The cornerstone of CyberDyne's business has been built on establishing a legacy
of quality and service down the years. What has been paramount to our continued
success is the after sales service & support we provide our valued customers. It
is imperative that all product supplied by CyberDyne provides years of trouble free
operation. In the event that a product develops a fault, rapid after sales service
is always available. This function is handled by our RMA department.
What is RMA an acronym for ?
Return Material Authorization. This refers to an internationally
accepted standard in the Information Technology industry pertaining to the return
of product for service. Any product that requires return for service first needs
to be authorized – this is handled through the issue of an RMA number.
What procedure do I need to follow should I
require service on a product supplied by CyberDyne ?
You will need to first obtain a valid RMA number from CyberDyne
prior to the return of any product for service. The fastest way currently to obtain
an RMA number would be to send an email to rma@cyberdyne.co.za
which must contain your unique customer code, together with a product code or description,
as well as a brief description of the product fault. Our RMA department will then
process your emailed request through our SAP ERP system and issue you an RMA number,
together with the necessary supporting documentation in PDF format. Once you have
been issued with the RMA number, the product may then be returned to CyberDyne for
service. Alternatively you may return the product directly to the RMA service counter
at CyberDyne premises during standard operating hours and apply for an RMA number
in-house.
Are you able to issue an RMA number via this
Web site ?
Currently not, however in due course CyberDyne will deploy
an RMA portal into this Web site and any RMA requests may then be processed online.
Why must I first obtain an RMA number prior
to product return ?
The issue of an RMA number prior to a product return ensures
that (a) the return is fully trackable for both parties; (b) a record of the intended
return is created in our SAP ERP system and (c) the return has been authorized by
CyberDyne.
Do you accept back product for service without
an RMA number ?
No product is accepted back for service without a valid
RMA number. A 'valid' RMA number is one that has not yet expired. Should product
be returned for service without a valid RMA number it will be returned to the customer
at the customers sole expense.
How long does it take for you to issue an RMA
number ?
RMA numbers are issued within three (3) hours of receipt
of an RMA request received during standard operating hours (8:30am to 17:00pm, Monday
thru Friday - excluding weekends & public holidays). RMA requests received outside
of these hours are processed the next business day within three (3) hours of the
resumption of trading. Should we not be able to issue an RMA number for whatever
reason, you will still receive the necessary feedback from CyberDyne within this
three (3) hour period.
Do you authorize every product return by default
?
Our RMA department is only able to authorize a product
return once the required information has been received from the customer. Should
all the required information not be furnished by the customer, we will be unable
to issue an RMA number.
How long does an RMA number remain valid for
?
RMA numbers issued by CyberDyne remain valid for a period
of thirty (30) calendar days from date of RMA issue. Once a return has been authorized,
you will have a 'window' of thirty (30) calendar days in which to return the product
for service. Once the RMA number has expired, should you still wish to return the
product, you will need to re-apply for a new RMA number. Product returned using
an expired RMA number will not be accepted back.
Is an RMA number a guarantee that product will
be serviced under warranty at no charge ?
The issue of an RMA number authorizes the return of a product
for service - it does not imply that the resulting service will be rendered at zero
charge. Every product returned under RMA is first inspected upon receipt. Provided
that the warranty has not been voided and the product is still within warranty,
service is rendered at no additional charge. Product returned for which the warranty
has been voided or has expired is subject to a service fee at prevailing rates.
Do you ever reject any RMA requests ?
It is not CyberDyne policy to deny service to any of our
customers, however each and every RMA request is processed on an ad-hoc basis. Keeping
this in mind, there are certain cases when our RMA department may not issue an RMA
number and this would be for a valid reason such as the customer attempting to return
a product not originally supplied by CyberDyne or for a product that has been physically
damaged or abused.
May any customer apply for an RMA number should
a product require service ?
An RMA number is only issued to customers who have purchased
product directly from CyberDyne and have supporting documentation (usually a Tax
Invoice / Delivery Note)to prove that the purchase was made from CyberDyne. By default
our Dealer customers may apply for an RMA number in the event that they need to
return a product for service, while an end user will need to return the product
to the original place of purchase. If for example you purchased a CyberDyne product
from a retail outlet, you will need to return the product to this outlet for service.
They in turn will apply for an RMA number from CyberDyne and will handle the product
return on your behalf.
How long are your product warranties ?
The warranty on product supplied by CyberDyne varies in
length depending entirely on the respective manufacturer's warranty duration. Price
guides issued by CyberDyne contain these warranty durations under each product section.
Do you repair or exchange defective product
returned under warranty ?
