Dialogic is launching a new web based
Global RMA request / tracking system. This will enable you
to directly request a return authorization and track the progress of your
items via the Internet.
You may submit a request for an RMA,
which may contain one or more products to be returned (for repair only). Once your request has been authorized, you will
be able to track the progress, from the receipt at Dialogic
through shipping the product(s) back to you. To assist
with this process, we are providing detailed instructions (below).
Submit RMA Request
- Visit the RMA request site (http://rma.dialogic.com) (see figure 1).
- Complete the
form fields in the upper section beginning with the Contact Email Address.
- Complete the
lower section of the form for the product you wish to return for repair
and then click the Add Product button.
The Serial Number, Part Number, and Reason for Return are all
required for this process.
- If a Serial
Number is recognized after it is typed in, the Part Number / Part
Description is automatically displayed.
- If a Part
Number is recognized after it is typed in, the Part Description is
automatically displayed; otherwise the Part Number / Part Description
both display “Unknown.”
- Optionally, you
may repeat Step 3 for any additional products to return on the same
RMA.A summary of the
products will be displayed (see Figure 2).
- Once both
sections of the form are completed, click the Submit button (at the
bottom of the form). A message of
success (or failure if required fields are missing) is displayed
and you will shortly receive a confirmation email of the RMA request
with a summary of the product(s) to be returned.
- Visit the RMA
Tracking page (http://rma.dialogic.com/tracking.aspx).
This URL will also be included in the
RMA authorization email.
- The RMA Tracking
page is displayed (see Figure 3). Enter
the RMA # you wish to track and the Contact Email Address associated with
the RMA and clicks the Search button.
- If the RMA # is
valid and the Contact Email Address is correct, the RMA information is
displayed (see Figure 4).
- Any products
that are part of the RMA that have reached the Shipped status will show a
Resolution Details hyperlink.
Clicking that hyperlink displays additional repair information as
is shown in Figure 5.