New! Hytera Return Material Authorization (RMA) Process

  1. Purpose

To provide customers of Hytera with a clear RMA process to follow when the products they bought from Hytera come with quality issues which can’t be fixed by them or by Hytera remote technical support (phone, email, video) but need to be returned to Hytera for repairing. 

  1. Scope

Overseas customers of Hytera; products of Hytera with quality issue

  1. Definition
Serial No Name Definition
001 RMA Abbreviation of Returned Mateiral Authorization

 

  1. Key Roles and Relevant Responsibility
Serial No Roles Responsibilities
001 Customer Responsible for filling in RMA form with accurate and sufficient information; Responsible for tracking shipment before returned goods arriving at Hytera HK.
002

Service

Manager

Responsible for verifying customer’s RMA application; Responsible for receiving returned goods appropriately.

 

  1. Activities Description
Serial No Activity Role Activity Description Input and Output Time
010 Customer apply for an RMA Customer Customer applies for an RMA by filling in an RMA form with accurate and sufficient information   Output: RMA form N/A
020 Verification Service Manager Verify the necessity and accuracy of the RMA request which is from customer

Input: RMA form

Output: Verification result

1 working day
030 Send approved RMA form back to customer Service Manager By positive verification, send the approved RMA form which is with Hytera GCSC official seal back to customer

Input: Verification result

Output: Approved RMA form which is with Hytera GCSC official seal

1 working day
040 Arrange shipment for malfunction goods to Hytera Customer Arrange shipment for malfunction goods to Hytera; Inform Hytera service manager of scanned shipping documents or tracking No. Input: Approved RMA form which is with Hytera GCSC official seal
Output: PL, CI, AWB
N/A
050 Follow the shipment before goods arriving at Hytera HK Customer Follow the shipment before goods arriving at Hytera HK, Inform service manager of estimated date of arrival to Hytera Input: AWB
Output: Estimated time of arrival of returned goods
N/A
060 Receive goods Service Manager Help customer to track shipment of returned goods, receive goods at Hytera HK in time, notify customer by email when goods received.

Input: PL, CI, AWB

Output: Goods received notice email

1 working day