeure:

Caswell product doesn’t design against Natural Disaster like Typhoon, Flood, Earthquake, Power Shock, etc.; nor Human Disaster like War, Car Accident, etc.  For Force Majeure Events listed above, but not limited to, CASwell will treat the RMA/DOA as OOW.

 

eRMA:

A CASwell RMA/DOA Web Portal, Applicant files for RMA/DOA application, tracking, and communication purpose.

 

PSN: Product Serial Number

Each CASwell sold Product has its own CASwell defined unique Identification Number called Product Serial Number.  This must be provided for RMA/DOA application.

 

Model Name:

Each CASwell sold Product has its own CASwell defined Model Name, this must be provided for RMA/DOA application.

 

RMA Number:

For each eRMA application, CASwell RMA Web Portal will assigned RMA tracking number. For the whole RMA/DOA process, this RMA Number will be the only Identification for tracking and communication.

 

Extended Warranty:

Applicant may wish to extend longer Warranty Time.

 

RMA/DOA Lead-Time:

The process time of RMA repair or DOA replacement upon receipt of RMA/DOA Product by CASwell RMA center.

 

RMA/DOA Invalid:

The RMA/DOA application will be invalid, if RMA/DOA doesn’t return on time, or doesn’t return, or eRMA application is not complete or incorrect, or any subject that fails to meet CASwell Warranty Policy.

 

RMA/DOA Expiration:

The received RMA/DOA process is over the agreed Lead-Time.

 

RMA Report:

Once finish RMA repair, or DOA replacement, or inspection (NFF, OOW, UMU), CASwell will upload the RMA report onto CASwell eRMA.

 

FA Report:

With customer request, CASwell may offer Failure Analysis report.

 

System Product:

Original CASwell shipped System Product without any further modification or configuration change at customer site.  System Product is mainly composed with Motherboard, NIC Card, Power Supply Unit, LCM, and Chassis Enclosure.

 

Board Product:

Original CASwell shipped board product including Motherboard, NIC Card, ByPass Card, LOM Card, or other Module Cards, etc. and without any further modification or configuration change at customer site.

 

Key Part Product:

These are third-party vendors Key Part Products, these include CPU (Central Process Unit), Memory, Hard Disk Drive, Solid State Drive, Flash (Compact Flash, Solid Disk, etc.), etc.

 

Combined RMA/DOA Shipment:

Applicant may wish to save shipping cost with return RMA/DOA with regular production shipment.

 

Volume RMA/DOA:

For RMA/DOA Products, Applicant may wish to wait for accumulated number of RMA/DOA quantity for shipping cost savings.

 

rRMA: Refurbish RMA

For Applicant who returns RMA/DOA, or OOW, or NFF, or UMU, and wishes to have accessories, scratched chassis, damaged cartons restored; Applicant may choose to have Refurbish RMA/DOA option.

 

Incoming RMA/DOA:

Shipping from Applicant to CASwell after eRMA application approved.

 

Outgoing RMA/DOA:

Shipping from CASwell to Applicant after RMA/DOA repaired done.

 

FRU: Field Replacement Unit

Spare parts for customer site or HUB replacement.

 

Idle RMA/DOA

For RMA/DOA finished with repaired and refurbished, acknowledged by Applicant  as ready-to-return RMA/DOA; but over 30 days, Applicant fails to instruct for shipment, it will be classified as Idle RMA/DOA.

 

Consigning parts

For customer desired or appointed third-party parts or compoments used in building CASwell products will be considered as consigning parts. Consinging parts include third-party parts or compoments paid either by customer or CASwell.

 

 

B. GENERAL SATANDARD

1. COVERAGE

Customers who purchase DIRECTLY from CASwell, and hold the shipping invoice issued by CASwell, will be entitled for WARRANTY Application.  For free samples offered by CASwell or other channels will not be valid.

 

CASwell is only responsible for Product functionality repair. For missing parts and outlook restoring, Applicant shall choose Refurbish RMA/DOA.

 

This is only applicable for international business transaction.

