About Qnap Warranty And How To Check RMA Status

How Can I Check My RMA Status?

http://aid.qnap.com/event/_module/rma/?lang=en

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How Can I Unerstood If My NAS is In Warranty Or Not?

Qnap Serial Number Rules;

Our SN is: Qyymfxxxxx

Q: All SN start with Q.

yy: year, 10-> year 2010, 11-> year 2011

m: month,

1~9, Jan. to Sep.,

A:Oct. B:Nov. C:Dec.

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Product Warranty Period.   QNAP’s warranty period for its products against defects in material and workmanship under normal use is:

• 3 years for all TS-x79 series NAS

• 2 years in Europe Area for all units

• 2 years in all other area for all NAS and NVR units purchased after 2010/08/01

• 1 years in all other area for NMP

• 1 years in all other area for all NAS and NVR units purchased before 2010/08/01

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Definition of DOA: Unit is faulty within 30 days of initial purchase.

DOA Service.   Dead on Arrival (DOA) Service request is valid within One (1) month from the date printed on the invoice.  Buyer shall check and find the defective product serial number firstly.

Requirement:

1. Support need to check and make sure the problem description is clear, and customer have perform the hardware problem checking SOP.

2. Customer need to provide the invoice to prove the unit is faulty within 30 days (from the day of invoice to the day the customer initially report the fault).

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Repair Cost.  

QNAP provides free repair service to Buyer for Under-Warranty RMA service.  Buyer shall pay the repair cost for Out-of-Warranty RMA service or if QNAP Technical Support Department judges the product defect was caused by man.

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Shipping cost:   

- In the case of DOA, QNAP will be responsible for transportation charges to and from Buyer.

- In the case of Under-warranty RMA Service, consigner shall pay for freight.

- In the case of Out-of-Warranty RMA Service, Buyer will be responsible for transportation charges to and from QNAP.

- DOA and RMA items are not allowed to mix together and send back to QNAP in the same shipment.

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Additional Info;

Product DOA Service

1. DOA shall mean product completely fails to function within one (1) month from the date printed on the invoice.

2. DOA request for the product cosmetic defects (scratch, distortion, etc.) is valid only when they are impoverished within QNAP factory.  Buyer shall agree to check the product cosmetic defects carefully before shipping it back to QNAP, and QNAP reserves the right to reject the DOA case if it is judged obviously damaged by external force.

3. Return only the equipment that is not functioning properly.  No disks, manuals, cables or other accessories are necessary to return unless the Buyer is instructed to do so.  QNAP will not be responsible for the loss or damage for uninstructed returned accessories.

4. QNAP will provide Buyer with a DOA number within two (2) business days after the DOA documents are validated from both sides – QNAP and Buyer.  The RMA/DOA Flow is listed on Appendix D.  Buyer shall fill out the RMA/DOA Request form with product serial number, problem code, detail symptom and return parts list, send or fax to QNAP TSD and wait for the notification of a DOA number from QNAP.

5. If Buyer fails to provide detailed specification information on the RMA/DOA Request Form, the product specification will be based on QNAP’s received configuration.

6. No DOA returns will be accepted by QNAP without a DOA number, and any cost incurred from unauthorized DOA return is subject to the DOA sender.

7. The return of DOA goods from Buyer will be managed through a Buyer Repair center. The defective products shall be shipped out to QNAP within seven (7) business days after the DOA number is issued to Buyer.  The DOA request will be rejected and the defective product(s) will be transferred under RMA process flow if buyer failed to do so correctly.

8. Buyer must return defective products to the original place of purchase.  QNAP is not liable for handling import/export issues raised from products not purchased directly from QNAP.  If Buyer’s products are purchased through International Purchase Organization (IPO), DOA shipments must be delivered to the original IPO, the original IPO then transfer the DOA to QNAP for verification.

9. QNAP shall replace the failed product and send them out within seven (7) business days after receiving the defective product.  In case where stock of original component may be lacking, a substitute of equivalent or better value will be given instead.

10. Please ensure all product models listed on shipping documents are consistent with DOA request form to avoid possible custom and duty issues. If they are inconsistently documented, the products may not be accepted, and additional costs may be charged. At the same time, the DOA process might be delayed.

11. If there is any mismatch between the documents we have received and actual returns (e.g. number of modules, wrong item description), QNAP will notify Buyer within 3 working days. Please justify the argument within 2 working days after the QNAP notification date. Otherwise, QNAP might consider the shipment incomplete and send back to Buyer with freight unpaid.

12. Due to custom, duty and security issues, using speed post for DOA shipping will not be accepted by QNAP. Buyer should use UPS, DHL, Forwarder or other express for DOA shipping.

13. QNAP is responsible for both inbound and outbound shipping charge.

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Under-Warranty RMA Service

1. Under-Warranty RMA Service shall mean product fails to function and need to have a repair service beyond one (1) month from the date printed on the invoice, and under warranty period (counted from the date printed on the invoice).

2. QNAP will provide Buyer with a RMA number within two (2) business days after the RMA documents are validated from both sides – QNAP and Buyer.  The RMA/DOA Flow is listed on Appendix D.  Buyer shall fill out the RMA/DOA Request form with product serial number, problem code, detail symptom and return parts list, send or fax to QNAP TSD and wait for the notification of a RMA number from QNAP.

3. If Buyer fails to provide detailed specification information on the RMA/DOA Request Form, the product specification will be based on QNAP’s received configuration.

4. No RMA returns will be accepted without an RMA number, and any cost incurred from unauthorized RMA return is subject to the RMA sender.

5. QNAP TSD will check the content of RMA/DOA Request Form from Buyer.  If there is any incorrect or incomplete information, QNAP TSD will inform the Buyer for clarification.

