From Fault to Repairs, Warranty & Return Merchandise Authorisation (RMA) – Part 1

Man repairing PC main board. IT engineering. Professional service and workshop.

Operational faults can occur on a site, and the device where the symptom is noticed becomes the point of blame. These issues do occur and a very simple example would be a faulty solar solution that does not provide sufficient power, and a branded recorder gets the blame.

Often, when these issues arise no further evaluation, analysis or tests are completed to verify the certainty or extent of the error. Faulty products are removed and sent back to the distributor. There are occasions where this action is correct and the device will then be repaired and undergoes a Return Merchandise Authorisation (RMA). On the other hand there are times where the devices retain no fault which then leads into strained relationships as one tried to find an error that does not exist.

What happens when these devices undergo diagnostics?

When dealing with safety and security devices there are logical progressions that need to be observed. The initial stage on a fault report is to accurately list and diagnose what the issue is. For example, to merely take your vehicle to the service depo and not mention what the problem is sounds ludicrous, but yet these things are still encountered.

In order to find out what the issue is and where it began it is important to identify what the symptoms were when the issue started. Ask a series of questions such as;

  • Is it intermittent or continuous?
  • Is it isolated or affecting a whole system?
  • Is it major or minor problem?
  • When the alleged faulty device was removed, was it tested to confirm the situation, before taking it off site or to the distributor?

When the wrong things occur the repairer is left confused

When a unit arrives at a distributor it should be assessed according to a statement made about the condition of the device. Naturally, any repair that does not have a proper explanation cannot be expected to be comprehensively checked and tested. This is due to the many possible permutations that may be the reason of fault. Therefore, it is often not as simple as thought, and processes can be sped up drastically with a bit of planning and foresight.

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