Teletronics FAQs

 

Please read the questions below for helpful tips and hints on
Teletronics' Products, Sales procedures and RMA guidelines.

 
 

Sales FAQs

 

1. How can I save time placing a purchase order?

 

2. What kind of payment method can I choose?

 

3. How can I request for a credit application?

 

4. What kind of shipping method can I choose?

 

5. Can I buy a product as OEM version?

 

6. What kind of warranty does your products have?

 

7. Is there an amount limitation to place a PO using credit card as payment?

 

8. What should I do if my account is on hold?

 

9. How can I follow-up my shipment?

 

10. What should I do if my shipment is lost, damaged, or incomplete?

RMA FAQs

 

1. What should I do with a DOA shipment?

 

2. What should I do when a product is defective within the initial 30 days?

 

3. What should I do when a product is defective after the initial 30 days but
still covered under the 1 year warranty?

 

4. Can I send my product without an RMA number?

 

5. How can I request an RMA number?

 

6. How long will the RMA process take?

 

7. What kind of shipping method is used to send back my product?

 

8. If my product is out of the 1 year warranty, can I still request an RMA number?

 

9. Who is responsible for the shipping cost of my product during the RMA process?

 

10. Under what conditions am I able to request for a full credit refund?

 

11. Can I still return a product that was burned by lightning (Natural disasters)?

 

12. If my product has the warranty label broken and still under the limited warranty
time, can I request for an RMA number?

 

13. Where can I check my RMA Status?

 

14. Can I send another item that is not specified in the RMA form in the same package?

 

15. Does Teletronics have a "HOT SWAP" policy?


 

Sales Questions and Answers

How can I save time placing a purchase order?
For new customers, please call 301.309.8500 ext. 1 and one of our sales representatives will help
you set up an account and process the order. For existing customers who has a designated account
manager, you may send your order via email or fax it to 301.309.8851.

What kind of payment method can I choose?
For domestic customers, we accept credit card, COD (cashier's check/money order) or wire transfers.
Net item is available upon credit approval. For international customers, only wire transfer pre-payment
is accepted.

How can I request for a credit application?
Please call sales at 301.309.8500 ext 1 for your account manager and ask for the credit application.

What kind of shipping method can I choose?
The majority of the packages we ship, (domestically and internationally) are through FedEx and UPS.
If you have an account with any freight forwarder, please provide us your account number and your order
will be shipped according to your instructions.

Can I buy a product as OEM version?
Yes. Please contact the sales department for pricing information.

What kind of warranty does your products have?
Teletronics offers one year warranty on most of its products. Under this warranty, Teletronics
International, Inc. shall repair or replace (at its option), during the warranty period, any part that proves
to be defective in material of workmanship under normal installation, use and service, provided the
product is returned to Teletronics International, Inc., or to one of its distributors with transportation
charges prepaid.

This warranty shall be voided if the product is damaged as a result of defacement, misuse, abuse,
neglect, accident, destruction or alteration of the serial number, improper electrical voltages or currents,
repair, alteration or maintenance by any person or party other than a Teletronics International, Inc.
employee or authorized service facility, or any use use in violation of instructions furnished by
Teletronics International, Inc.

Is there an amount limitation to place a PO using credit card as payment?
Yes. Generally, credit card transactions is limited up to $5,000, which is only applied to domestic
customers in the U.S.A. All international orders accept pre-payment via bank wire transfer or international money order.

What should I do if my account is on hold?
Please contact your account manager at Teletronics and discuss about your account status.

How can I follow-up my shipment?
Usually, your account manager will inform your of the shipment tracking number and/or shipment status.
Otherwise, you may call your account manager for more information.

What should I do if my shipment is lost, damaged, or incomplete?
If the package is found damaged upon receiving, please inform the delivery person and make notations
on the freight bill and possibly refuse the shipment. Otherwise, please inform Teletronics immediately of
the damage. If the package gets lost or if the shipment is not complete, please inform your account
manager and we will investigate with the appropriate party.



 

RMA Questions and Answers

What should I do with a DOA shipment?
If the product is determined DOA, Teletronics will either reimburse the full purchased price plus
shipping or provide an exact exchange. All original packaging and a copy of the purchase invoice
must be included with the return in order to receive a full refund
or a restocking fee might be applied.

