Before returning unit:
1.1: Enter our website www.hattelandtechnology.com.
1.2: Select "Technical Support" from the top of the page (above the main menu) and then "Request RMA Number" in the "Repair Centre" box menu.
Entering details:
Please use the Hatteland Technology AS type and serial number starting with JH, HD, HT, or HM. Example: HD 19T22 MMD-MA1-FAGA-123.
2.1: Enter your contact details, e-mail, and phone needed for any requests.
2.2: Enter your internal reference.
2.3: Choose Error type and enter a detailed fault description.
Please consider the following:
- What were you doing?
- What did you expect to happen?
- What did happen?
- What equipment was connected?
- What color/patterns has the status lights next to/or the power button?
- Has this successfully been done before?
- Is this an isolated incident, or does other/all units have the same behavior?
2.4: Choose your preferred Service Partner / Location (https://www.hattelandtechnology.com/service-partners). We have a global network of certified service partners that can handle your repairs locally, and you will save some time and money in shipping. Displays and Panel Computers (MMC) with s/n up to 100 (proto/pilot units), have to be shipped back to Hatteland Technology for repair.
2.5: If you want the unit returned to a specific address after repair, other than your company's main office, please use the "Ship-to address after repair" section and fill it with the proper shipping address.
2.6: Press the "Confirm Service Request" button to register the RMA to our system. You will then receive a RMA request number (CDV/xxxxxx). Please refer to this when communicating with us during the RMA and repair process.
2.7: You need to register a unique RMA for each return. You can do this after registering one unit by choosing 'Register new RMA'. The only points you will need to change are type- and serial number, and fault description. The rest of the already entered information is forwarded to the new request.
2.8: Relevant screenshots or other documents can be sent to service@hattelandtechnology.com. Please mark the e-mail with the type and serial number or the RMA number, CDV/xxxxxx.
Verification of RMA:
3.1: Our Service team will evaluate your fault description, If we believe the issue could be solved without returning the unit for repair you will be contacted.
3.2: Please make sure the box is marked with the RMA request number.
3.3: Shipping costs are according to https://www.hattelandtechnology.com/legal-documents.
3.4: It is important that the unit is securely packed. Hatteland Technology AS is not responsible for any damage that occurs during transportation. Remember to secure the bottom of the box.
3.5: RMAs older than 6 months will be discarded. New RMA is needed in order to return the unit at a later time.
Special conditions:
4.1: If a unit is returned without RMA request in advance:
- at reception, we will contact you to get a detailed fault description. We will not be able to continue the repair of the unit until we receive this.
- if no reply on RMA/fault description is not received within 30 days after reception of unit, the unit will be returned as received and you will be charged for handling coverage + freight cost.
4.2: If the unit was received with damage (due to transport):
- we will inform you about such incidents together with an estimated repair cost (for you to use as a claim against your carrier).
Repair handling:
5.1: You will receive a confirmation on your contact e-mail when we receive your unit.
5.2: If the fault found on the unit or the unit itself is not covered by our warranty, you will receive a quote shortly after goods arrival.
5.3: If it is a warranty repair or the quote is approved, the unit will be repaired accordingly.
5.4: If "no fault found", a charge for diagnostic and handling will be issued.
5.5: When the unit is finished, the unit will be returned according to return address on the RMA form.
- We will use the "Ship-to address after repair" address, and the shipment will be marked with your reference stated in the "Your reference number" field.
5.6: You will receive an automated message from our logistics system with a tracking number when the unit is shipped.
5.7: For customers, with an agreement and for a "Non-Warranty" repair you will receive an invoice shortly after the unit is shipped out.
5.8: If you have PayTerm "Payment in Advance", without an agreement, an order confirmation and a proforma invoice will be sent and the RMA will be returned when the payment is registered.
5.9: Hatteland Technology provides 6 months warranty on the repaired part(s).
