This article describes how to Initiate RMA for Versa Devices.

A return merchandise authorization (RMA) return authorization (RA) or return goods authorization (RGA) is a part of the process of returning a product to receive a refund, replacement, or repair during the product's warranty period. 

Versa Networks provides RMA over CSG's (CGG-750, CSG-770,etc) on a warranty of 2 years. Versa Networks provides both Standard and Advanced Replacement. 

The process of Initiating RMA is given below:

STEP:1 - Whenever a Ticket come for RMA, we need to verify whether the device is Hardware or Software Failure. Initially we need Serial Number and the Device Model Name.

STEP:2 - Once device confirms a HW failure we need to collect some below information from customer for Initiating RMA.

        Once confirmed from Engineer.

Serial number of supported HW : 
Fault description and action taken to determine it
Full site address + site contact details in below format:

Site name: XXX
City: XXX
Street: XXX
Zip Code: XXX
Country: XXX
State: XXX
Site contact name: XXX
Site contact number: XXX 

STEP:3 - Once we get the details from customer we need to Initiate the RMA with Neeco via IRMA Portal. If the Serial Number is not present on iRMA Portal we need to ask the below details to customer and reach-out to [email protected] for adding the Serial Number in versa IRMA Portal. Once 

RMA Information -

 STEP:4 - We need to search the Serial number for the RMA.

STEP:5 - After searching we will get all the related details like Warranty, SLA, Customer details,etc for that particular Serial Number. we have to click on Process RMA for Initiating RMA.

STEP:6 -  We have to fill some information:

               (a). Support Ticket Number - which is raised by customer.

               (b). Reason of RMA - Disk failure, Not powering-up,etc

               (c). Correct Address - Complete address of customer.

               (d). Logs - Logs which was shared by customer (if any).

Then click on INITIATE RMA.

After submitting the RMA request Agent will get a page like below:

and get a mail like below:

STEP:6 - After getting mail agent has to loop 

TO: [email protected]
CC: [email protected], [email protected], [email protected], [email protected].

Follow-up with Neeco till the device is shipped to customer. And we need to collect the New Device Serial Number which is delivered to Cutomer address.

Replacement Procedure:

1. Customer has to ship the faulty device to Neeco Warehouse or Neeco will arrange a pickup of faulty device from the customer site.
2. After receiving the faulty device, Neeco will release the replacement device as per the SLA.

If the device found to be Faulty the RMA SLA would be-

DOA (Dead on arrival):

When a CSG unit is non-functional for some reason within 90 days of date of shipment from distributor, the device is considered as Dead on Arrival (DoA). In such an event, Versa is responsible to ship a brand new device (same model) to customer through Neeco within seven (7) days of reporting the issue/fault. When the new CPE is delivered, faulty CPE will need to be picked up by Neeco.

In Warranty Support: 

ALL CSG units are covered under two (2) years warranty, even if customer has not purchased any hardware support. In this case however, the process is different than DoA. Once the hardware fault is confirmed, customer MUST ship the faulty hardware to nearest Neeco depot. Once, Neeco receives it, they will analyse the issue and either repair/refurbish the unit and if the unit is non-repairable send another unit as a replacement. The timeline for this will be 4 weeks only.

NBDAR/NBDAS/SBDAR: 

If in case of this SLA, Neeco has to ship the replacement to customer prior to receive faulty device to their Warehouse and customer will get the replacement same business day (In case of SBDAR SLA), Next business day (In case of NBDAR/NBDAS SLA). Post that either customer will ship the faulty device to Neeco or Neeco will arrange pickup for faulty device from customer site.

NOTE: (a) If the Device is procured from Arrow/Advantech, we have to politely convey the customer that "The device is                      procured from Arrow/Advantech, so please reachout to them for RMA".

            (b) RTF(Return To Factory) - RMA windows is 4 to 8 weeks.

                 NBDAR/NB (Next Business Day Arrival of Replacement) - Next Day.
                 SBDAR (Same Business Day Arrival of Replacement) - Same Day.