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1. Purpose
To provide customers of Hytera with a clear RMA process to follow when the products they bought from Hytera come with quality issues which can't be fixed by them or by Hytera remote technical support (phone, email, video) but need to be returned to Hytera for repairing.
2. Scope
Overseas customers of Hytera; products of Hytera with quality issue
3. Definition
| Serial No | Name | Definition |
| 001 | RMA | Abbreviation of Returned Material Authorization |
4. Key roles and Relevant Responsibility
| Serial No | Roles | Responsibilities |
| 001 | Customer | Responsible for filling in RMA form with accurate and sufficient information; Responsible for tracking shipment before returned goods arriving at Hytera HK. |
| 002 | Service Manager | Responsible for verifying customer’s RMA application; Responsible for receiving returned goods appropriately. |
5. Activities Description
| Serial No | Activity | Role | Activity description | Input and output | Time |
| 010 | Customer apply for an RMA | Customer | Customer applies for an RMA by filling in an RMA form with accurate and sufficient information | Output: RMA form | N/A |
| 020 | Verification | Service Manager | Verify the necessity and accuracy of the RMA request which is from customer | Input: RMA form Output: Verification result | 1 working day |
| 030 | Send approved RMA form back to customer | Service Manager | By positive verification, send the approved RMA form which is with Hytera GCSC official seal back to customer | Input: Verification result Output: Approved RMA form which is with Hytera GCSC official seal | 1 working day |
| 040 | Arrange shipment for malfunction goods to Hytera | Customer | Arrange shipment for malfunction goods to Hytera; Inform Hytera service manager of scanned shipping documents or tracking No. | Input: Approved RMA form which is with Hytera GCSC official seal Output: PL, CI, AWB | N/A |
| 050 | Follow the shipment before goods arriving at Hytera HK | Customer | Follow the shipment before goods arriving at Hytera HK, Inform service manager of estimated date of arrival to Hytera | Input: AWB Output: Estimated time of arrival of returned goods | N/A |
| 060 | Receive goods | Service Manager | Help customer to track shipment of returned goods, receive goods at Hytera HK in time, notify customer by email when goods received. | Input: PL, CI, AWB Output: Goods received notice email | 1 working day |
6. RMA Flowchart
7. Notes
7.1 Packaging
7.1.1 Original packaging should be used if available to minimize the risk of shipment damage. Board products must be packed in antistatic plastic bubble bags to avoid ESD (electrostatic discharge) damage and physical damage. If the goods are damaged in transition from customer side to Hytera due to improper packaging, Hytera reserves the right to determine whether or not the returned products are repairable.
7.1.2 An RMA Form which is with RMA# and Hytera GCSC official seal must be put in the package when the goods are returned.
7.1.3 Customer shall keep a record of shipping documents in case the shipment is lost. Customer is responsible for the product until it is received by Hytera.
7.2 Delivery Charges
Freight and any other cost related to shipment of when the product returns to Hytera shall be prepaid by customer; Freight and any other cost related to shipment of when the product returns to customer shall be prepaid by Hytera.
7.3 Address of Returned Goods
All returned products must be shipped to below address unless GCSC engineer provides you with other specific ship to addresses for special cases.
Hytera Communications (HongKong) Company Limited
Unit 10 ON 22nd floor, RICKY CENTRE, NO. 36 CHONG YIP STREET, KOWLOON, HONG KONG
Consignee: Mr. Chen Xiuzong
Tel: 00852-23474055
8. Disclaimer
Hytera reserves the right of final interpretation of the Hytera Return Material Authorization (RMA) process.