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Creating a RMA Ticket (KB903)

We'll replace any Echelon product that has failed within its 1-year warranty free of charge. If your product meets this criteria, please fill out a RMA Ticket (click "Submit a ticket").

Echelon's RMA Policies

Please read our policies regarding the return and replacement of parts under warranty:

  • Echelon will issue a return material authorization (RMA) and provide free repair or replacement of the returned Echelon product(s) which have failed under warranty.
  • Open a RMA Ticket in order to request a RMA number.
  • Echelon may, at its own discretion, ask for product(s) to be returned for examination prior to granting replacement product(s).
  • Echelon may need to contact the RMA Requestor in order to determine if more information is needed in regards to the failure mode of the product(s).
  • Echelon will issue a return material authorization and offer free repair/replacement of Echelon products which have not been tampered with and/or altered from the original state it was delivered.
  • Echelon will provide a RMA number and instructions for the return of the authorized product(s) within two business days of receiving the completed RMA Request Form. Echelon product(s) may not be returned prior to receiving authorization. Any product(s) returned to Echelon without prior authorization can be rejected and returned to the sender at the sender’s expense.
  • Echelon will ship the repaired or replacement product(s) for an authorized return within one business day after receiving the completed RMA Request Form depending on stock/availability.

 

How to Request an RMA

  1. Check for existing KB articles for workarounds or solutions
    (e.g., Most web page issues are web browser issues and not product issues, and we have solutions to many of those issues).  
       For i.LON and SmartServer RMAs, see Troubleshooting Tips KB932
  2. Determine the Product Name and Model # (in some cases Software version).
  3. Download RMA Form 
  4. Fully fill out the form.
  5. Send RMA form to rma@echelon.com
  6. Echelon may need to contact the RMA Requestor in order to determine if more information is needed in regards to the failure mode of the product(s).
  7. Wait for a RMA # to be provided to you before sending in your Product.
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