We are having an issue with warranty returns of parts with kyocera. Most are rejected even with case #'s, tech pubs, even having a rep come out to verify the problems. I was wondering if any of you are having the same problems or can suggest anything that we may be missing. Many times rejections are coming back with the wrong serial numbers listed that are not even close to what we have submitted. Just wondering if we are the only ones?
-
Sorry, no. Techs don't carry toner. -
Re: warranty problems
We really have not had many problems with warranty returns either. Make sure all the paperwork is correct. This includes all maintenance reports, samples, etc. We have had the problem that if one of the units is over 1 year old from the time it is purchased it will kick it out. You have to call parts and get them to pull the P.O. up because their system only goes back 1 year. You also can't use a unit from a maintenace kit. You have to actually have a P.O. for the unit that you are using. Also, you can't swap units between machines. They will kick that out also. Hopefully you will have better luck in the future.GingerComment
-
Re: warranty problems
You can use units from kits as long as you reorder to put back in kit. We have only had one kicked back and that was the sample we sent in was also the status page. We have done ones outside the year with no problems either. Good LuckComment
-
Re: warranty problems
We've had no problems sending back Maintenance parts as long as they were under 3 years (all other parts as long as they are in their first year) and the page count (100k/300k/500k). Have to be sure to send in the required paperwork as well.Do for one what you wished you could do for everyone. - Andy StanleyComment
-
Re: warranty problems
No problems here. You must have your ducks in a row.Comment
-
Thanks for the input. Maybe something my service manager might be missing. Have a great weekend everyone!Sorry, no. Techs don't carry toner.Comment
-
Re: warranty problems
Hi I've done multiple warranty claims..No problems so far
1. status page before part replacement
2. status page after replacement
3. maintainance report
4. event log
5. signed invoice for your purchase of the unit
6. signed invoice from customer(backing up your claim to have replaced the unit
7. samples of problem
8.also very important machine report must indicate latest firmware
9.also list both the serial numbers of replacement part and the defective one
10. complete the RMA form with all details
My technical manager has been filling the RMA forms for us as kyocera is extremely fussy about documentation
but technicians are responsible for gathering the above information
Regards
Amith
Comment
Comment