Overview

This plan outlines the overall operational support process for ZOTAC hardware supported by Mbuzz, covering warranty validation, technical diagnosis, RMA coordination, replacement and return handling, SLA management, escalation, and case closure.

Purpose:

• To support RMA process for ZOTAC products under warranty.

RMA Process:

Once Customer Request is received for RMA verify the warrant and follow the below process:

• Collect product model, serial number, fault description, and customer contact details.

• Purchase invoice/proof of purchase
• Warranty Verification ( 3 Years warranty)
  
• Pictures of faulty and packed unit
  
• Arrange collection of faulty unit
  
• RMA validation and diagnosis
  
  

RMA Registration:

Record the vendor/RMA reference number.

Vendor Processing:

Defective Product Return

1. Record the vendor/RMA reference number.
   
2. Shipping the RMA unit to vendor upon vendors confirmation.
   
3. Track the unit with ZOTAC/vendor until repair, replacement.
   
4. Follow up regularly for status updates.
   

Return & Delivery:

• Once the repaired/replacement unit is received, verify the unit and serial number.
  

Arrange delivery to the customer.

• Share shipping details with customer and attach in ticket for record
  

Important: 

• Valid purchase invoice/proof of purchase3
  

• Product serial number
  

• Fault description
  

• Update the RMA status and attach relevant vendor documents
  

• If repair / Replacement shipped to customer provide AWB and tracking number

• Update resolution in ticket
• Close