 

2. WARRANTY TIME

CASwell provides different Warranty Times based on different Product Categories

 

2.1    RMA

System Product: 24 Months based on CASwell Shipping Invoice Date

Board Product: 24 Months based on CASwell Shipping Invoice Date

Key Part: 12 Months based on CASwell Shipping Invoice Date

 

2.2    DOA

2.2.1 International transaction

System Product: 1 month based on CASwell Shipping Invoice Date

Board Product: 1 month based on CASwell Shipping Invoice Date

Key Part: 1 month based on CASwell Shipping Invoice Date

 

2.2.2 Domestic transaction (within Taiwan)

System Product: 7 days based on CASwell Shipping Invoice Date

Board Product: 7 days based on CASwell Shipping Invoice Date

Key Part: 7 days based on CASwell Shipping Invoice Date

 

2.3    Limitation

For consigning parts, are excluded from CASwell standard warranty policy. 

CASwell has no further responsibility of their repairing or refurbishment.

 

3. GENERAL RMA/DOA PROCESS

3.1 Apply eRMA

3.2 Receive RMA Number (issued automatically by eRMA)

3.3 Applicant prints out RMA Number Sticker and attach to RMA/DOA product outer box.

3.4 Return RMA/DOA product to CASwell

3.5 CASwell conduct visual inspection (upload photos of physical outlook)

3.6 CASwell conduct technical inspection

3.7 Repair or replace defective parts (may be skipped if NFF or OOW)

3.8 RMA Report upload to eRMA

3.9 Ship back to Applicant

 

Note: This is only for general RMA/DOA policy; for NFF, or OOW, or UMU will have different processes. For all details, please see Appendix-A for all references.

 

4. eRMA REQUIREMENT

4.1 Applicant MUST log in to CASwell provided eRMA Portal www.erma.cas-well.com for all RMA/DOA application.

4.2 Applicant MUST provide Product Serial Number in CASwel eRMA Portal

4.3 Applicant MUST provide Model Name in CASwell eRMA Portal

4.4 Applicant MUST provide detail Product Defective Symptoms in CASwell eRMA Portal

4.5 Applicant MUST provide detail Product Set-Up Environment in CASwell eRMA Portal

4.6 Applicant shall fill up all required spaces in CASwell eRMA Portal

4.7 After all required information filled, please print out the RMA Number Sticker and attach to the RMA/DOA Product Outer Box for returning.

 

Note: Any missing information may be invalid or delayed for process.

 

5. RMA/DOA LEAD-TIME

5.1 RMA Lead-time will be 4 weeks upon receipt of valid RMA application.

5.2 DOA Lead-time will be 2 weeks upon receipt of valid DOA application.

 

Note: For NFF, or OOW, or UMU, or Volume RMA/DOA, or Combined Shipment, this RMA/DOA Lead-time may not be applicable.  CASwell RMA contact or Sales will advise accordingly.

 

rRMA will base on available customized components, supply leadtime and cost may be vary. CASwell RMA contact or Sales will advise the cost, time, and needed MOQ accordingly.

 

6. Report

6.1 RMA report will be uploaded to e-RMA once the RMA is closed. RMA report will only state with defective components and parts being replaced and tested.

6.2 FA report will issue upon customer request with any of the following condition…

l   for same defective symptom above 3% of total RMA return

l   for same date code component failed above 3% of total shipping

l   for system burnt or motherboard burnt

 

 

C. IMPORTANT NOTICE

1.  RETURNING RMA/DOA

For all Applicants returning the confirmed RMA/DOA Product back to CASwell, please comply with the following shipping requirement.

1.1.  Please use original shipping cartons (Inner and External).

1.2.  Please use original shipping foams.

1.3.  Please attach printed RMA Number Sticker.

1.4.  Please include all accessories and parts as its original state.

1.5.  Please ship within 30 days from the application date.  Otherwise, the RMA/DOA application will become invalid automatically.

1.6.  Please ship all RMA/DOA Product ONLY to CASwell designated location.

 

2.  SHIPPING RESPONSIBILITY

2.1  RMA Shipping:

2.3.1After eRMA application, shipping from Applicant to CASwell, Applicant will be responsible for incoming shipping expense.

2.3.2After repaired RMA, shipping from CASwell to Applicant, CASwell will be responsible for outgoing shipping expense.

2.4    DOA Shipping:

2.4.1CASwell will be responsible for incoming and outgoing shipping expenses.

