5 1.1 Introduction (1)NUUO Return Material Authorization (called “RMA” throughout this document) is an automated returns management and repair tracking system that lets our RMA partner providing superior after-service experiences to customers when encountering product issues. This document will separate into 5 chapters. Begin with an introduction at the first chapter, giving an overall concept of NUUO RMA. Then, we will move on to 3 different stages of RMA process at chapter 2-4, which are Certification, Repairing SOP and Defective Parts Swap. Some rules and SOP flows will be stated in these chapters to make the service go smoothly. Finally, there are some details and terms that RMA partner may need to know in the last chapter.
6 1.1 Introduction (2)NUUO RMA Program aims to let our RMA partner manage returns and repairs, and provides the framework for:Improved customer satisfaction.Early identification of product defects.Simple and fast repair tracking.Auto-testing tool.Easy-set-up verification environment.Increased inventory accuracy.
7 1.2 RMA Program Policy Applicable Products NVRSolo Series:NS-1040, NS-1080, NS-8060New serial number:
8 1.3 RMA Program StructureThe program is mainly consisted by three parts, “Certification”, “Repairing SOP” and “Defective Parts Swap.” We will explain these three parts in details in later chapters.CertificationRepairing SOPDefective Parts SwapOrder RMA Tool KitOnline ExamAuto-test ProgramReplace ComponentRMA Online PlatformShip to CustomerShip to NUUORMA Request FormNew serial number:
9 1.4 Definition (1)RMA unit shall mean any NVRSolo unit that may be defective but not yet classified as a defective unit on which any initial tests are yet to be performed by RMA partner to confirm defectiveness.Defective unit shall mean NVRSolo unit which after initial tests performed by the RMA partner is confirmed defective.NTF unit(Not Trouble Found Unit) shall mean any NVRSolo unit which after initial tests performed by RMA partner is not found any trouble and fail to reproduce the issue that customer reported.
10 1.4 Definition (2)Unrepairable unit shall mean any NVRSolo unit which after initial tests performed by the RMA partner is found unable to be fixed by RMA partners.CID unit shall mean if any defect in the products or part were caused by misuse, neglect, accident, abuse, improper repair, alteration or modification by the customer.Refurbished unit shall mean a defective unit which after repair its function is equal to that of a new unit.Fully function unit shall include NTF unit and refurbished unit.
11 1.4 Definition (3) OOW unit shall mean unit which is out of warranty. IW unit shall mean unit which is in warranty.Handling time shall mean the time-frames RMA partner to perform services.
13 2.1 IntroductionThe purpose of the certification program is to provide a valid and reliable program for entry-level practitioners to recognize their repairing knowledge and professional expertise. The certification program includes test environment setting up, validation of an advanced practice, and evaluation of practitioners’ skills. Anticipant, who 1) has purchased RMA tool kit, and 2) has passed the NUUO online exam, will officially be NUUO’s certificated RMA partner.
14 2.2 RMA Tool Kit Price: 1,000 USD Content: Virtual camera server CD Auto-test programSOP documentReplacement SOP videosDongleTest firmwareSpare parts included:Two pieces of NS-1040 mainboardOne pieces of NS-1040 front board(USB board)One pieces of NS-1040 power board
15 2.3 Additional Spare Parts Price List MainboardFront Board(USB Board)Power BoardSmart FanHDD FanNS-1040 NS-1080$180 USD$5 USDN/ANS-8060$220 USD$30 USD$10 USD* per/pcs
16 2.4 Online Exam (1)Anticipant may need to inform the region sales about attending the RMA program exam with NUUO Education Service username. Then NUUO will give this user authority to access the exam.(Figure Log in NUUO Education Service)
17 2.4 Online Exam (2)Anticipant needs to get 100 points to pass the exam in 3 attempts.(Figure RMA Partner exam)
19 3.1 IntroductionAfter getting certificated, RMA partners are authorized to proceed the process of repairing which will be explained step by step in the “repairing SOP document” and ”replacement SOP video.” Nevertheless, NUUO devoted to create a clear RMA Operating Procedure and RMA Online Platform helping partners to diagnose and correct the customer's problem and tracking the RMA record with the product. In this chapter, RMA partner can easily find out what should be done from receiving RMA units until returning back to the customers.
20 3.2 RMA Operating Procedure Chart Before RepairingRepair ProcessCID/ UnrepairableReturnStartAppearancecheckingFailCID/unrepairable unitRMA partnerreceivesRMA unitInform customerextra chargePassRun auto-testingprogramPassNoTake photoCheck warranty(RMA online platform*)FailGo currentRMAprocessConfirmdefectiveAre theyIW units?Repairing SOPPackingNoDefectivepartsswapping*Informcustomerextra chargeRefurbished unitShip outYes,Yes,FailAuto testing programNoNTF unitsEndTake photosPassEndObtain RMA number(Online RMA platform*)※ Click on the steps with “*” for more information
21 3.3 RMA Operating Procedure – Before Repairing RMA partner shall check RMA unit’s warranty status on RMA Online platform as unit arrival.If the unit is out of warranty, RMA partner shall inform the customer that there might be extra fee for the service.RMA partner is suggested to take photos of RMA unit when its arrival and before shipping out in case of any controversy.
22 3.3 RMA Operating Procedure – Repair Process RMA partner shall run auto-test program which is provided in RMA tool kit.RMA partner shall follow the repairing SOP document and replacement SOP videos to repair the defective unit.After repairing, RMA partner shall go RMA Online platform to update the repairing details and obtain RMA number for spare parts swapping.All units should pass the auto-test program before shipping out from RMA partner.The handling time shall be 5 labor days(excluding delivery), starting from the day RMA partner receiving RMA units to shipping out fully functional unit/ not trouble found unit/ unrepairable unit.
