RMA Needed

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  • Question
  • Updated 12 months ago
My 6700 bit the dust yesterday with the "FPGA fan speed error". I know it has to be returned to Flex for repair. I am leaving first thing Monday morning on a trip and will not be back until next weekend so I really would like to ship this early tomorrow morning. So my reason for the post is if there is anyone at Flex that sees this I was hoping and RMA can be expedited. If I get stuck in a long queue I will probably not get it in time. Ticket #20078.

Thanks,
Harry
W0LS
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Harry Williams

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Posted 12 months ago

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Tim - W4TME, Customer Experience Manager

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Harry,

The procedure is to open a HelpDesk ticket, allow for one of our tech support engineers to respond to the ticket (the same business day) and triage the problem first.  Then they will issue an RMA if needed.  Shipping in a radio without an RMA being issued first will delay the repair process.

In cases like this, we recommend cleaning the fans first.  This can prevent costly "non-repair" service and prevent the operator from being without their radio for a period of time.
https://helpdesk.flexradio.com/hc/en-us/articles/115001282823-How-to-properly-clean-the-FLEX-6000-Co...

Sorry, we do not work on weekends (we need our family time off to ensure a proper work/life balance).
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Harry Williams

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Hey Tim...I understand you do not work on weekends. My only point to the post was maybe someone from Flex would see the post and if they spotted mine maybe they could point it out on Monday to someone to expedite the process. I am well aware of the fan issue and the procedures for cleaning which I did. I guess I should have mentioned it when I opened the ticket. I was leaving first thing Monday morning on a trip, which I said, and needed to get the radio sent off. If it was not for the fact I was going out of town I would not have bothered with the post. Hope you understand. Oh and BTW you advertise your support hours start at 7:30AM on Monday through Friday. I called just after 7:30AM and was greeted by the "after hours" anouncement to almost 8:30AM. 

Harry
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Tim - W4TME, Customer Experience Manager

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I'm not sure where you saw the support hours listed as early as 7:30 am.

Our website indicates that business hours are 8:30a to 5:30p
http://www.flexradio.com/about-us/contact-us/
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Harry Williams

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I think it was the after hours voice message that stated that....
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Tim - W4TME, Customer Experience Manager

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Thank you.  I'll look into that.