Submit an RMA Form for a Pioneer Terminal

Objectives

1. Submit an RMA form for a Pioneer terminal.

Prerequisites

1. Serial number of the terminal.
2. Customer's shipping address.
3. Detailed description of the problem with the terminal.

Instructions

Submit a RMA

1. Go to http://www.pioneersolution.com
2. Select Resources
3. Select Technical Support (RMA) 
4. Fill Out all Required Fields (see below)
5. Click Submit

Complete RMA Form

Customer Info

Fill in the Customer Information section with FullCount's information and your contact info. Fax is required this can be filled in with N/A

Shipping Address 

Select "Other Address" and fill in with the customer information who needs the new terminal. (This would be the client who you are submitting the RMA on behalf of) In the "Account Number" fill in N/A

Part Number

This is the ScanSource part number for this terminal. Try to find the invoice from when the terminal was originally purchased. If you know the configuration of the terminal (printer, magnetic stripe card reader, fingerprinter reader, etc.) - Most often this is MDG-AC4X0F-75

Serial Number

Fill this in with the serial number of the terminal.

Problem Description

Fill this in with a short description of the problem the customer is having with the terminal. Optionally, include a brief summary of the troubleshooting steps taken to determine that the problem is caused by hardware. If a summary is not included in RMA form itself, it should be included it in the body of the email that you send to Pioneer. Otherwise, Pioneer may ask for more information, additional troubleshooting steps, etc. before they will issue an RMA number.

Receive RMA Number

You will receive an RMA number from Pioneer once the RMA has been processed. Once you have received this information, the warranty repair is ready to be processed and documented.

1. Log RMA number, serial number, and a short description of the problem under the Pioneer POS organization and community organization in Tracker.
2. If the repair is an advanced replacement warranty
1. Request tracking information from Pioneer and send to customer so they know what the new machine will arrive. Explain to the customer that they will need to return their broken terminal to Pionner in the box that the new machine arrives in. A return shipping label should be included with the new machine.
2. Request serial number of the terminal being shipped from Pioneer.
3. Send serial number of the machine, along with the name of the community, to Susan so that it can be added to the database for quick set-up.
4. Once you have received confirmation from Susan that it is in the database, set up any applicable default usernames and passwords via the back office. Optionally, update the notes for the existing serial number to indicate that it was sent in for repair and what date it was sent in.
3. If the repair is standard warranty
1. Contact customer with shipping information and RMA number to send machine in for warranty repair. Optionally, you can also create a shipping label and send it to the customer. Advise the customer to use the box the machine was initially sent in, if possible. If not, they should have it packaged at their local shipping company (UPS, FedEx, etc.) to ensure it will ship properly.

Out of Warranty Repair

If a client would like to send in their terminal for out of warranty repair, they may do so through this same RMA portal and steps above. Once the RMA is approved, FullCount will receive an RMA number from Pioneer Support that the client will need to ship in the terminal for repair. The client is responsible for all shipping costs and repair costs through Pioneer. They will be contacted to make appropriate payments by Pioneer.