activereach RMA Process

This document explains the activereach RMA process, RMA being Return Merchandise Authorisation. Essentially, you have purchased equipment from us, it is covered under a support contract or warranty, but the kit has now failed – what happens next?

Firstly you will need to raise a support case with our Technical Support desk. You can do this via. a number of means, all of which are detailed here, under the Contacting activereach Support section.

After the case has been raised, you can expect a response within 60 minutes, whether it by phone or by email, from one of our engineers. They will run through some troubleshooting steps with you to try to fix the issue if possible, or to establish exactly what the problem is. Following the completion of these diagnostics, and when the RMA has been accepted, the engineer will issue you with a confirmation email containing the RMA reference number. At this stage, it is always a good idea to make a note of the make, model and serial number of the faulty device for your records, and for reference purposes if required later on.

The next phase of the RMA will depend greatly on which vendor the kit originated from. Initially you will be required to fill out a simple RMA form for that vendor, who will then review the form and accept the RMA probably within a few minutes. The returns policy will differ from vendor to vendor, whether it be you return the kit to us before we examine it and return it to the vendor, or whether the vendor sends out a courier to pick up the kit directly, and so on. However, in any instance, you will be required to package the equipment in the original packaging, including all cables and documentation, and then securely packaged again in a separate box to protect the goods and the original packaging. A printed copy of the RMA confirmation email should be placed inside the box. The box should then be clearly marked on the outside with the RMA reference number. In nearly all instances, a replacement device will be issued and sent out before the return of the faulty one is required.

All returns that are required to be sent to us should ONLY be sent to the following address, by courier or other traceable method, at your expense:

activereach Ltd. (returns)
4 Cliveden Office Village
Lancaster Road
High Wycombe
Bucks
HP12 3YZ

Once received, an activereach engineer will confirm receipt of the RMA.

All items will be tested for the fault reported and a restocking fee will be charged if they are not found to be faulty.