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Hardware Warranty Handling (Partner)

  1. End users initiate request

    1. The end user contacts the Partner regarding a hardware issue that may indicate a product defect requiring repair or a warranty claim
      Minimum required information includes:

      1. Description of the issue

      2. Steps how to reproduce the problem

      3. Picture/Video of the issue

      4. HW - Serial number

      5. Type of HW- device

  2. Initial Assessment by the Partner 

    1. Auditdata Partner assesses the issue, attempts to troubleshoot and reproduce the issue. If the
      Partner determines it may be a HW defect, they ensure all required details are provided to Auditdata Support.

  3. Ticket Submission to Auditdata 

    1. The Partner submits the request to Auditdata Support by creating a ticket via the following link:
      Submit a Support Ticket or send an email to: support@auditdata.com

  4. Warranty Evaluation 

    1. Auditdata Support evaluates the ticket to determine whether the issue is qualifies as a warranty case or falls under standard support /repair, based on the device's serial number.

    2. Warranty eligibility is based on whether the product has a manufacturing defect caused by faulty materials or workmanship.

    3. The final warranty determination is made after Auditdata receives and inspects the device.

  5. Feedback to the Partner

    1. Auditdata Support informs the Partner of the warranty decision via the support ticket.

    2. If the issue qualifies as a warranty case, Auditdata will offer to repair the device, or send a
      replacement, depending on the nature of the defect.

    3. Auditdata will create an RMA form and submit it the Partner to collect the necessary details for processing.

  6. Customer Notification

    1. The Partner communicates the warranty outcome to the end user.

  7. Replacement Shipment

    1. If the issue is covered under warranty, Auditdata will ship new or a refurbished replacement device or transducer directly to the customer, as coordinated with the Partner.

    2. The shipment includes a return label for the faulty device. (Not all locations are covered)

  8. Return of Faulty Device

    1. The end user returns the faulty device or transducer for final inspection, if requested by Auditdata.

    2. The Partner is required to return the faulty device within 30 days of Auditdata shipping the replacement. If the return is not received within this timeframe, Auditdata will issue an invoice to the Partner for the cost of replacement device.

  9. Final warranty evaluation

    1. Auditdata performs a final evaluation by testing the returned device to identify the root cause of the issue.

    2. If the issue is not covered under warranty, Auditdata will notify the Partner, invoice for the replacement device, and return the original device to the Partner