Return Material Authorization (RMA) instructions
In the following, you will find detailed information regarding the process for Return Material Authorization (RMA).
Please note that in some cases, we can repair your system remotely. Occasionally, it is possible to repair a system remotely and save shipping and repair costs.
If the unit is out of warranty, you will be charged for remote support. If you have a TCM® support agreement, the support hours spent will be drawn from your account. We strive to answer any RMA tickets within 24 hours and have your unit returned to you within 30 working days.
NB: Before creating a RMA ticket, we always recommend you trying the following:
(1) powercycle the device, (2) check the cabling or (3) contact TCM® support for remote diagnostics.
How to create a RMA ticket
Step 1 – Create a ticket keyboard_arrow_down
For faulty M-Systems or sensors, please create a support ticket:
- Go to our online ticket system and log on with your username and password.
- Under the Help Topic, select “Return & Repair”.
- Choose your product.
Fill in the Serial Number of the product. (Mandatory) Enter the Return Address destination. Fill out the Ticket Details with as much detailed troubleshooting information as possible. Also, please attach screenshots or field notes. This will help us in the repair phase and give us valuable information that will help us ensure a more robust product over time.
Before requesting a Return & Repair, we recommend using our fault checklist and attaching it to the ticket. When the Return & Repair ticket has been created, you will be provided with pricing information for generating a PO. Once the PO is received, KK Wind Solutions will issue an RMA number.
Download the fault checklist
- Press “Create Ticket.”
Step 2 – Receive the RMA number keyboard_arrow_down
When the Return & Repair ticket has been created, you will be provided with pricing information for generating a PO. Once the PO is received, KK Wind Solutions will issue an RMA number.
Step 3 – Ship the unit keyboard_arrow_down
Faulty units must be shipped to:
ETK EMS Skanderborg A/S
Att.: KK Wind Solutions A/S RMA handling
Industrivej 45
DK-8660 Stilling
Denmark
The faulty unit must be clearly marked with the RMA number given in step 2 before it is packed. Please do not write the RMA number on the faulty unit. This will require a new housing/cabinet and unnecessary extra costs.
Shipping and risks connected to returning a defect unit to KK Wind Solutions will be paid for and issued by the customer.
Step 4 – Unit inspection and workshop procedures keyboard_arrow_down
M-System repair includes testing ICP modules, baseboard, CPU board, compact flash card and fan. Malfunctioning components are repaired or replaced.
Product out of warranty:
If the M-System has no defects or is unrepairable, you will incur a fee of €200/$250 for examination only.
Shipping is included in the examination fee.
When the unit has been repaired and tested, it will be shipped to you at the return address provided in the Return & Repair ticket. Please note that the repaired M-System will be delivered with the DHCP function switched on (no assigned IP address).
NOTICE: M-systems produced in 2012 and before, are no longer reparable. You find the production year by looking at the product serial number. Digits 3-4 must be 13 or higher.
Serial number, 16122100 = not reparable
Serial number, 16132100 = reparable
Product under warranty:
It will be repaired or replaced with a similar product free of charge.
The unit will be shipped to the return address supplied in the support ticket at KK Wind Solutions’ expense. Please note that the repaired M-System will be delivered with the DHCP function switched on (no assigned IP address).
The repaired part has 6 months of warranty. The remaining unit warranty is still applicable.
We appreciate your cooperation in advance and look forward to assisting you with your future repairs.
For further questions, do not hesitate to contact our support team by using our online ticket system.