Change Notice to RMA Process for US Customers

Dear Valued Gefen Customer,
As you know, Gefen services offered to our customers formerly served by our Gefen
Munich offices had ceased all operations on August 31st, 2014.
Effective Monday 18th August 2014 Gefen LLC Headquarters in the US will be managing the
roles of sales order processing, shipping, RMA and technical support for Gefen in our Europe,
Middle East and Africa region.
This document was designed to outline the new RMA (Return Merchandise Authorization)
process for customers located in the U.S.
There are four steps that must be qualified before an RMA can be processed. They are as
followed:
1. Is the Gefen product under warranty?
2. What type of RMA needs to be processed?
3. When to use the Certificate of Destruction?
4. Where do I ship the RMA to be processed?
Please follow the steps below to place the RMA. Thank you for your cooperation.
Yours sincerely,
Kevin E. Weiss
Kevin Weiss
Vice President, Global Sales
Gefen LLC
20600 Nordhoff St. Chatsworth, CA 91311
Tel. 1 818 772 9100 Fax. 1 818 772 9120
Is the Gefen product under warranty?
Gefen LLC warrants the equipment it manufactures to be free from defects in material and
workmanship. If equipment fails because of such defects and Gefen LLC is notified within two
(2) years from the date of shipment, Gefen will, at its option, repair or replace the equipment,
provided that the equipment has not been subjected to mechanical, electrical, or other abuse or
modifications.
This warranty is in lieu of all other warranties expressed or implied, including without limitation,
any implied warranty or merchantability or fitness for any particular purpose, all of which are
expressly disclaimed.
1. Proof of sale may be required in order to claim warranty.
2. Customers outside the US are responsible for shipping charges to and from Gefen.
3. Copper cables are limited to a 30-day warranty and cables must be in their original
condition.
* Also refer to http://www.gefen.com/kvm/aboutus/warranty.jsp
First Step:
1. Locate the serial number on the bottom of the Gefen product. You must have your serial
number available for the representative to check the status (i.e. GU9001012, AB12345678, etc.)
2. Contact your dealer, distributor or Gefen LLC to inquire about the warranty status of a
product. Tel. 1 818 772 9100 or email: [email protected].
Second Step:
What type of RMA can be requested?
*******Defective products in need of troubleshooting should be done with [email protected].
If possible, contact [email protected] to determine if the product is defective.
Use the RMA Request Form. Fill each box with all of the information needed.
Then send it to: [email protected] for processing and approval.
Request one of these RMA types below with the Gefen Representative. There are only two
different types of RMAs to be requested:
•
Returns for Credit (Sealed, Unopened products returns)
•
Warranty Repair (Unsealed, opened boxes, DOA (dead on arrival), defective product,
repair/replacement, etc.)
20600 Nordhoff St. Chatsworth, CA 91311
Tel. 1 818 772 9100 Fax. 1 818 772 9120
Returns for Credit (Friendly Returns)
•
All returns must reference an RMA number. Packages returned without an RMA number
may be refused.
•
Return packages must be properly packaged for return shipment. Any damages
resulting from improper packaging are subject to a restocking fee.
•
In order to obtain a full refund of the purchase price, returns must be requested within 30
days of the initial purchase date from your Gefen authorized resellers/distributors.
•
All returns requested after 30 days, but no later than 60 days of purchase date are
subject to a 15% restocking fee.
•
Gefen reserves the right to inspect the product condition and may apply an additional
5% restocking fee for any excessive damage or wear.
•
In order to receive a credit on copper cables, the cables must be unopened.
All returns must include every component originally shipped with the products (power
supplies, remotes, cables, etc.). The cost of any missing accessory will be deducted
from the original purchase amount.
Warranty Repair (Unfriendly Returns)
•
If equipment fails because of such defects and Gefen LLC is notified within two (2) years
from the date of shipment, Gefen will, at its option, repair or replace the equipment,
provided that the equipment has not been subjected to mechanical, electrical, or other
abuse or modifications. Under warranty, Gefen will only cover standard ground shipping
from the LMI Repair Center back to the customer.
•
Option 1: Place an Advanced Replacement for a new product for exchange to be
shipped to you from the Genco Warehouse. Once the defective unit is returned to LMI
Repair Center, a credit will be issued. The customer is responsible for the shipping
charge to LMI Repair Center.
•
Option 2: Send the defective unit back to LMI Repair Center for repair. The customer
is responsible for the shipping charge to LMI Repair Center.
Note****** The Certificate of Destruction (Unfriendly Returns Only) may only be used
if the product is MSRP valued at $500 USD or less (read Third Step). If the product is
above the $500 USD, skip the (Third Step) and use the above Option 1 or Option 2
above.
20600 Nordhoff St. Chatsworth, CA 91311
Tel. 1 818 772 9100 Fax. 1 818 772 9120
Third Step:
When to use the Certificate of Destruction?
This (optional) method will be utilized to provide a faster, more efficient response to the
customers while eliminating unnecessary freight costs and additional labor. This is only
used for (Unfriendly Returns) that have become defective under warranty. The
defective Gefen product must be MSRP valued at $500 USD or less to qualify for “Field
Scrap”. “Field Scrap” is used to describe products that may be locally
destroyed/disposed of by the customer without having to return it to a Gefen US facility
for credit. Please use the attached Certificate of Destruction form. The Certificate of
Destruction must be filled out completely in order to be processed. (Read the Certificate
of Destruction Procedure)
____________________________________________________________________________
•
Fourth Step:
Where do I ship the RMA to be processed?
•
Products that have not been opened must go back to Genco
Returns for Credit (Friendly Returns - Sealed and Unopened products only)
Genco - Gefen (Warehouse)
Attn: RMA/RMA#
12471 East Riverside Drive
Eastvale, CA 91752
U.S.A.
OR
•
Products that have been opened or needs repair/replacement must go to LMI LLC.
Warranty Repair (Unfriendly Returns - Products that need repair or have been opened)
LMI LLC (Repair Center)
Attn: Gefen/RMA#
2547 3 Mile Road Ste A
Grand Rapids, MI 49534
U.S.A
20600 Nordhoff St. Chatsworth, CA 91311
Tel. 1 818 772 9100 Fax. 1 818 772 9120
* To check RMA status refer to http://www.gefen.com/kvm/orderStatus.jsp
20600 Nordhoff St. Chatsworth, CA 91311
Tel. 1 818 772 9100 Fax. 1 818 772 9120

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