What is an RMA?
This stands for Return Material Authorization and is the first step in a warranty claim.
How do I request an RMA?
Contact the dealer or distributor that you purchased the gate operator from and request the RMA from them.
Can I request the RMA directly through Nice | HySecurity?
No, we do not process RMAs directly. We only process through our dealer/distributor network.
What information do I need for my RMA?
You need the serial number of the gate operator unit, the part number of the defective item, and a description of the problem. Locate the serial number
What is a ticket number (AKA PID#)?
A ticket number is a reference to a Tech Support phone call. These are used as a reference for the RMA department to help locate the call made to us about the problem and to see what troubleshooting steps have already been taken.
Does Nice | HySecurity require a ticket to process an RMA?
No, the tech support tickets are not required to process an RMA. But they can be helpful in seeing if the problem was due to a defective part or some other issue. They can often find solutions to problems and help to streamline the process. Some distributors or dealers may require a ticket number to process an RMA. Please check with your distributor or dealer to see if they will require you to obtain one.
Does having a ticket mean my RMA will be approved?
No, ticket numbers do not automatically cause an RMA to be approved. Our RMA department will still have to evaluate the returned part to see if the defect is covered.
How should I mark my returned item to insure timely processing?
Clearly write the RMA# on the outside of the box or have it entered on the shipping label. For added identification also include a copy of the RMA request form or email from your distributor with the RMA# inside the box.
Are freight costs covered?
Outbound UPS Ground shipping is covered for shipping out replacement parts. The customer will be responsible for the freight to return the defective part to us. Nice | HySecurity does not provide UPS Return Labels.
Can the part be shipped directly to me?
Yes, we can drop ship the replacement part. Your Distributor will direct us to do this if you request it from them.