RMA Policy of Protech
  • Definitions of DOA & RMA:
    • DOA (Defect on Arrival):
      • Defective product received by the customer within one month of shipping date from Protech.
      • All products that have gone through maintenance are not covered under the DOA policy.
    • RMA (Return Merchandise Authorization):
      • Defective product received by the customer after one month of the shipping date from Protech.
    • Protech warrantee policy is not applicable to products that are modified in any form by unauthorized personnel, misuse or abuse, or inappropriate handling and installation. Protech will not be held responsible for the above actions.
  • Warrantee Period
    • PPC and POS:13 months
    • BPC and SBC:24 months
    • Products and accessories not manufactured by Protech are under warrantee of their original manufacturer. The following table is the product warrantee matrix of non-Protech products.

      Parts
      Warrantee Period
      Maintenance Policy
      Within Warrantee
      Warrantee Expired
      CPU
      One Year
      Replace (w/ similar)
      Replace new with a fee
      DRAM
      One Year
      Replace/Maintenance
      Replace/Maintenance with a fee
      CD-ROM
      One Year
      Replace/Maintenance
      Replace/Maintenance with a fee
      DVD-ROM
      One Year
      Replace/Maintenance
      Replace/Maintenance with a fee
      CD-ROM (slim)
      One Year
      Replace/Maintenance
      Replace/Maintenance with a fee
      FDD
      One Year
      Replace/Maintenance
      Replace/Maintenance with a fee
      HDD
      One Year
      Replace/Maintenance
      Replace/Maintenance with a fee
      Power Supply
      One Year
      Replace/Maintenance
      Replace/Maintenance with a fee
      Keyboard
      One Year
      Replace/Maintenance
      Replace/Maintenance with a fee
      DOC(DOM)
      Three Years
      Replace/Maintenance
      Replace/Maintenance with a fee
      LCD Panel
      One Year
      Replace/Maintenance
      Replace/Maintenance with a fee
      Touch Screen
      One Year
      Replace/Maintenance
      Replace/Maintenance with a fee
      Inverter
      One Year
      Replace/Maintenance
      Replace/Maintenance with a fee
      Flash Disk
      Three Years
      Replace/Maintenance
      Replace/Maintenance with a fee

      For non-Protech manufactured products, return to original manufacturer for maintenance will generally take 3 to 4 weeks of processing.

    • During maintenance, should Protech discover that the product covered under warrantee is damaged from misuse, abuse, accidents, or inappropriate handling and installation, Protech will not be responsible for any of the product warrantees. If the customer requires the product to be maintained, Protech will require to collect a fee for the maintenance. If the customer does not wish the product be maintained, Protech will collect an inspection fee for the product.
    • Protech will return the good product along with the RMA report to the customer. The shipping fee will be paid by Protech.
  • Warrantee and Maintenance for Discontinued Products:
    • Protech will continue to provide two years of maintenance services after the product is discontinued.

Flow Process for DOA and RMA
  • DOA Flow Process:

      If the customer discovers the product to be DOA,

    • Download the DOA request form from the Protech website (www.protech.com.tw), and fill in the detailed  information for the faulty product. Return the included accessories along with the product to Protech and please list them on the form. Detailed information for the faulty product is required for the DOA handling process.
    • Fax or e-mail the DOA request form to Protech and the customer will receive a DOA number (e-mail address: RMA@protech.com.tw).
    • After the customer receives the DOA number, the faulty product must be sent to Protech within five days, and the DOA number must be legible on the box. Protech will pay for the shipping and handling.
    • Once the product has been received, Protech will check whether the returned product is identical to the one listed on the DOA request form. Protech will complete the product maintenance or replacement with the fees covered within five days. If Protech finds that the returned product is not defective, then Protech will submit an invoice to the customer to collect the shipping and inspection fees.
  • RMA Flow Process (within warrantee)

      If the customer finds the product to be within RMA warrantee period,

    • Download the RMA request form from the Protech website (www.protech.com.tw), and fill in the detailed information for the faulty product. Return the included accessories along with the product to Protech and please list them on the form. Detailed information for the faulty product is required for the RMA handling process.
    • Fax or e-mail the RMA request form to Protech and the customer will receive an RMA number (e-mail address: RMA@protech.com.tw).
    • After the customer receives the RMA number, the faulty product must be sent to Protech within seven working days, and the RMA number must be legible on the box. The customer will pay for the shipping fee.

      If Protech finds that the returned product is not defective, then Protech will submit an invoice to the customer to collect the shipping and inspection fees.

    • If Protech discovers that the product covered under warrantee is damaged from misuse, abuse, accidents, or inappropriate handling and installation, Protech will not be responsible for any of the product warrantees. If the customer requires the product be maintained, Protech will be required to collect a fee for the maintenance. If the customer does not wish the product to be maintained, Protech will collect an inspection fee for the product.

    • Maintenance Turn-around Time (TAT):
    • For SBC and BPC products manufactured within Protech factory, the TAT is as follows:
      1-10 pcs: Day received + 8 working days + shipping time
      11-30 pcs: Day received + 11 working days + shipping time
      30 up pcs: Day received + 15 working days or deadline from customer + shipping time

      For POS and PPC products manufactured within Protech factory, the TAT is as follows:
      1- 5 pcs: Day received + 7 working days + shipping time
      5-10 pce: Day received + 9 working days + shipping time
      10 up pcs: Day received + deadline from customer + shipping time

  • RMA Flow Process and Fees (expired warrantee):
    • RMA flow process for expired warrantee is the same as above.
    • Maintenance fee for expired warrantee.
    • SBC & BPC Maintenance Fees:

      • General inspection: USD$25
      • Inspection and replace small IC: USD$40
      • Inspection and replace large IC: USD$50 + material fees
      • NPF: USD$25

      PPC & POS Maintenance Fees:

      • Inspection: USD$50 + material fees
      • NPF: USD$45

      Protech will return the maintained product to the customer and the customer will cover the shipping fee.

    • Protech will provide the required fees for the maintenance upfront. If the customer agrees to the fees, then Protech will begin the maintenance.
    • The maintenance period will begin after the customer accepts the fees.

  • Warrantee for maintained products
    • Protech will provide an extra three months of warrantee for the maintained product, but this will be limited to the maintenance parts.
    • If the remaining warrantee period exceeds three months for the maintained product, Protech will provide warrantee up to the original warrantee period.
  • For providing better after-service to our customers, Protech offers online RMA & DOA forms to download. If there is any problem with purchased products, please fill up the form and fax it (+886-2-8751-1199) back to us. Our representative will contact you shortly.

Protech RMA/DOA Request Form