By default we endeavour to exchange product returned under
warranty on a one-for-one swap basis which would involve the issue of a brand new
replacement upon receipt of the defective product. There are however cases where
product will be returned to the original manufacturer for repair / further evaluation,
or we will issue a Credit Note in lieu of processing a swap out. In accordance with
our standard Terms & Conditions, CyberDyne reserves the right to rectify the product
fault at its sole discretion. The processing of any warranty claim is handled on
an ad-hoc basis.
What does the product warranty cover ?
Product warranties cover defects in material and/or workmanship
for the duration of the respective manufacturer's warranty. Defects resulting through
the abuse or misuse of the product or 'Acts of GOD' such as Lightning Strikes are
not covered by the warranty. Product that has been defaced , written on or had labels/stickers
tampered with or removed will immediately invalidate the warranty. Product returned
for service is first inspected to ensure that it is free from any physical or user
induced damage prior to rendering warranty support.
Is your warranty policy Return To Base (RTB)
or Fetch & Return ?
By default all product warranties are Return To Base (RTB).
This means that the customer is liable for all costs associated with the return
of the product to the premises of CyberDyne for service. A Fetch & Return service
is offered by CyberDyne, however the costs of collecting product and returning a
replacement are billable. In the event however that CyberDyne is making a delivery
to your premises of an existing order, we will collect and return RMA to our premises
at no additional cost for service, provided that (a) on the day of delivery you
have already been issued with an RMA number and (b) delivery of the order is being
made via a CyberDyne vehicle, and not a 3rd party courier. Any costs of return of
the serviced item are billable, unless the item is being collected from our premises,
or returned with an order - in this case no return shipping costs are billed.
Do you offer an On-Site warranty ?
As an importer and wholesale distributor of component &
accessory products, the very nature of our business precludes us from providing
On-Site warranty support. This function is provided by many of our dealer customers
who provide this service as a value-add to end user customers. For CyberDyne to
provide this service we would then be in direct competition with the very customers
we are supplying product to.
Once I have obtained an RMA number, how should
product be packaged for return ?
All product returned under RMA for service must be shipped
in protective packaging to prevent any transport induced damage. This is especially
important for highly sensitive items such as Hard Disk Drives. Physical damage is
never covered by the product warranty and to ensure continued warranty protection
these handling procedures need to be adhered to. If you are unsure of how to prepare
a product kindly contact our RMA department for advice.
What format should a product be returned in
?
One of the conditions of an RMA issue is that the product
is returned in the original format supplied. All product supplied by CyberDyne is
in component format. This means that if a component has been integrated into a complete
system after supply by CyberDyne, only the component is to be returned for service.
Should an entire system be returned, CyberDyne will levy a fee to cover the labour
costs associated with the stripping and subsequent replacement of the failed component.
To avoid incurring this charge it is imperative that only the component is returned
- not the entire system.
How long does it take to exchange a product
returned under warranty ?
CyberDyne strives to provide one of the most rapid after
sales service in the industry. Provided that swap stock is available, defective
product is exchanged within approximately five (5) minutes of confirmation that
the product is defective. Under normal circumstances the vast majority of product
supplied by CyberDyne can be tested within five (5) to ten (10) minutes of return.
Based on this, the total turnaround time from receipt of a defective item, to the
issue of a replacement would be approximately fifteen (15) minutes. Depending however
on the type of product returned, as well as the nature of the fault, CyberDyne reserves
the right to book the item in for testing first - prior to exchanging the product.
Under these circumstances the maximum turn-around period would be seventy-two (72)
hours.
How long does it take to repair a product returned
under warranty ?
Should a product need to be returned to the respective
manufacturer for repair, the estimated turnaround time would be two (2) to three
(3) months. Should CyberDyne need to send a product back to the manufacturer for
repair, we would arrange a loan product for the duration of the repair - this to
ensure that you would not suffer any downtime.
When would you tender a Credit for a product
returned under warranty ?
Credit is only issued for a product returned under warranty
when we are unable to either repair or replace the product for whatever reason.
Do you pass a full Credit for a product returned
under warranty ?
In accordance with our standard Terms & Conditions the
issue of any Credit note is at the sole discretion of CyberDyne. Should we agree
to issue a Credit note in lieu of either repairing or exchanging the product, the
Credit issued will be based on the current market related value of the product -
not the original price paid. Current market related values for product will be determined
by the respective manufacturer - not CyberDyne.
Do I receive a new warranty should a product
be exchanged one-for-one ?
In accordance with global warranty policy, any product
exchanged under warranty will carry the balance of the original warranty or ninety
(90) days whichever is the greater of the two.
When does a warranty commence ?
All warranties commence on the actual date of Tax Invoice
pertaining to the supplied product.