RMA and DOA

(Return Material Authorization and Dead on Arrival)

Defective Product

To obtain day-to-day support, customers have two available options. Contact our technical support specialists at 800-444-2947, and the first available support specialist will assist them, or fill in a Support Request Form.

To check the status of an existing RMA, customers can contact our technical support specialists at 800-444-2947, and the first available support specialist will assist them. The customer will need to provide the RMA number and will be able to obtain the status of the incident including whether the unit was received, if a replacement unit has been shipped or if the unit is currently being tested.

In Warranty

To determine warranty, a proof of purchase is required to be sent to the support specialist. The support specialist will troubleshoot* with the customer over the phone. If the unit is defective, an RMA number is issued and the product is returned to Axis with the RMA number clearly marked on the outside of the package. The customer is responsible for shipping expenses to Axis.

Upon receipt, products will be factory defaulted and tested to determine if the product is defective. If the support specialist determines that the product is functional, it will be shipped back to the customer with a document indicating the outcome. Defective product will be replaced with either a new or refurbished product at the discretion of Axis.

If the unit is in stock, a replacement product will be shipped the same day it is received and tested. Replacement products are shipped UPS ground unless expedited terms are specified and paid for by the customer.

If the unit is not in stock, a replacement unit will be shipped within 10 business days via UPS ground unless expedited terms are specified and paid for by the customer.

*Customers who choose not to troubleshoot with a representative over the phone will be charged a $75.00 USD testing fee. A Support Testing Agreement (pdf) will need to be completed prior to issuing an RMA number and requires payment with a credit card.

Advance Replacement

Advance Replacement is a fee-based service that enables in stock replacement units to be shipped out the same day an RMA is issued.

If the Technical Support specialist determines that a unit is defective and the customer needs the replacement unit in advance, an Advance Replacement RMA will be issued and the customer will be charged a $50.00 service fee. The customer is required to complete an Advance Replacement Agreement (pdf) which authorizes Axis Communications to charge their credit card the fee of $50.00 and the price of the replacement unit, if the defective unit is not returned within 30 days.

All rules for In Warranty and Out of Warranty apply. Replacement unit will be shipped to the customer via UPS ground unless expedited terms are specified and paid for by the customer.

Cross-shipments

If the unit has failed within 30 days of end user purchase, a cross-ship RMA will be issued. The customer is required to complete a Cross Shipment Agreement (pdf) which authorizes Axis Communications to charge their credit card for the list price of the unit, in the event the defective unit is not returned within 30 days. A new unit will be shipped to the customer via UPS Next Day Air the same day the RMA is issued.

Cross-shipments (Dead On Arrival / DOA)

Out of Warranty

Products that are out of warranty can be returned to Axis and tested for a $75.00 USD fee. A Support Testing Agreement (pdf) needs to be completed prior to issuing an out a warranty RMA number and requires payment with a credit card.

If the unit is determined to be functional, it will be shipped back to the customer within 5 business days via UPS ground unless expedited terms are specified and paid for by the customer. Axis does not offer repair services; if the unit is determined to be defective the customer has the option of purchasing a new product at a discounted price.

axisFlexSubContent

Search