6. QNAP TSD will inform Buyer of the quantity of the products found to be out of warranty upon receiving Buyer’s RMA request form. It is then up to the Buyer to decide whether he/she wants these out-of-warranty products to be repaired, and inform QNAP TSD the decision.  Repair cost will be charged for out of warranty products. An RMA number will be given immediately after all issues are clarified.

7. Buyer must return defective products to the original place of purchase.  QNAP is not liable to handling import/export issues raised from products not purchased directly from QNAP.  If Buyer’s products are purchased through International Purchase Organization (IPO), RMA shipments must be delivered to the original IPO, the original IPO then transfer the RMA to QNAP for verification.

8. The return of RMA goods from Buyer will be managed through a Buyer Repair center.  The defective products shall be shipped out to QNAP Repair Center within seven (7) business days after the RMA number is issued to Buyer.  The RMA service request will be postponed or rejected if Buyer failed to do so.

9. QNAP will repair the defective products and send them back to Buyer within ten (10) business days after receipt (maximum 20 pieces per shipment).  In case where stock of original component may be lacking, a substitute of equivalent or better value will be given instead.

10. Ensure all product models listed on shipping documents are consistent with RMA request form to avoid possible custom and duty issues. If they are inconsistently documented, the products may not be accepted by QNAP, and additional costs may be charged to Buyer. At the same time, the RMA process might be delayed.

11. In case there is any mismatch between the document QNAP has received and actual returns (e.g. number of modules, wrong item description), QNAP will notify Buyer of the mismatch within three (3) business days.  Please justify the argument within two (2) business days from the QNAP notification. QNAP will consider the shipment incomplete and the Buyer is liable for any cost incurred from this RMA case.

12. Due to custom, duty and security issues, using speed post for RMA shipping will not be accepted by QNAP. Buyer should use UPS, DHL, Forwarder or other express for RMA shipping.

13. Each party will pay for one outbound shipping cost, i.e., Buyer will pay shipping cost on products shipped to QNAP for repair, and QNAP will pay shipping cost on products returned to Buyer.

14. Products repaired by QNAP shall be warranted for three (3) months from the date printing on invoice, or the remainders of the initial warranty period, whichever is longer.  This warranty is valid only for same defective parts return for repair, not for the whole machine or the other parts.

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Out-of-Warranty (OOW) RMA Service

1. Out-of-Warranty RMA Service shall mean product fails to function and need to have a repair service beyond the warranty period (counted from the date printed on the invoice).

2. QNAP has the duty to inform Buyer when RMA goods appear to be both out of warranty and un-repairable.  It is then up to the Buyer to decide whether or not these products should be shipped back to the Buyer.

3. QNAP will provide Buyer with an RMA number within two (2) business days after the RMA documents are validated from both sides – QNAP and Buyer.  The RMA/DOA Flow is listed on Appendix D.  Buyer shall fill out the RMA/DOA Request form with product serial number, problem code, detail symptom and return parts list, mark which products are out of warranty, send or fax to QNAP TSD and wait for a RMA number.

4. If Buyer fails to provide detailed specification information on the RMA/DOA Request Form, the product specification will be based on QNAP’s received configuration.

5. No Out-of-Warranty RMA returns will be accepted without an RMA number, and any cost incurred from the illegal RMA return is subject to the RMA sender.

6. QNAP TSD will check the content of RMA/DOA Request Form from Buyer.  If there is any incorrect or incomplete information, QNAP TSD will inform the Buyer for clarification.

7. The return of RMA goods from Buyer will be managed through a Buyer Repair center.  The defective products shall be shipped out to QNAP Repair Center within seven (7) business days after the RMA number is issued to Buyer.  The RMA service request will be postponed or rejected if Buyer failed to do so.

8. QNAP will repair the defective products and send them back to Buyer within ten (10) business days after receipt (maximum 20 pieces per shipment).  In case where stock of original component may be lacking, a substitute of equivalent or better value will be given instead.

9. Buyer is responsible to provide correct and consistent shipping documents and RMA/DOA Request Form.  If they are inconsistently documented, the products may not be accepted, and additional costs may be charged, and the RMA process may also be delayed.

10. QNAP will repair out-of-warranty products at a cost of Buyer. QNAP will send an invoice to Buyer before repairing, and the Buyer must sign back the invoice immediately to approve the payment. If there is more than one (1) instance of warranty charges not received by QNAP, then QNAP will not repair the out-of-warranty product next time.

11. After repair, if the repair charge is not received, the repaired products will not be returned to Buyer and the repaired products will be in QNAP’s custody.  QNAP will issue notice to Buyer again to pay the charge within 1 month from the completion of repair.  If Buyer fails to respond within 3 business days after receiving the notice, QNAP has the authority to deal with the repaired product at its choice.  Buyer should have not objection to this.

12. Repairing cost.  For Out-of-Warranty RMA return, only complete QNAP products and product motherboards will be permitted to send back to QNAP for RMA service.  As for out-of-warranty RMA service, Buyer shall pay the repair cost as followings:

Note:

1) The above price list is subject to change without notice.

2) If any goods are returned without any trouble found or that Buyer decides not to repair, inspection cost will still be levied.

3) Material cost is the total cost of consumed parts for the repair.  The price of the parts will be based on the Spare Parts Order Book of each product Model.

4) The repair/replacement materials may not be brand-new.

The repair cost includes the inspection cost, labor cost and material cost and is charged for one time service per each unit of the Product System or each piece of the Product Motherboard sent back. For any goods that are abused and irreparable, or been damaged on the journey of shipping back to QNAP due to Buyer’s improperly packing, will be returned to Buyer or destroyed at site as Buyer’s choice.

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