OP 16 February, 2022 - 01:49 PM
So I need some help with this situation. How do I avoid RMA?
Dear ______,
There are two ways of handling a warranty repair of your Wacom product.
If you purchased from a third-party dealer, your contract is with them, so they would be your first port of call for a repair. Please check with your reseller what would be your best option. If you do get in touch with them, please mention that you have spoken to us to confirm that it is a hardware fault.
For the details of the warranty, you can refer to the manual in the Wacom Desktop Center, or you can find the warranty document in the Product Resources for your device: https://www.wacom.com/download.
Alternatively, you can send the device directly to the Wacom Repair Center in Germany. In this case, you will be responsible for the costs of shipping it to us. If you purchased it on the Wacom eStore, we will provide a shipping voucher.
If our repairs department determines that the fault is not covered by the warranty, repair and return shipping costs would also need to be covered by you. Should this be the case, we will inform you of the full costs before undertaking any work.
Testing and repair could take up to 5 business days, plus shipping time in both directions. In some circumstances we may decide to exchange your device for an equivalent refurbished unit so that we can get you a working device as quickly as possible, or for technical reasons. Your original warranty is unaffected by this.
Please let us know if you would like to handle it with us direct, in which case also confirm or supply the following information so that I can proceed with your repair request:
Your Full Name:
A contact telephone number in case of delivery queries:
Your return address:
The model number:
The serial number:
these are typically on the back of your device, prefixed by "Model:" and "S/N:" respectively.
Your Wacom eStore order number, or a proof of purchase from your dealer (copy, scan or photo of your receipt showing the dealer name and the date of the purchase):
A brief description of the issue:
Please attach photo/s, screenshot/s or a video if the issue is visible
Please attach the video to your reply or, if it's larger than your email will send (maximum 50MB), upload it to WeTransfer.com. Please enter your own email address into the "Email To" field as well as the "Your Email" field, and then paste the download link you receive into your reply to this email so that I receive it directly.
We will then send you an 'RMA number' (Return Merchandise Authorisation number) and full packing and return instructions. This RMA number must be written clearly on the packaging to allow us to quickly identify the contents. Please send your device within six weeks of receiving the RMA number so that it does not expire before we receive it. To avoid delays and for cross-checking, all parts and original accessories should be included.
We ship all items using UPS. So that you have additional delivery options when it is returned to you, we recommend that you create a free 'UPS MyChoice' account straight away (you have to confirm your address by post): https://www.ups.com/gb/en/services/track...hoice.page.
With kind regards,
_____
Wacom Customer Support Team
Dear ______,
There are two ways of handling a warranty repair of your Wacom product.
If you purchased from a third-party dealer, your contract is with them, so they would be your first port of call for a repair. Please check with your reseller what would be your best option. If you do get in touch with them, please mention that you have spoken to us to confirm that it is a hardware fault.
For the details of the warranty, you can refer to the manual in the Wacom Desktop Center, or you can find the warranty document in the Product Resources for your device: https://www.wacom.com/download.
Alternatively, you can send the device directly to the Wacom Repair Center in Germany. In this case, you will be responsible for the costs of shipping it to us. If you purchased it on the Wacom eStore, we will provide a shipping voucher.
If our repairs department determines that the fault is not covered by the warranty, repair and return shipping costs would also need to be covered by you. Should this be the case, we will inform you of the full costs before undertaking any work.
Testing and repair could take up to 5 business days, plus shipping time in both directions. In some circumstances we may decide to exchange your device for an equivalent refurbished unit so that we can get you a working device as quickly as possible, or for technical reasons. Your original warranty is unaffected by this.
Please let us know if you would like to handle it with us direct, in which case also confirm or supply the following information so that I can proceed with your repair request:
Your Full Name:
A contact telephone number in case of delivery queries:
Your return address:
The model number:
The serial number:
these are typically on the back of your device, prefixed by "Model:" and "S/N:" respectively.
Your Wacom eStore order number, or a proof of purchase from your dealer (copy, scan or photo of your receipt showing the dealer name and the date of the purchase):
A brief description of the issue:
Please attach photo/s, screenshot/s or a video if the issue is visible
Please attach the video to your reply or, if it's larger than your email will send (maximum 50MB), upload it to WeTransfer.com. Please enter your own email address into the "Email To" field as well as the "Your Email" field, and then paste the download link you receive into your reply to this email so that I receive it directly.
We will then send you an 'RMA number' (Return Merchandise Authorisation number) and full packing and return instructions. This RMA number must be written clearly on the packaging to allow us to quickly identify the contents. Please send your device within six weeks of receiving the RMA number so that it does not expire before we receive it. To avoid delays and for cross-checking, all parts and original accessories should be included.
We ship all items using UPS. So that you have additional delivery options when it is returned to you, we recommend that you create a free 'UPS MyChoice' account straight away (you have to confirm your address by post): https://www.ups.com/gb/en/services/track...hoice.page.
With kind regards,
_____
Wacom Customer Support Team