If the product is under warranty, Napatech will issue an RMA, which is a written confirmation allowing the customer to return the product for replacement or repair (as applicable).
The product cannot be returned to Napatech by the customer before an RMA has been accepted in writing by Napatech, and Napatech have provided the RMA information to the customer.
The customer must make an RMA request by contacting the Napatech support team by e-mail at support@napatech.com or by making the request directly in the Napatech Support Portal at https://supportportal.napatech.com.
The customer must include the following information in the RMA request:
- Product name or part number.
- Serial number of the product.
- Information as to whether the product was:
- Received defective on arrival.
- Is a field return while installed or in operation.
- Fault description of the product:
- Brief error description.
- Error messages and logs provided by the system.
- Steps to reproduce the fault (if any).
- Shipping information of the customer for the return of the product to the customer:
- Company name.
- Address.
- Contact name.
- E-mail.
- Mobile number.
The customer will receive the following RMA information from Napatech upon acceptance of the RMA request:
- RMA reference number, which the customer must note in the shipping documents.
- Shipping information for the return of product to Napatech.