RMA Procedures (Return Merchandise Authorization)
Acromove Inc. products may be returned for repairs or hardware updates, while under warranty and for previously paid upgrades/retrofitting. Acromove Inc. products may not be returned for repair or hardware update, without prior written approval from the Technical Service Department of Acromove Inc. Please follow these instructions to ensure a smooth process with minimal delays.
Returns must be done within 30 days from date of issue of the RMA confirmation to avoid automatic cancellation of the request. All RMA confirmations are issued within 24 hours. A return address will be provided on the RMA confirmation. The returnee will be responsible for contacting the assigned carrier to schedule a pick-up.
The RMA number must be clearly marked on all packages. Failure to clearly mark all packages with the RMA number may result in additional charges. It is solely the responsibility of the returnee to package all parts so that they are not lost or damaged during the return shipping. The use of the provided packaging (SoftCase) that your product came with should be used any time the unit is transported.
Requirements to process:
According to your region the address will be typically either of the following two.
For North America, Canada, Mexico:
Acromove Inc.
801 San Fernando Road,
San Fernando
CA 91340, California
Attn: Steve Crouch, steve@acomove.com
For the Rest of the World (excluding India)
Acromove Europe s.m. P.C.
231 Mesogeion Ave, Neo Psychiko
Athens, Greece 15451
+30 210-674-6758
Attn: Artemios Achillopoulos, artemios@acromove.com
Preparing for Overseas Shipment
To expedite the repair process, it may be necessary to ship the damaged unit to our Service Center in Athens, Greece. It is faster to ship directly there instead of our Los Angeles office where we may have to ship anyway to Greece, depending on the problem (we will tell you if it should go to Los Angeles). For shipping overseas, there are some procedures that need to be followed to have the unit pass through Customs without unnecessary delays.
Erasing
Devices, prior to being shipped to the Supplier for either repairs, returns or upgrades, as defined in their respective paragraphs/Exhibits, shall have all possible personal/corporate data, that are unrelated to the function of the devices, erased according to the Special Publication 800-88 Revision1,Guidelines for Media Sanitization, as defined by the National Institute for Standards and Technology (NIST). Adequate and successful erasing of all possible sensitive personal/corporate data, is the client’s sole responsibility.
Acromove is not liable of any leaks of personal/corporate data that might happen due to client’s insufficient methods of data sanitization.
Packaging
Shipping Company Documents
Shipping Lithium-Ion Batteries
Disk Drive Returns
Disk drives will have their own Warranty repair/replace policies that vary by manufacturer. If a drive fails during the Warranty period, we will replace it immediately upon receiving a report through our Service Portal or by email, shipping and insurance at our expense. Damaged units must be returned to Acromove Inc. (at Client expense) within one week to receive credit. If the damaged unit is not returned the client will be billed at current prices for the replacement.
Other Warranty and Service Agreement Policies
Unless otherwise agreed to, our Warranties assume that the Client will ship and insure warranty repairs at their expense to one of our offices. Acromove Inc. will ship and insure returns at our expense. Note if there are failures that are not covered from our Warranty Policy that extend above the 50% of the total cost of the repairs within Warranty the return shipment will be at the expense of the Client.
Spare units
For major contracts, Acromove Inc. offers extended/expanded warranties that may include spare units to ensure continuous operation in case of product failure. Our liability can only extend to the number of spare units that are part of the agreement. If more products fail than where provided, Acromove Inc. will work as quickly as possible to repair or replace the damaged units but we cannot be held responsible for any business continuity disruptions as a result.
Spare units are a property of Acromove Inc. It is prohibited the use in production of Spare units without the prior written permission of Acromove Inc. Permission can be granted only in the grounds of an RMA issuance under a warranty contract, or a service contract, or the warranty period and this is possible only for a specific period of time or until the RMA unit returns repaired and resume service. Upon termination, for any reason, of such contract or warranty period the Spare devices shall be returned within 15 days of such termination to Acromove Inc. at the expense of the Client.