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Protech Systems is an ODM manufacturer specialized in Point-Of-Service hardware solutions.

RMA Policy of Protech

RMA Policy of Protech

  • Definitions of DOA & RMA:
    • DOA (Defect on Arrival):
      • Defective product received by the customer within one month of shipping date from Protech.
      • All products that have gone through maintenance are not covered under the DOA policy.
    • RMA (Return Merchandise Authorization):
      • Defective product received by the customer within one month of shipping date from Protech.
      • All products that have gone through maintenance are not covered under the DOA policy.
    • Protech warrantee policy is not applicable to products that are modified in any form by unauthorized personnel, misuse or abuse, or inappropriate handling and installation. Protech will not be held responsible for the above actions.
  • Warrantee Period
    • PPC and POS:13 months
    • BPC and SBC:24 months.

      Products and accessories not manufactured by Protech are under warrantee of their original manufacturer. The following table is the product warrantee matrix of non-Protech products.

    • During maintenance, should Protech discover that the product covered under warrantee is damaged from misuse, abuse, accidents, or inappropriate handling and installation, Protech will not be responsible for any of the product warrantees. If the customer requires the product to be maintained, Protech will require to collect a fee for the maintenance.

      If the customer does not wish the product be maintained, Protech will collect an inspection fee for the product.

    • Protech will return the good product along with the RMA report to the customer. The shipping fee will be paid by Protech.
Parts Warrantee Period Maintenance Policy Maintenance Policy
    Within Warrantee Warrantee Expired
CPU One Year Replace (w/ similar) Replace new with a fee
DRAM One Year Replace/Maintenance Replace/Maintenance with a fee
CD-ROM One Year Replace/Maintenance Replace/Maintenance with a fee
DVD-ROM One Year Replace/Maintenance Replace/Maintenance with a fee
CD-ROM (slim) One Year Replace/Maintenance Replace/Maintenance with a fee
FDD One Year Replace/Maintenance Replace/Maintenance with a fee
HDD One Year Replace/Maintenance Replace/Maintenance with a fee
HDD One Year Replace/Maintenance Replace/Maintenance with a fee
Power Supply One Year Replace/Maintenance Replace/Maintenance with a fee
Keyboard One Year Replace/Maintenance Replace/Maintenance with a fee
DOC(DOM) Three Years Replace/Maintenance Replace/Maintenance with a fee
LCD Panel One Year Replace/Maintenance Replace/Maintenance with a fee
Touch Screen One Year Replace/Maintenance Replace/Maintenance with a fee
Inverter One Year Replace/Maintenance Replace/Maintenance with a fee
Flash Disk Three Years Replace/Maintenance Replace/Maintenance with a fee

For non-Protech manufactured products, return to original manufacturer for maintenance will generally take 3 to 4 weeks of processing.

  • Warrantee and Maintenance for Discontinued Products:
    • Protech will continue to provide two years of maintenance services after the product is discontinued.

Flow Process for DOA and RMA

    • DOA Flow Process:

      If the customer discovers the product to be DOA,

        DoA request Form, and fill in the detailed information for the faulty product. Return the included accessories along with the product to Protech and please list them on the form. Detailed information for the faulty product is required for the DOA handling process.
      • Fax or e-mail the DOA request form to Protech and the customer will receive a DOA number

        (e-mail address: RMA@protech.com.tw).

      • After the customer receives the RMA number, the faulty product must be sent to Protech within seven working days, and the RMA number must be legible on the box. The customer will pay for the shipping fee.

        If Protech finds that the returned product is not defective, then Protech will submit an invoice to the customer to collect the shipping and inspection fees.

      • If Protech discovers that the product covered under warrantee is damaged from misuse, abuse, accidents, or inappropriate handling and installation, Protech will not be responsible for any of the product warrantees. If the customer requires the product be maintained, Protech will be required to collect a fee for the maintenance.

        If the customer does not wish the product to be maintained, Protech will collect an inspection fee for the product.

    • RMA Flow Process (within warrantee)

      If the customer finds the product to be within RMA warrantee period,

        RMA request Form, and fill in the detailed information for the faulty product. Return the included accessories along with the product to Protech and please list them on the form. Detailed information for the faulty product is required for the RMA handling process.
      • Fax or e-mail the RMA request form to Protech and the customer will receive an RMA number

        (e-mail address: RMA@protech.com.tw).

      • After the customer receives the RMA number, the faulty product must be sent to Protech within seven working days, and the RMA number must be legible on the box. The customer will pay for the shipping fee.

        If Protech finds that the returned product is not defective, then Protech will submit an invoice to the customer to collect the shipping and inspection fees.

      • If Protech discovers that the product covered under warrantee is damaged from misuse, abuse, accidents, or inappropriate handling and installation, Protech will not be responsible for any of the product warrantees. If the customer requires the product be maintained, Protech will be required to collect a fee for the maintenance.

        If the customer does not wish the product to be maintained, Protech will collect an inspection fee for the product.

      • Maintenance Turn-around Time (TAT):

        For SBC and BPC products manufactured within Protech factory, the TAT is as follows:
        1-10 pcs: Day received + 8 working days + shipping time
        11-30 pcs: Day received + 11 working days + shipping time
        30 up pcs: Day received + 15 working days or deadline from customer + shipping time

        For POS and PPC products manufactured within Protech factory, the TAT is as follows:
        1- 5 pcs: Day received + 7 working days + shipping time
        5-10 pce: Day received + 9 working days + shipping time
        10 up pcs: Day received + deadline from customer + shipping time

    • RMA Flow Process and Fees (expired warrantee):
      • RMA flow process for expired warrantee is the same as above.
      • Maintenance fee for expired warrantee.

        SBC & BPC Maintenance Fees:

        • Inspection: USD$50 + material fees
        • NPF: USD$45

        Protech will return the maintained product to the customer and the customer will cover the shipping fee.

      • Protech will provide the required fees for the maintenance upfront. If the customer agrees to the fees, then Protech will begin the maintenance.

        The maintenance period will begin after the customer accepts the fees.

    • Warrantee for maintained products
      • Protech will provide an extra three months of warrantee for the maintained product, but this will be limited to the maintenance parts.
      • If the remaining warrantee period exceeds three months for the maintained product, Protech will provide warrantee up to the original warrantee period.

For providing better after-service to our customers, Protech offers online RMA & DOA forms to download. If there is any problem with purchased products, please fill up the form and fax it (+886-2-8751-1199) back to us. Our representative will contact you shortly.

Protech RMA/DOA Request Form

Online_RMA_DOA_Form