DOA and RMA Procedures
Product: Flyer Toaster LightWave
Platforms: ALL
Problem: A NewTek product has failed, and needs repair.
All NewTek products are serviced only by NewTek. There are no authorized service centers, and dealers do not repair our products.
The dealer should be the first resort in the event of a problem with your product, however. The dealer can determine if your NewTek product has failed, or if the problem is with the host system. The dealer can also arrange for RMA or DOA service when these are needed. The dealer is familiar with proper assembly and configuration of the NewTek product and host system, and will often have test and calibration equipment that the end user does not have. If a NewTek product must be removed from a system, shipped for repair, and then re-installed upon return, the dealership will most likely have a safer environment to accomplish this work on delicate, static-shock sensitive equipment, than will the end user. In addition, many dealers can provide rental or loaner equipment during the time the end user's equipment is down.
NewTek has a training program to certify dealers on our products. We train them not only in how to demonstrate and operate our products, but how to install, calibrate, test, and troubleshoot our products. We recommend that those who are interested in purchasing our products contact our Customer Service Department (800-847-6111 in the USA, 913-228-8000 worldwide) for referral to the NewTek authorized dealer nearest them.
DOA Procedure:
If a NewTek product is found to be defective on delivery, or fails within ten days of the date of purchase, the end user must return the product, complete with all packaging and enclosed materials (manuals, etc.), to the vendor from which the product was purchased. The vendor will handle DOA arrangements for the product, and may choose to exchange the product for the customer from stock, if available.
RMA Procedure:
If a NewTek product fails later than ten days after the initial purchase, NewTek's standard Return Materials Authorization procedure must be used. The end user can refer to the dealer and have the dealer handle the arrangements with NewTek, or the end user can contact NewTek Technical Support (913-228-8282) directly.
If you contact NewTek directly, you will need to have the serial number of your product, and the date of purchase information. You should be at your system when you call, so that if the technician has tests for you to do or possible solutions for you to try, you can perform them. If the technician determines that the NewTek product has indeed failed, then the technician will ask for your shipping address, for payment information if the product is out of warranty or if you wish expedited return shipping, or wish to take advantage of one of our special programs (see below). The technician will issue an RMA number, and give you the instructions on shipping the item for repair.
Warranty Notes for Video Toasters and Flyers:
Warranty is one year from date of purchase. See standard terms in the manual.
For products in warranty, the customer is responsible for any costs in shipping the product to NewTek. The product, if faulty, will be repaired and shipped back to the customer by UPS Ground at no charge. For expedited return shipping, the customer can provide a shipping number with a carrier, or use a credit card to pay expedited shipping.
Turnaround time will depend on the Repair Department's workload.
If the Toaster or Flyer is not defective, then a surcharge will apply. For Toasters, the surcharge is US$57.50, and for Flyers the surcharge is US$82.50.
Warranty Notes for LightWave Hardware Keys:
Warranty is one year from date of purchase.
For products in warranty, the customer is responsible for any costs in shipping the product to NewTek. The product will be repaired or replaced and shipped back to the customer at the same priority by which the customer shipped the product to NewTek. Turnaround time will be 24 hours in-house.
Repair Costs for Out-of-Warranty Products:
Video Toaster: Bench fee US$50, plus parts, plus US$7.50 handling fee.
Flyer: Bench fee US$75/hr, one hour minimum, plus parts, plus US$7.50 handling fee.
LightWave Hardware Key: US$50.
Whether in or out of warranty, if a unit sent in for repair is found by the repair department not to be defective, a surcharge based on the bench fee plus handling will be levied. For Toasters, the surcharge is US$57.50, and for Flyers the surcharge is US$82.50.
Prices subject to change without notice.
Payment Methods:
NewTek accepts VISA, MasterCard, American Express, company checks, and Government and educational Purchase Orders. Personal Checks not accepted. Payment must be received before items will be repaired and/or returned.
Special Repair Programs:
Flat-Rate Rental for Toasters and Flyers:
The Repair Department has a stock of Toasters and Flyers available for flat-rate rental to customers who have boards in for Repair. If you advise the technician that you are interested in the Rental Program, the technician can refer you to the Repair Coordinator, who can provide you with the details of the program and make arrangements for your rental.
The rental cost is US$150 for either a Toaster card or a Flyer card. The user must provide credit card security for the rental board, however. Security for a Toaster is US$1800; for a Flyer, US$3245. The rental board must be returned to NewTek within ten working days after the repaired board has been returned to the customer; if the rental has not been returned, then the security charge will be levied on the customer's credit card. The customer is responsible for the cost of the return shipping for the rental board.
Offer is limited to available stock, prices and conditions subject to change without notice.
LightWave Hardware Key Exchange:
Customers can elect for cross-ship exchange of a failed hardware key, if they wish faster service than the 24-hour turnaround. The customer must be able to provide US$1500 security by credit card.
During warranty, the standard cross-ship policy is that the user who can provide security will be shipped a replacement by two-day air. For a US$25 expedite fee, if the customer calls before 1:00 PM US Central time, we can cross-ship that day by next-day air. After 1:00 PM, we would ship expedited orders on the following day, by next-day air.
After warranty, cross-ship costs the US$50 repair fee plus the US$25 expedite fee, and is handled as described in the preceding paragraph's section on expedite cross-ship; we do not offer cross-ship for just the standard repair fee.
In all instances, NewTek must receive the failed hardware key within 10 working days, or the security charge will be levied against the customer's credit card.
Policy, prices and conditions subject to change without notice.
Repair Warranty:
Products which are repaired in warranty continue under full warranty for the stated warranty period, which is one year from the date of purchase. During the last calendar quarter of the warranty term, if the board fails and must be repaired, the terms for repair warranty would apply to any repairs made to the unit and would extend beyond the expiration of full warranty. See next paragraph for details.
Repairs to out-of-warranty products are warranted for 90 days from the date of return to the customer. Warranty applies only to the specific repairs made by NewTek, including any parts or sub-assemblies replaced. Repaired boards are not warranted against any failures in components or sub-assemblies which were not repaired or replaced by NewTek during the repair process.
NewTek reserves the right, in or out of warranty, to either repair or replace, at its sole discretion, in part or in whole, any DOA or RMA item, with new or with remanufactured parts.
Checking the Status of Items in Repair:
The Technical Support Department issues RMAs, but cannot provide estimates of repair time or check the status of an item that the customer has sent to Repair. The customer must contact the Repair Coordinator for this information.
In the USA, call 800-843-8934, worldwide call 913-228-8000.