RETURN MATERIAL AUTHORIZATION (RMA) PROCESS FOR NORTH AMERICA, APAC and OCEANIA

Requesting an RMA

Wyse recognizes that your time is valuable so we have provided you with three methods for requesting an RMA:

Preferred method:

WEB Request – You may request up to eight (8) RMAs using our on-line RMA Request Form.

Secondary methods:

Fax Request - Please send your request to our fax at 408-473-1973. A Customer Support representative will respond within 24 hours of receiving your request. During peak hours response times may be longer.
Phone Request - In North America only, You may request up to two (2) RMAs via phone by calling 1-800-800-9973, option 2 or 1-408-473-1200, option 2.

Our hours of operation are from 7 AM to 5 PM Monday through Friday, Pacific Standard Time. Night and holiday messaging are also available. If you leave a message you will receive a return call before noon the following business day.

Warranty Look-Up

To determine the warranty status of your Wyse thin client before you request an RMA please enter the serial number in the field below.

Serial#:
(Enter a serial number & click [Look Up] once to see warranty Status.)

Within Warranty

In order to process your warranty request expeditiously we require the following information:

Company Name & Address
Contact Name, Phone & Fax Number
Model, Part & Serial Number of Units in Need of Repair
Problem Description
Copy of the original dated, machine printed POP (proof of purchase) indicating the serial number of the unit purchased.

Out Of Warranty

In order to process your warranty request expeditiously we require the following information:

Company Name & Address
Contact Name, Phone & Fax Number
Model, Part & Serial Number of Units in Need of Repair
Problem Description
Method of Payment - Credit card (Master Card, Visa or American Express.

Out of Warranty Repair Pricing

Desktop Thin Clients - Wyse charges a flat rate of $150 for the repair of a desktop thin client. This price may be less if no parts are required to repair your device. The warranty for this repair is 90 days and covers only the original problem and solution. The warranty begins the day the repair is shipped to you.

Mobile Thin Clients - Wyse charges a flat rate of $225* for the repair of a mobile thin client. This price may be less if no parts are required to repair your device. The warranty for this repair is 90 days and covers only the original problem and solution. The warranty begins the day the repair is shipped to you.

*Note: This price does not include the replacement of the LCD panel on our mobile thin clients. The cost to replace the LCD panel will be $195. In the event that LCD requires replacement Wyse will notify you to obtain your approval before we proceed.

Note: RMA numbers are valid for ninety (90) days from date of issuance.

Shipping Instructions

Please post the assigned RMA number on the outside of each box and ship your unit, freight prepaid, to the address specified on the detailed shipping instructions that you will receive with your RMA confirmation. In other words you are responsible for the inbound freight. For repairs in service locations outside of North America please ship your RMA freight prepaid Door to Door.

For thin client products it is not necessary to send in defective keyboards, mouse, or power supplies. If these items are defective, Wyse will send you replacements. No return is necessary.

Turnaround, Repair and Return Shipping

Wyse will strive to repair your product within 3-5 business days of receipt barring any unforeseen products.

Wyse will repair you product with new and or refurbished parts. Parts replaced during the repair process become the property of Wyse.

Upon completion of the repair Wyse will ship the unit back to you freight prepaid. In other words Wyse will pay the out bound freight charges. For shipments outside of the US wyse will ship the product freight prepaid, Door to Door.

Exchange/Replacement Product

Wyse Technology has the option under warranty to repair or replace a product with a like product. Wyse classifies some replacement products as “R” stock. For better identification, we have marked them with an “R” after the part number. The serial number location is either on the bottom or back of the unit. The “R” stock meets new product specifications, looks ‘like’ new and is packaged in new boxes. The “R” stock may consist of new products previously used as sales demos, stock rotations, or repaired product. Any product used to replace a defective product carries the balance of the original product warranty. For example, if a 3-year warranted product is replaced after one year, the replacement product carries the balance of the two years of the remaining warranty. Wyse will however contact you before we replace your product to insure that the replacement product will work within your thin client environment and will not cause any compatibility issues.