2.5    NFF/OOW/UMU Shipping:

2.5.1 Applicant will be responsible for incoming and outgoing shipping expenses if requested.

 

3. WARRANTY EXTENSION

Applicant may wish to extend the Product Warranty by Annual basis.  Nevertheless, such request shall be agreed before project launched and price quoted.  Warranty Extension can not be changed once the product is shipped, nor with random numbers of shipping product.

 

For Warranty Extension Charge, please see Appendix-B for pricing reference.

 

4. TECHNICAL INSPECTION

For Technical Inspection, CASwell will conduct P-Qua FT1 5-minute test for product failure identification.

 

 

D. EXPENSE

All the RMA expenses for CASwell standard products are listed in Appendix-B for reference. It is set on Nov., 2011 and may change by time. If you do not see it in this document, please contact your account sales to get it.

 

1. INSPECTION

Technical Inspection shall be free of charge; however if the RMA/DOA Product is verified as NFF, or OOW & UR, or UMU, Applicant will be invoiced with Inspection Expenses.

 

2. SHIPPING

For RMA/DOA, if Applicant fails to use designated shipping method and address, Applicant will be invoiced with Shipping Expenses.

Once the RMA/DOA is classified to be OOW and UMU, Applicant will be invoiced with Shipping Expenses.

 

3. REPAIRING O&R

For OOW and UMU component repaired or replaced, Applicant will be invoiced with component costs and Labor Overhead & Resource expenses.

 

4. EXTRA ENGINEERING

Customer may wish to have extra Engineers involvement for further analysis; nevertheless if the RMA/DOA is classified to be NFF, or OOW, or UMU., Applicant will be invoiced with extra expenses.

 

5. STORAGE

For Idle RMA/DOA, Applicant will be invoiced with Storage Charge daily, upto 3 months. When Applicant fails to pay the Storage Charge or over 3 months of Idle, the Idle RMA/DOA will be removed and scraped; CASwell shall have no further responsibility.

 

6. SCRAPE SERVICE

For OOW&UR, if Applicant asks not to return and scrape on site, a scrape service fee will be included in the invoice to Applicant.

APPENDIX A

Flowchart

1.0

 

 

—.— Customer

——— CASwell

 
STANDARD RMA PROCESS

2 Day

 

 

3 Day

 

 

7 Day

 

 

5 Day

 

 

1 Day

 

 

2 Day

 

 

1.10

 

 

1.9

 

 

1.8

 

 

1.7

 

 

1.6

 

 

1.5

 

 

1.4

 

 

 

1.3

 

 

 

1.2

 

 

1.1

 

 

…… NFF  1.6.1

…… UMU 1.6.2

 

 

 

 

STANDARD DOA PROCESS

2.0

 

 

—.— Customer

——— CASwell

 
 


1 Day

 

 

0.5 Day

 

 

2 Day

 

 

3 Day

 

 

3 Day

 

 

0.5 Day

 

 

2.13

 

 

2.12

 

 

2.11

 

 

2.10

 

 

2.9

 

 

2.8

 

 

2.7

 

 

2.5

 

 

2.4

 

 

2.6

 

 

1.0

 

 

2.3

 

 

 

 

STANDARD NFF PROCESS

—.— Customer

——— CASwell

 

1.6

 

 
 


1.6.1.8

 

 

1.6.1.5

 

 

1.6.1.4

 

 

1.6.1.7

 

 

1.6.1.3

 

 

1.6.1.6

 

 

1.6.1.2

 

 

1.6.1.1

 

 

1.6.1

 

 

 

 

 

 

STANDARD UMU PROCESS

1.6

 

 

—.— Customer

——— CASwell

 
 


1.6.2.1

 

 

1.6.2.8

 

 

1.6.2.7

 

 

1.6.2.5

 

 

1.6.2.6

 

 

1.6.2.4

 

 

1.6.2.2

 

 

1.6.2

 

 

    Customer

CASwell

 

 

 

 

 

 

 

3.0

 

 
STANDARD OOW PROCESS

3.2

 

 

3.13

 

 

3.12

 

 

3.11

 

 

3.10

 

 

3.9

 

 

3.8

 

 

3.7

 

 

3.6

 

 

3.5

 

 

3.4

 

 

3.3

 

 

3.1

 

 

—.— Customer

——— CASwell