From Fault to Repairs, Warranty & Return Merchandise Authorisation (RMA) – Part 2

IT worker fixing main board of a computer. Professional occupation. Engineering. Technology.

Before returning a device that is faulty, consider the condition of the unit and state information such as the following;

  • What is the state of the device?
  • Is the performance related, total failure or a specific feature giving problems?

By supplying sufficient information you are able to identify the faults accurately and if there are any parts that have been removed and or broken off of the device all pertaining parts have to be given in with the device.

Environmental factors to consider

  • What is the installation environment, and does this impact on the device to cause the fault – Is this a hazardous chemical air causing corrosion?
  • Is there excessive heat from a furnace or zero airflow?
  • Is the moisture content to high for the device?
  • Do excessive vibrations (such as in a truck) cause the damage?

How was the fault identified?

It is of great importance to determine what the fault was and how it was identified. Was the fault a guess or was a proper examination done on the device to determine the error? In these cases, no assumptions should be made. Check the points before and after the apparent faulty device to ensure the correct measures are taken and that all possible damages are catered for.

During this time establish whether the procedures, technology and specifications are adhered to. Does the device suit the situation and were manufacturer specifications not adhered to? Therefore, this means that one has to use the correct associated equipment and operational specifications. When changes are made, this should be declared in a fault report.

What happens in the case of retesting?

Where are the retests done? On site, to isolate other equipment and infrastructure or in the SI office to further verify?

There are significant examples of devices with a “No Fault Found (NFF)” and the problem existed somewhere else, such as a cause from loadshedding.


At the end of the day when we all work together we achieve more at a much faster pace. Ultimately we are all looking for solutions with as little downtime as possible.

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