How to Return Equipment
or Components Via the RMA Process
Obtain an RMA Number
that all equipment and/or components
you are returning are wrapped in packaging
resistant to electrostatic discharge
Ensure that all equipment
and/or components you are returning
are packed in sturdy containers (preferably
the original containers).
the RMA number on the outside of the
return shipping container(s).
to the following address:
3800 Concorde Parkway
Chantilly, VA 20151
[RMA number you were assigned]
You are responsible for all costs associated
with the return (e.g., shipping carrier,
customs, etc.). Outside the United
States, the costs are for round-trip
shipments for all items. Inside the
United States, the costs are one-way
for warranted items and round-trip
for non-warranted items.
Unless otherwise specified, Encore
Networks uses ground transportation
for return shipments in the United
States, Canada, and Mexico, and elsewhere
where ground shipment is feasible.
If you request a method other than
ground shipment, you must pay return
shipping costs. If you specify another
method of shipment, you must specify
the courier and provide your customer
account number with the courier.
Shipments must be door to door.
Freight, duties, and taxes must be
prepaid. When filling out the shipper’s
paperwork, please indicate the “Encore
Networks Shipping and Receiving Manager”
as the contact, and provide Encore
Networks’ main telephone number, 703-318-7750.
We recommend using one of the following
United Parcel Service
Ensure that any
other paperwork or correspondence you
send with the returned equipment reflects
your Encore Networks RMA number.
are valid for thirty (30) days from the
date of issuance in the U.S., Canada, and
Mexico, and for sixty (60) days in all
other countries. If Encore Networks does
not receive the equipment to which the
RMA number has been assigned within the
allowed time frame, the RMA will be closed,
and any equipment received bearing this
RMA number after the expiration date will
be refused. Neglecting to follow any or
all of the above instructions may result
in refusal to accept a returned item and/or
a charge for repair, regardless of warranty
Note: For international shipments
please include a copy of your customs invoice
with your shipment.
ADDITIONAL COSTS THAT
MAY BE ASSESSED DURING REPAIR
Regardless of the warranty
status of the product, a $250 charged
will be assessed if no fault requiring
repair is found. Prepayment is required
before the item will returned.
Fee for Out-of-Warranty Items
items returned for repair are subject
to a $60 per hour diagnostic fee, with
a two-hour minimum and a four-hour maximum
per item. If the item is unrepairable,
you will be notified and given the option
of either having us return the equipment
to you, at your expense, or providing
us with a written authorization to scrap
the equipment at our premises. You will
be invoiced for the diagnostic fees for
the unrepairable item.
If you have any
questions or concerns, please contact:
3800 Concorde Parkway
Chantilly, VA 20151
Tel: (703) 318-4350
Fax: (703) 787-4625
Before Submitting an RMA
Caution: if we can find no fault
with your equipment, you will be assessed
a fee of $250 per unit or card, whether
or not the item is still under warranty.
A purchase order or prepayment for this
charge will be required before we can
return the equipment to you under these
- Have you obtained an RMA
ticket number associated with your
product issue from Encore Networks
Technical Services (703-318-4350)?
Be sure to include
your assigned ticket number on the
RMA form in the designated space.
- Is your
product out of warranty?
If so, you will
be assessed according to the normal
repair fee schedule. The cost of shipping
equipment to and from Encore Networks
is your responsibility.
Repair fees, which vary depending on
the product component, can be obtained
from Technical Services. Equipment
you are sending for repair must be
accompanied by a signed copy of your
purchase order and a filled out RMA
form that provides the assigned ticket
number and the quoted repair fee.
All out-of-warranty items
returned for repair will incur a $60
per hour diagnostic fee, with a per
item minimum charge of two hours and
a maximum charge of four hours if the
item is unrepairable. Your purchase
order must reflect this understanding.
If the item is unrepairable, you will
be notified and given the option of
either 1) having the equipment returned
to you, at your expense and in accordance
with our out-of-warranty policy that
both way shipping costs are the customer's
responsibility, or 2) sending us a
written authorization to scrap the
item at our facility. You will then
be invoiced for charges (as stated
above) associated with the unrepairable
- Did you purchase
your equipment from a vendor other
than Encore Networks or Comstat?
If so, and
your product is still under the warranty
period established by that vendor,
then you need to contact that vendor
for repair of your equipment.
If the equipment you
purchased from another vendor is still
under warranty, and you send it to
Encore Networks for repair, not only
may the warranty become void, but you
will be assessed according to our normal
repair fee schedule for that product.
equipment you purchased from another
vendor is out of warranty, you may
elect to send it to Encore Networks
for repair under the normal fee schedule
for that product.
- What is the standard turnaround time
for a repair?
The standard repair time
is 15 working days after the equipment
is received. An expedite fee of $250
per unit or card may be negotiated
if a faster turnaround is requested
and if it is possible. The expedite
fee is assessed regardless of warranty
status and must be prepaid. How is
repaired equipment sent back to its
- How is repaired equipment sent back
to its owner?
All returns on repairs
are sent UPS Ground, or equivalent.
If you need express service, you must
supply a preferred carrier method and
a billing number.
Networks, Inc. © 2013