RMA

• DOA (Defect on Arrival):
  • Defective product received by the customer within one month of shipping date from Protech.
  • All products that have gone through maintenance are not covered under the DOA policy.
• RMA (Return Merchandise Authorization):
  • Defective product received by the customer within one month of shipping date from Protech.
  • All products that have gone through maintenance are not covered under the DOA policy.
• Protech warrantee policy is not applicable to products that are modified in any form by unauthorized personnel, misuse or abuse, or inappropriate handling and installation. Protech will not be held responsible for the above actions.

• PPC and POS:13 months
• BPC and SBC:24 months.

  Products and accessories not manufactured by Protech are under warrantee of their original manufacturer. The following table is the product warrantee matrix of non-Protech products.

  Parts

  Warrantee Period

  Maintenance Policy

  Within Warrantee

  Warrantee Expired

  CPU

  One Year

  Replace (w/ similar)

  Replace new with a fee

  DRAM

  One Year

  Replace/Maintenance

  Replace/Maintenance with a fee

  CD-ROM

  One Year

  Replace/Maintenance

  Replace/Maintenance with a fee

  DVD-ROM

  One Year

  Replace/Maintenance

  Replace/Maintenance with a fee

  CD-ROM (slim)

  One Year

  Replace/Maintenance

  Replace/Maintenance with a fee

  FDD

  One Year

  Replace/Maintenance

  Replace/Maintenance with a fee

  HDD

  One Year

  Replace/Maintenance

  Replace/Maintenance with a fee

  Power Supply

  One Year

  Replace/Maintenance

  Replace/Maintenance with a fee

  Keyboard

  One Year

  Replace/Maintenance

  Replace/Maintenance with a fee

  DOC(DOM)

  Three Years

  Replace/Maintenance

  Replace/Maintenance with a fee

  LCD Panel

  One Year

  Replace/Maintenance

  Replace/Maintenance with a fee

  Touch Screen

  One Year

  Replace/Maintenance

  Replace/Maintenance with a fee

  Inverter

  One Year

  Replace/Maintenance

  Replace/Maintenance with a fee

  Flash Disk

  Three Years

  Replace/Maintenance

  Replace/Maintenance with a fee

  For non-Protech manufactured products, return to original manufacturer for maintenance will generally take 3 to 4 weeks of processing.

• During maintenance, should Protech discover that the product covered under warrantee is damaged from misuse, abuse, accidents, or inappropriate handling and installation, Protech will not be responsible for any of the product warrantees. If the customer requires the product to be maintained, Protech will require to collect a fee for the maintenance.

  If the customer does not wish the product be maintained, Protech will collect an inspection fee for the product.

• Protech will return the good product along with the RMA report to the customer. The shipping fee will be paid by Protech.

• Protech will continue to provide two years of maintenance services after the product is discontinued.

If the customer discovers the product to be DOA,

• Download the DOA request form from the Protech website DoA request Form, and fill in the detailed information for the faulty product. Return the included accessories along with the product to Protech and please list them on the form. Detailed information for the faulty product is required for the DOA handling process.
• Fax or e-mail the DOA request form to Protech and the customer will receive a DOA number

  (e-mail address: RMA@protech.com.tw).

• After the customer receives the RMA number, the faulty product must be sent to Protech within seven working days, and the RMA number must be legible on the box. The customer will pay for the shipping fee.
  

  If Protech finds that the returned product is not defective, then Protech will submit an invoice to the customer to collect the shipping and inspection fees.

• If Protech discovers that the product covered under warrantee is damaged from misuse, abuse, accidents, or inappropriate handling and installation, Protech will not be responsible for any of the product warrantees. If the customer requires the product be maintained, Protech will be required to collect a fee for the maintenance.

  If the customer does not wish the product to be maintained, Protech will collect an inspection fee for the product.

If the customer finds the product to be within RMA warrantee period,

• Download the RMA request form from the Protech website RMA request Form, and fill in the detailed information for the faulty product. Return the included accessories along with the product to Protech and please list them on the form. Detailed information for the faulty product is required for the RMA handling process.
• Fax or e-mail the RMA request form to Protech and the customer will receive an RMA number

  (e-mail address: RMA@protech.com.tw).

• After the customer receives the RMA number, the faulty product must be sent to Protech within seven working days, and the RMA number must be legible on the box. The customer will pay for the shipping fee.

  If Protech finds that the returned product is not defective, then Protech will submit an invoice to the customer to collect the shipping and inspection fees.

• If Protech discovers that the product covered under warrantee is damaged from misuse, abuse, accidents, or inappropriate handling and installation, Protech will not be responsible for any of the product warrantees. If the customer requires the product be maintained, Protech will be required to collect a fee for the maintenance.

  If the customer does not wish the product to be maintained, Protech will collect an inspection fee for the product.

• Maintenance Turn-around Time (TAT):

  For SBC and BPC products manufactured within Protech factory, the TAT is as follows:
  1-10 pcs: Day received + 8 working days + shipping time
  11-30 pcs: Day received + 11 working days + shipping time
  30 up pcs: Day received + 15 working days or deadline from customer + shipping time
  

  For POS and PPC products manufactured within Protech factory, the TAT is as follows:
  1- 5 pcs: Day received + 7 working days + shipping time
  5-10 pce: Day received + 9 working days + shipping time
  10 up pcs: Day received + deadline from customer + shipping time
  

• RMA flow process for expired warrantee is the same as above.
• Maintenance fee for expired warrantee.

  SBC & BPC Maintenance Fees:

  • General inspection: USD$25
  • Inspection and replace small IC: USD$40
  • Inspection and replace large IC: USD$50 + material fees
  • NPF: USD$25

  PPC & POS Maintenance Fees:

  • Inspection: USD$50 + material fees
  • NPF: USD$45

  Protech will return the maintained product to the customer and the customer will cover the shipping fee.

• Protech will provide the required fees for the maintenance upfront. If the customer agrees to the fees, then Protech will begin the maintenance.

  The maintenance period will begin after the customer accepts the fees.

• Protech will provide an extra three months of warrantee for the maintained product, but this will be limited to the maintenance parts.
• If the remaining warrantee period exceeds three months for the maintained product, Protech will provide warrantee up to the original warrantee period.

For providing better after-service to our customers, Protech offers online RMA & DOA forms to download. If there is any problem with purchased products, please fill up the form and fax it (+886-2-8751-1199) back to us. Our representative will contact you shortly.