RMA Policy - Embedian, Inc., Trusted Embedded ARM/XSCALE Computers

1. RMA Procedure

In order to provide the best service and customer satisfactions, Embedian has established this RMA repair service guideline for providing our customer the best support and shortest turn-around time as possible.

If you want to return Embedian's components for repair or upgrade then please read the following page. A RMA number is required

1.1 DOA (Dead On Arrival) Service

1.1.1 Definition

Goods received which do not function or malfunction within 3 months from the shipment date. This does not apply to any products that have been repaired, altered or showed signs of abuse or misuse. Embedian assumes no liability as a consequence of such events under the terms of the warranty.

1.1.2 Return Process

Before shipping, a valid RMA number must be obtained from Embedian's RMA Request web site at Returns Request. A detailed defective reason and a copy of the invoice must be included with the original packaging and accessories to be sent back to Embedian Repair Service Center.

1.1.3 Problem Confirmation

Embedian assures that DOA cases will be handled with the highest priority, however, we encourage you to confirm the problem with Embedian application engineers before sending back any DOA item. This is recommended since sometimes minor correction can be made to fix the problem, such as changing jumper setting, update bios, etc.

1.2 Repair Service

1.2.1 For those bought directly from Embedian Inc.

Accessing Embedian's RMA Request at Returns Request to request RMA (Return Merchandise Authorization) numbers. Please describe the problems encountered in detail on the "problem description" field. Descriptions such as "does not work" and "failure" can't be used to identify the cause of defect. Specifying the application environment, configuration and problems encountered will help to speed up the repair process. Lack of description may cause a NPF (No Problem Found) situation.

If you are uncertain about the cause of the failure, please contact Embedian's Technical support (or Application Engineer, AE). They may be able to find a solution that does not require sending the product for repair.

1.2.2 For those bought from Embedian's Distributors or Partners

Contact your local Embedian's distributors, partners to obtain RMA numbers. Use this RMA number for any further communication.

1.3 Returning the product for repair

Unless it's related to the problem, please send product itself only without accessories (manuals, cables etc.) for service. If you include these parts, mark them clearly for the accessories that have been included. An "RMA Board Configuration Chart" must be included in the shipment, an attention to Repair Service Department with your RMA number marked on the package will help to speed up the service.

After repairing, Embedian will bear the cost of return freight to customer when it's a warranty service, however, customer will be responsible for all the freights for out of warranty service (both incoming and outgoing freight).

Note: When an invoice is required for international shipment, we suggest you mark "Goods has no commercial value, Returned for repair" on the commercial invoice for custom purpose. Customer will also be responsible for the custom duty that results from improper paperwork.

1.4 Service Charge

1.4.1 Repair Charge

Embedian will bill customer for the repairing:

Out of warranty service.
When a "No Problem Found (NPF) " testing result is diagnosed from out of warranty service.
Warranty is forfeited as stated in Paragraph
OEM/ODM that is not covered by regular warranty unless specifically stated otherwise in OEM/ODM agreement.

A 3 months extended warranty will be granted for any charge repair. However, the extended warranty only covers same problem found on the service provided previously.

Calculation of service charge:

Repair Price = L$(labor cost) + M$(material cost)

A "Proforma Invoice"(P/I) for the cost of repairing will be sent to customer before repairing. The repair will be performed after customer's approval. In order to ensure a proper credit to be posted to your account, please mark the P/I number when you remit the service payment.

1.4.2 Rework, Tests Charge

Service such as revision upgrades, reworks, and extra burn in test can be provided with additional charge upon the request from customers.

Calculation of service charge for standard warranty :

Charge for service without warranty and DOA for customer responsibility

Repair Price = L$(labor cost) + M$(material cost) + F$(freight cost) + E$(expensive component cost)

Note:

L$ = Labor cost = US$ 25 + ((repair time/0.5h) - 1) * US$ 10

M$ = Material cost = Product list price * regular replaced material cost (such as 5%, 15%, ...etc.)

F$ = Freight charge = depend on where and how to do transportation(two-way)

E$ =Expensive component cost, such as LCD, HardDisk, ...etc.

Exapmle:

List price of "A" product = US$1000,

Regular repair time = 2 hrs,

Regular replacement material cost % = 5% of the list price.

Repair Price R$ = 25 + (( 2/0.5 ) - 1) * 10 + 1000 * 5% = US$ 105

After we make the repairs, we will send you a "Proforma Invoice" with the repair charges. When you remit the funds, please reference the PI number listed under "Our Ref.".

Freight Cost will be paid by customer in all the paid service cases.

1.5 Repair Turn-Around Time (TAT)

A TAT rate (Turn around Time) has been established for Embedian's internal control purpose in order to monitor and evaluate all the repairs. However, we will exclude the time in transiting the goods, waiting in custom, or the delay from local office or reseller.

TAT definition: TAT = Embedian Receiving date - Embedian Shipping date

For products manufactured by Embedian, the estimated TAT will base upon each receipt quantity from customers. The TAT target will be set based on

One batch shipment up to 49 pieces, the TAT is 7 working days.
One batch shipment > 50 pieces, Embedian will inform customer an estimate in TAT.

For third party products, the repair will be performed by the original manufacturer. This usually takes 7-21 working days.

The general reason that TAT may be delayed if the customer:

Does not sign and return the P/I within 48 hours.
Customer defaults in payment.
Gives an insufficient problem description, such as "does not work","failure"
Has modified the original design of the Embedian product.
Delays a reply or fails to reply to an Embedian request for further information (such as application environment and configuration).

1.6 Repair service for phased-out products

Embedian will try to store spare parts for any phased out products to cover its warranty repair. Occasionally when a repair or direct replacement can't be made for warranty products, Embedian will replace a similar product after customer's approval.

1.7 Repair Report

Embedian will return each board/system with a "Repair Report" which shows the result of the repair. If the result is NPF, the report will be listed with the tests that have been done for customer's reference.

1.8 Custody of Products

In case of customer fails to response for the communication from Embedian, Embedian will retain the custody of such product for two months. If the customer fails to respond within such period, such repair will be close automatically. Embedian will take reasonable measures to stay in proper contact with the customer during this 2-month period.

2. RMA Service Contact

Embedian provides repair services at its facilities in the following region: Taipei, Taiwan and Iowa, USA. You may contact the following email for details on the RMA process at: Returns