23 3.3 RMA Operating Procedure – CID/Unrepairable If any defect in the products or part were caused by misuse, neglect, accident, abuse, improper repair, alteration or modification by the customer, or any act in violation of the original selling conditions of the product by manufacturer, the product is considered to be a Customer Induced Damage Unit (CID). It should go current NUUO RMA service process, and since the warranty has been voided by the customer's actions, the service will be charged.Defects which are not caused by mainboard, front board, power board, HDD fan or smart fan should be defined as an unrepairable unit, it should go current NUUO RMA service process.
24 3.3 RMA Operating Procedure – Return The handling time will be 5 labor days(excluding delivery), starting from the day RMA partner receiving RMA units to shipping out fully functional unit/ not trouble found unit/ unrepairable unit.RMA partner is suggested to take photos of RMA units before shipping out in case of any controversy.If the refurbished unit / NTF unit / unrepairable unit is damaged or lost by the courier, it is the RMA partner's responsibility to make a compensation claim to the courier. The full price of the unit shall be undertaken by RMA partner.
25 3.4 RMA Online Platform (1)RMA Online Platform:Username and password are the same as NUUO eHelpdesk.If you have any questions about your account, please contact your region sales for more information.(Figure RMA Online Platform login page)Back to 3.1RMA operating procedure chart
26 3.4 RMA Online Platform (2) (Figure 3.4.2 Query NUUO S/N) * NUUO S/N sticker is on the back of the machine. Please noted that it requires to fill out the complete S/N to query. The format of S/N should be like “NS-8060-AY ”
27 3.4 RMA Online Platform (3) (Figure 3.4.3 Update RMA Details) * RMA partner may need to fill out this form after repairing a RMA unit. All fields are required. After submitting this form, RMA partner will obtain an official RMA number for further use.Click on “yes” and fill out the new mainboard S/N, if the mainboard has been replaced.RMA partner may need to attach 2 reports which are auto-generated by auto-testing program. One is the failure report to prove its defect, and another one is to show the unit is well-functioning after repairing.
30 3.4 RMA Online Platform (6)(Figure RMA Request has been approved)
31 3.4 RMA Online Platform (7) (Figure 3.4.7 Approved RMA request form) * RMA partner may need to print out this form and send it back to NUUO along with the defective part within 2 months to swap a new one.
32 Chapter 4. Defective Parts Swap 4.1 Introduction4.2 Defective Parts Swap Flow4.3 Defective Parts Swap Rules
33 4.1 IntroductionAfter repairing and sending back a refurbished unit to RMA partner’s customer, RMA partner may need to swap defective components for new ones in order to get prepared for the next RMA case. In this chapter, RMA partner may find out how to do a swap and the related right that RMA partner may concern.
35 4.3 Defective Parts Swap Rules RMA partner may collect a number of defective mainboard/USB board/power board/Fan/front board, and ship to NUUO once within 2 months after the first RMA case issued.RMA online platform will record all RMA cases status. RMA partner may find the details about issued date on the RMA request form as well.RMA partner should attach the complete RMA request forms, which has been approved online on RMA online platform, along with the defective parts shipping to NUUO.NUUO has the right to charge OOW unit cost if the defective parts without RMA request from attached or overtime when the package arrives NUUO.NUUO shall send back well-functioning spare parts within 14 days after receiving defective parts and the RMA request forms.
37 RMA Policy Details (1)RMA partner shall purchase the RMA tool kit for setting up test environment.RMA partner shall pass the training program exam online.RMA partner is suggested to take photos of RMA unit when its arrival and before shipping out in case of any controversy.RMA partner shall run auto-test program provided by NUUO and follow the repairing SOP document to repair the defective unit.RMA partner shall go RMA Online platform to update repairing details and fill out RMA request form properly to obtain RMA number.
38 RMA Policy Details (2)The handling time shall be 5 labor days(excluding delivery), starting from the day RMA partner receiving RMA units to shipping out fully functional unit/ not trouble found unit/ unrepairable unit.All units should pass the auto-test program before shipping out from RMA partner.RMA partner may collect a number of defective mainboard/front board/power board/fan, and ship to NUUO once within 2 months after the first RMA case issued.RMA partner should attach the complete RMA request form which has been approved online, with correct details along with the defective part shipped to NUUO.
39 RMA Policy Details (3)If the refurbished unit / NTF unit / unrepairable unit is damaged or lost by the courier, it is the RMA partner's responsibility to make a compensation claim to the courier. The full price of the unit shall be undertaken by RMA partner.NUUO has the right to charge OOW unit cost if the defective parts without RMA request from attached or overtime when the package arrives NUUO.Defects which are not caused by mainboard, front board, power board, HDD fan or smart fan should be defined as an unrepairable unit. It should go current NUUO RMA service process.
40 RMA Policy- Details (4)If the defective unit is out of warranty, RMA partner should quote to customer not higher than follows:NUUO shall charge RMA partner for OOW unit as follows:MainboardFront Board(USB Board)Power BoardSmart FanHDD FanNS-1040 NS-1080$200 USD$25USDN/ANS-8060$240 USD$50USD$30USD$10 USD* per/pcsMainboardFront Board(USB Board)Power BoardSmart FanHDD FanNS-1040 NS-1080$180 USD$5 USDN/ANS-8060$220 USD$30 USD$10 USD* per/pcs
41 RMA Policy- Details (5)NUUO will not provide warranty service for spare parts such as mainboard, USB board, power board, fan and front board.NUUO shall review the failure rate quarterly. Once the failure rate is abnormal, NUUO has the right to terminate the partnership immediately.