Koyo Encoder Incorporated is hereinafter referred to as “Koyo”. Koyo is taking steps to make our RMA operations more efficient. Your cooperation is required to support our RMA process. Koyo is aggressively pursuing steps to strengthen our repair process and as Koyo continues to simplify operations, standardization will be critical to our success.
This letter is intended to alert you to these mandatory conditions and to provide you with copy of our process and requirements.
Requirements
All returns must have an Return Authorization number (which is hereinafter referred to as “RMA number”) issued for any product to be returned to Koyo. Our customer service team will issue an RMA number via phone, fax or e-mail. Koyo has the right to refuse any shipment at the customer’s expense if the product does not have the RMA number clearly marked on the outside of the shipping carton.
Condition:
Returned products must be shipped in protected containers and properly packaged to prevent any physical damage. Any transportation damage will be the responsibility of the sender. Products returned for repair must be in the same mechanical configuration as when shipped from the factory. They must be free of any customer installed mounting hardware.
Failure Analysis (FA) Fee:
If the Failure Analysis (which is hereinafter referred to as “FA”) conducted by Koyo determines the customer is at fault for the non-functional unit or determines product is non-repairable, the customer will incur a $25 charge for each encoder. If the customer would like the unit to be shipped back as-is without repair, Koyo will do so and the FA charges will apply. Freight will be at customer expense. Koyo will notify customer of the results of the FA. If no response is received within 5 business days the item will automatically be scrapped, and FA charges will be invoiced to the customer.
Status of RMA:
Should you require an update on the status of your returned product, please contact customer service via e-mail at sales@koyoencoder.com or call 847-252-7401.
Purchase order is required for all repairs:
If the unit is concluded by Koyo to be within warranty, charges may not apply – See below. If the unit is non-warranty the customer will be notified of the amount of the FA/repair charges. For any charges incurred on a FA or repair unit, Koyo will require payment to be made prior to shipping for customers who do not have credit terms with Koyo.
• Shipping – Customer shall prepay shipping charges for products returned to Koyo for warranty service and shall pay for return of products to customer (by Ground Transportation) and all shipping charges, duties and taxes for products returned by Koyo from international country.
• N.T.F (No Trouble Found) – If any product returned is determined No Trouble Found (which is hereinafter referred to as “NTF”) by Koyo, the customer may be assessed the returned freight and service charge on the product. Warranty units will be charged as identified under “Failure Analysis (FA) Fee”.
•Returns (without failure)
A 25% restocking fee will apply for STANDARD products returned for any other reason then failure. Customer must contact Koyo customer service to obtain an RMA number prior to returning the product. Product retuned must be in original condition (free of any modifications done by customer). Non-standard products will not be accepted for any credit.
FA charges will be incurred if NTF and no repair is needed. NTF situations can be non productive. Koyo encourages customers to trouble shoot machine malfunctions with their technician or with Koyo Technical Support before filing an RMA to return the product. Our experience has found that many times this will restore machine–down situations faster than waiting for a no-trouble-found (NTF) product to cycle through FA/repairs.