Please contact your sales agent immediately or within 30 days along with the RMA form to
receive an RMA number. Please email the RMA FORM to: rma@teletronics.com

You can download the RMA FORM here: RMA FORM DOWNLOAD

What should I do when a product is defective within the initial 30 days?
There will be no restocking fee for a refund within 30 days of the purchase minus
the shipping. All original packaging and a copy of the purchase invoice must be included
with the return in order to receive a full refund
or a 15% restocking fee will be applied. There
may be further charges if there are missing parts.

You can download the RMA FORM here:
RMA FORM DOWNLOAD

Please email the RMA FORM to: rma@teletronics.com

What should I do when a product is defective after the initial 30 days but
still covered under the 1 year warranty?

NO RMA numbers will be given out unless it is accompanied with a trouble ticket number after
the first 30 days. The trouble ticket can be opened if you have a Teletronics online helpdesk account.
To sign up for an online helpdesk account, please go to http://www.teletronics.com/Supportform.html

After a ticket is created and the product is determined to be a manufacturer defect from the support
department, Teletronics will either fix or provide an exact exchange of the defective product(s). But,
before the fix or exchange can be done, you must download and fill out the RMA form and provide
a copy of the purchase invoice.
RMA FORM DOWNLOAD

The next step is to attach the trouble ticket number along with all the other information required
for us to process the return on the RMA form and email it to: rma@teletronics.com

NO REFUNDS ARE GIVEN AFTER 30 DAYS. All exchanges must be accompanied with the
original item in the RMA return.

For RF Items such as Amplifiers and UDCs, you have the option for repair. The repair charge
will be determined after we receive the defective product. We will notify you on the repair cost in
advance before fixing the unit.

Can I send my product without an RMA number?
NO.
You need an approved RMA number and a ticket number (if after 30 days) before we will
accept any kind of return. Teletronics reserves the right to refuse any RMA shipment that does not
come with an RMA number or an invalid RMA number.

How can I request an RMA number?
To start the process of getting a valid RMA number, please start by filling out the RMA form with
the complete and correct information. If the item is over 30 days from the date of purchase,please
also open up a trouble ticket online. Only if this product is determined from our support team to be
a manufacturer defect will a valid RMA number be issued. All valid RMA numbers will be effective
for 30 days from the day issued. If the RMA number is beyond the 30-day limit, you must reapply for
a new RMA number.

You can download the RMA FORM here: RMA FORM DOWNLOAD

How long will the RMA process take?
This process will depend on the type and number of products returned. Typically an RMA would
take around 2-3 days to complete from the day received before being shipped back. But, in
order to expedite the process, the RMA form MUST be filled out properly with the invoice
number included and also the date of purchase.
Otherwise, your RMA process will be delayed.

What kind of shipping method is used to send back my product?
Teletronics covers the return shipping charges for any or all warranty repairs via FedEx Ground.
Customers must pay for any other shipping method.

If my product is out of the 1 year warranty, can I still request an RMA number?
Yes. You pay for the shipping and repair/replacement cost of the item. Usually, the Amplifiers and UDCs
can still be returned for repair after the 1 year warranty period. Also, contact your sales agent about our
extended warranty program.

Who is responsible for the shipping cost of my product during the RMA process?
You are responsible for all shipping costs to send the package to us regardless of the warranty period.
We pay for the cost of shipping back to you only if your product is still under the 1 year warranty.

Under what conditions am I able to request for a full credit refund?
All our products have a 30-day money back guarantee. Within this 30-day period from your
date of purchase, we will refund the cost of the product minus the shipping. Please do not forget
to provide a copy of the purchase invoice to expedite the process.

Can I still return a product that was burned by lightning (Natural disasters)?
Our 1 year limited warranty policy does not cover damages caused by an act of God, natural disasters,
damages from a faulty step or any form of negligence.

If my product has the warranty label broken and still under the limited warranty
time, can I request for an RMA number?
No, but the exception is you must have a trouble ticket number and have been instructed from someone
on our support team to open up the product.

Where can I check my RMA Status?
Please go to: http://www.teletronics.com/RMAStatusForm.html

Can I send another item that is not specified in the RMA form in the same package?
No, we will only accept what is listed on the RMA form. Any extra items that are not listed on the
RMA form will be returned back at your expense and may delay the return process. We will process
the RMA return and notify you through email if we find any missing items listed on the RMA form.

Does Teletronics have a "HOT SWAP" policy?
No. A new unit must be purchased through your account manager.

 

 

 

 

 

 

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