Troubleshooting Guide 117
© 2018 Nortek AS
5.4 Returning Instruments for Repair
When you do need to send something back to us, it is important that it is done correctly to avoid
delays or extra costs. Here is a quick guide:
Prior to returning any instruments to Nortek, you should get approval. Approval is given in the form
of a Return Material Authorization number (RMA-number), which identifies the system for customs
and for internal production control purposes. To get a RMA number, contact Nortek by e-mail.
You must complete a proforma invoice, include all the information requested and ensure that it is
correct. Make sure you include a copy of all shipping and export documents with the proforma
invoice inside the freight box. For an example: see Appendix B.
All RMA products must be carefully and securely packed to protect against shipping damage.
Return products in their original shipping containers if at all possible.
The return freight should be prepaid.
For customs purposes, we recommend that you clearly label the commercial invoice with
expressions such as "Return to the original manufacturer Nortek AS for warranty repair. Will be
returned to sender". Using the term "warranty" simplifies customs handling and can be used even
if the system is returned after the warrany period has expired.
Note that freight insurance on repairs is not covered by Nortek. You must make sure your goods
are properly insured before shipping to Nortek AS. We will not be held responsible if the
instrument is damaged or lost while being shipped to Nortek for repair. Similarly, Nortek will not be
held responsible for consequential damages as a result of instruments becoming damaged or lost
while being shipped to Nortek for repair.
Nortek will always insure instruments returned to a customer after service or repair. You will be
invoiced the cost of this insurance along with other charges relating to the repair and shipping
costs.
Clearly state where you want us to send the repaired system and what shipping method you
prefer. Nortek will pay for the return shipment if it is part of the a warranty repair. If it is not
covered, we will prepay the shipment and the transport insurance and then invoice you.
Lithium and Lithium Ion batteries are dangerous goods and are strictly prohibited to ship as
ordinary goods. Please do not include such batteries when returning an instrument. If they are
included you will not get them back because of rules regarding dangerous goods shipment.
We will confirm the receipt of the equipment and inform you of any chargeable cost associated
with repairs. Billing will be done at standard rates for repair and retest if the failure is due to
warranty violations or misuse.
If it not done correctly, this process can quickly turn ugly. If done correctly, it is normally quite
smooth.
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