IRIS Digital Video Systems

APPLICATIONS

PRODUCTS

HISTORY

CONTACT US

SUPPORT

About IRIS

Home

RMA Guidelines

Listed below are the Guidelines for IRIS dealers to follow when requesting a Return Material Authorization (RMA), for a repair and/or upgrade.  An end-user can call in for technical support and receive an RMA number only if it is established that they no longer have a working relationship with an IRIS dealer.  All repair work done by IRIS is warranted for 90 days after the return ship date.

Obtaining an RMA Number

Shipping Guidelines

Shipping Damage

Repair Quotes

Additional Information

1. A dealer can call IRIS technical support when help is needed – 1.888.451.4646.
2. The on-site technician must work with IRIS technical support over the phone to ascertain the problem and to try and remedy the situation.
3. If there is no remedy, the on-site technician can ask for a RMA number to be issued so that the system can be returned to IRIS for repair or upgrade.  No RMA will be issued without the serial number and a Purchase Order (PO) number.
4. IRIS may, at our discretion (with agreement from the dealer), send out parts and/or software to effect repairs on site.  If this “Advanced Replacement” action is requested, the dealer will be billed for all non-warranty repairs.  All parts (replaced parts or unused good parts) must be returned in ten business days, or the dealer will be invoiced for the non-returned replacement parts also.
5. IRIS will make every effort to have the system repairs completed and returned in ten business days.  This repair time will be extended, for example, if: the hard drive must be scanned for image recovery; multiple problems arise in the system after the repairs have started; there are delays in obtaining parts; or if intermittent problems are difficult to reproduce during testing.
6. Delays will also be caused by dealers or customers if there are: delays in authorizing a written quote; delays in finding a valid password; not issuing the PO before the system is sent in for repair; customer installed software is suspected to be interfering with IRIS operation; etc.
7. All status and billing inquires about the repairs are to be accompanied by the RMA number.

1. The RMA number should be clearly written on the outside of the box, on the packing slip, and on the copy of the Purchase Order.  Ship the system to:

IRIS Digital Video Systems

Attn: RMA #

10750 Forest Lane

Dallas, TX 75243

2. The dealer will ship to IRIS the RMA system at their expense.  IRIS will return the repaired item via the same shipping method as it is sent to us (i.e. ground or second day).
3. Any items shipped to IRIS should be insured for the full value of the items sent by the sender.  Any IRIS DVS or TotalVision systems should be insured for a minimum of $5000.  This insures the system will be hand-sorted and tracked as a High Value Item, if shipped via UPS.
4. All items must be properly packaged for shipment.  If inadequate packing materials are used and the system sustains shock damage, the sender will be billed for all approved repairs, as most shippers will not pay claims for damaged systems that are improperly packed.
5. Packing peanuts are not an acceptable packing material as they allow systems to shift inside the box, and therefore, should not be used.
6. IRIS will ship the RMA back to the dealer in the same box that it was received.  If the packing box and/or materials are substandard, IRIS will, at our discretion, replace the box and packing materials and add $25 to the invoice. 
7. IRIS covers the return ground shipping expense if the system is under warranty.  If there is an upgrade in the return shipping method, the difference will be invoiced.
8. The TotalVisionTS screens are very sensitive and should be protected in shipping.  Place a soft layer of padding or bubble wrap over the screen, and then cover that with cardboard.  Do not set anything on top of the screen.
9. No keyboards, mice, cords, keys, MUXs, dual video splitter cables, nor power cables need to be returned with a system for repair, unless these items are suspected to be part of the problem.
10. All items sent to IRIS must be itemized on a packing list.  After the repairs are completed, only the items on the customer’s packing list will be verifiable for the return shipment.  IRIS will make every attempt to keep track of loose items sent in with a system, but IRIS cannot be held responsible for returning loose items sent that are not listed on a packing list.
11. If an email address is sent in with the PO, IRIS will input the recipient’s email address so that the shipping software will email the dealer information regarding shipping, exceptions, and delivery.

1. If any shipping damage is detected or suspected, the sender will be notified by IRIS immediately upon discovery by email and/or phone call.
2. It is the responsibility of the sender to call the shipping carrier and initiate the filing of a claim.
3. IRIS will help document the damage, take digital photos, save the original packing materials, and issue an estimate of repairs, for your damage claim. 
4. Any shipping damage that is not repaired by IRIS will void the remaining warranty on the damaged subsystem.  Any undamaged subsystems will retain the remaining warranty.
5. Any delay in repairs due to the shippers holding the system, or interruptions with the repair process, is not the responsibility of IRIS.  IRIS is to be held harmless for these delays.
6. If any shipping damage occurs on the return shipment to the dealer, IRIS should be notified immediately upon discovery by email and/or phone call.  The recipient agrees to help document the damage, retain the packing materials, and will follow the specified procedures (as directed by IRIS), to advance the claim process as quickly as possible, in order to get a working system back to the dealer.

1. If requested in writing on the PO, IRIS will provide a quote to the dealer/customer before the repair or upgrades are performed, but a diagnostic fee will be incurred; see “Additional Information” number four in the section below.
2. Quotes will be provided by email, and must be approved in writing (via email or fax) before work will begin.  All options quoted must also be approved or declined in writing.

3. Any quote provided by IRIS includes any and all repairs to the best judgment of the repair engineer at the time of the quote.  This does not include any additional repairs that can only be found after the initial repair process has started. 
4. Any amendments or additions to the quote will be sent to the dealer in writing before starting the additional repairs, and all repair charges will be invoiced to the original purchase order. 
5. When a quote is amended, the dealer has three business days to notify IRIS to hold for additional approval, or to refuse the new repair charges. 
6. If the additional repairs are refused, IRIS will invoice the dealer for all approved repairs that were completed, and return the system with no warranties on the repairs and with no consideration as to the functioning status of the system.

1. All RMAs sent to IRIS must have a PO issued by the dealer.  The following information should be included: RMA number, PO number, Company Information, Contact Information (including phone number and email), return ship-to address, and Job or Bank/Branch Location name.
2. All passwords should be noted and sent in with the system.  If there are any passwords that can not be determined, IRIS will call to get the password.  If any passwords cannot be supplied by the dealer or customer, IRIS will reset the necessary password(s), make a note on the return packing slip, and invoice a $25 charge.
3. The return packing slip will also note the repairs done, software updates, items returned, and a Job or Bank/Branch Location name (if provided on the original PO).  All associated charges will be itemized and invoiced against the PO and mailed separately.
4. IRIS will invoice the return shipping charges and a minimum of one hour labor, at our discretion, for any of the following (but not limited to) examples: system evaluation and testing; shipping damage evaluation but not repaired; a repair quote is refused after evaluation; configuration errors or conflicts input by the dealer; or if there is no trouble found.