Defective devices / Repairs

Process steps

1. Contact support using support@palisis.com

2. Perform device defect analysis with our support staff

3. Receive RMA (Return Material Authorization) sheet from your relationship manager

4. Send defective device together with the RMA sheet, support case number and an acurate shipping invoice to the service center

Process description

In case you have a defective device, please contact our support immediatly using our support e-mail address and highlight your ACC number, the device number (silver sticker) as well as a description of the defect. Our support staff will contact you immediately and perform several tests in order to confirm the defect. Once it is confirmed you will receive an RMA sheet from your responsible relationship manager and can send it back to the service center in Germany.

Postal address of authorized service center

CONCEPT International GmbH
Zweibrückenstr. 5-7
80331 München
Germany

Packaging instructions & Shipping documents

All returns to the service center must be properly packaged with materials provided. The support case number must be clearly marked on the outside of the box. Equipment returned with insufficient packaging will be invoiced at full value in the event of damage. And don't forget to enclose the RMA sheet!

The shipping invoice should clearly state: “Equipment is being returned for warranty repair at no charge.”
All returns to the service center
must be freight prepaid.


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