RMA Policy & Procedure

M5 Technologies Warranty Process

M5 Technologies guarantees that each new product will be free from defective material and workmanship under normal use and service for a period of thirty six (36) months from date of shipment from M5 Technologies.

M5 Technologies products that fall under a warranty claim must be reported to M5 Technologies or an Authorized M5 Technologies distributor or reseller from whom the product was originally purchased.

M5 Technologies recommends reporting warranty claims to Authorized M5 Technologies distributors or resellers, who may provide additional warranty services.

Customers can also report and return defective products directly to M5 Technologies by following the RMA request procedure described below. For all details on M5 Technologies warranty, please browse to www.media5corp.com/product-warranty.

RMA Request Procedure

When a M5 Technologies product is suspected of being defective, Return Merchandise Approval requests should be sent to M5 Technologies by one of the following ways:

Step 1 – Customers with an existing M5 Technologies Support Portal[1] (MSP) account should login to their account and create an RMA request

rma_step1

OR

Step 1 – Customers without an MSP account can send an email to tac@media5corp.com.

[1] The M5 Technologies Support Portal login window can be accessed from the following URL https://m5t.com/supportportal

From the Home page of the MSP, submit your request by clicking “Create New Incident” and setting Incident Record Type to RMA.  Complete the request form.

The following information must be provided when requesting an RMA in both circumstances.

  • Serial number of the defective unit(s)
  • Protocol version & release number
  • Description of the defect (symptoms)
  • From whom I purchased my unit(s) (reseller)
  • “Ship To” address for your repaired or replaced unit(s)

 

Step 2 – A M5 Technologies Support Specialist will contact the RMA requester in order to diagnose the cause of the failure and acknowledge the return.

 

Step 3 – A Credit Card Authorisation may be requested from customers without a Service Level Agreement to secure treatment of Out-Of-Warranty or No Fault Found products.

 

Step 4 – Once the hardware defect is acknowledged, an RMA number along with shipping information will be provided to the requester.

RMA numbers are valid for 60 days from the date of assignment. Products received without valid RMA numbers will be returned at the expeditor’s charge. Several defective units can be returned under a single RMA number.

Step 5 – Unless specified otherwise, the requester should ship the defective product to the following address:

M5 Technologies

RMA #____

3575 rue Blanc Coteau, door #13

Sherbrooke, Qc, Canada

J1L 0B4

 

Shipping Information

M5 Technologies strongly recommends reusing the original packaging material to return the product. Original accessories such as cables and power supplies should also be included with the return. Any additional damages incurred due to improper packaging by the sender will be repaired at the cost of the sender. Write the RMA number on the outside of all packages and in the reference field of the shipping form.

Make sure your Export Invoice has the following notations:

a) SOLD BY M5 Technologies , SHERBROOKE, QC, CANADA.

b) HS Code 9813.00.00 – INTEGRATED ACCESS DEVICE, NO CHARGE, NO SALE, RETURN OF GOOD

Include the following information below on the commercial invoice:

Broker: Cole International Inc. – Montreal

Tel: 514-631-2653

Fax: 514-631-6116

The RMA requester is responsible for shipping costs to M5 Technologies. The preferred shipment term is DDU (DDU Incoterm 2000).

 M5 Technologies will return the RMA unit to the “Ship To” address specified by the RMA requester. Ship To information refers to the address where the repaired or replaced unit(s) must be shipped. The destination address can be different from the originating address.

Shipment Term for returning a product is DDU (DDU Incoterm 2000). Under this term, applicable taxes, duties, and customs clearing must be paid by the receiving end.

Repair or Replacement

The defective unit received will be repaired or replaced by an equivalent product. The repaired or replaced unit will be returned to the “Ship To” address specified in the RMA request and tracking information will be sent to the requester.

Repaired or replacement products have a warranty from hardware defect and workmanship for a period of 90 days following the shipment date. The product original warranty will prevail after the 90-day period.

Out-of-Warranty

Warranty claims performed after the applicable warranty period will be considered as Out-of-Warranty. M5 Technologies will request a credit card number or purchase order corresponding to the repair cost from the RMA requester prior to authorizing the return.

Customer Induced Damage

A defective unit declared by M5 Technologies as a Customer Induced Damage (CID) will be considered and treated as Out-of-Warranty.

An RMA unit will be considered as CID when damaged by electrical overload, liquid leaks, damages incurred due to improper packaging by the sender or any sign of improper manipulation.

M5 Technologies will not return any CID unit, it will be scrapped at our facilities. If the RMA requester wishes to get his CID unit back, he will pay all return shipping charges.

No-Fault Found Charges

No-Fault Found (NFF) fee will be charged for RMA unit returned to M5 Technologies and confirmed as being not defective. NFF costs are listed in the table below. The sender will pay all return shipping charges plus fees if no fault was found on the Product.

The following repair cost table shall be used to estimate repair fees. 

Product Line Repair Cost * NFF** Targeted Repair Time
(USD) (USD) (Working Days)
Mediatrix 4102/4102S $ 60 $ 60 30
Mediatrix 4108 $ 240 $ 150 30
Mediatrix 4116 $ 300 $ 150 30
Mediatrix 4124 $ 350 $ 150 30
Mediatrix LP series $ 600 $ 150 30
Mediatrix 4400 series $ 160 $ 150 30
Mediatrix 3000 series $ 500 $ 150 30
Mediatrix C7 series $ 160 $ 150 30
Mediatrix G7 Series $ 500 $ 150 30
Mediatrix S7 Series $ 350 $ 150 30
Mediatrix S7 LP Series $ 600 $ 150 30
Sentinel 400 $ 700 $ 150 30
Sentinel 100 $ 550 $ 150 30

 

* RMA requester may require a repair or replacement product to be repackaged as a new product for an additional fee of $30 per unit. 

** Plus all return shipping charges plus fees.