Reader & Gateway RMA Process – Customer Success Guide

Welcome to our Reader Return Material Authorization (RMA) Request Process Guide. This document provides comprehensive instructions for navigating the R&G RMA process.  

1. Troubleshooting Before Submitting an RMA Request

Before initiating an RMA request, please ensure you have attempted the following troubleshooting steps: 

1. Rebooting: Restart your device to resolve temporary issues.
2. Configuration: Verify that your device is correctly configured. Refer to Configuration Article.
3. Connectivity: Check all connections to ensure they are secure. See Connectivity Troubleshooting.
4. Security: Ensure that security settings are properly configured. For detailed guidance, refer to the Troubleshooting Reader Connectivity Issues, which also covers security practices
5. Hardware: Check for physical or environmental damage to the unit. It's important to note that physical damage to the reader is not covered under warranty. (Refer to section 2.1 and article: Product Warranty Options for more information). 
6. GPIO: Verify General Purpose Input/Output settings and connections.. Learn more at Connecting GPIO Devices to Speedway Readers and Connecting GPIO Devices to Impinj R700 Readers. 
7. Speedway Connect: Check the functionality of Speedway Connect Software

| If issues persist after basic troubleshooting, please proceed to submit an RMA request.

2. Submitting an RMA Request

If you have completed the basic troubleshooting steps above and the issue continues, please submit an RMA Request by following the steps outlined below.

2.1. Check Warranty 

Please verify that your product is within the warranty period by checking your purchase documentation or contacting our support team.  

• Standard Warranty: 1 year
• Extended Warranty Options: 1, 2, or 3 years
• Out of Warranty RMA: A product is considered out of warranty if:
  • The warranty period has expired without any applicable contract.
  • The product has been damaged or misused by the customer.

Learn More: Verify that your product is within the warranty period by checking your purchase documentation or contacting our support team. For additional details on product warranty options and a detailed overview, please refer to the article: Product Warranty Options.

2.2. Submit an RMA Request

2.3. Required Information When Submitting a Ticket

When submitting an RMA request via email, please provide the following required information: 

Personal Information
Contact Person Name
Contact Email Address
Reseller Company Name
Equipment Information
Serial Number (S/N) (Located on the side/bottom of the device. If multiple units, list all serial numbers.)
Reader/Gateway SKU (If available)
Host Name or Mac Address (If relevant)
Defect Information
1. What specific issue are you experiencing with the device? Please describe the defect in detail.
2. How many times has this issue occurred?
3. Have you tried replacing this device with another of the same model? (Yes/No)
4. Were there any lightning strikes or storms in the area when the device stopped working? (Yes/No)
4. Were there any lightning strikes or storms in the area when the device stopped working? (Yes/No)
5. Have you tried placing this device in the same environment as a functioning device of the same model?
6. If Power or Connectivity Issues:
a) Is the device powered by PoE or a power brick?
b) If PoE-powered, does the device show power or network connectivity issues? (Yes/No)
c) If brick-powered or using a PoE injector, are you using the power adapter/injector supplied by Impinj? (Yes/No)
d) If using a third-party power adapter, provide its make and model.
7. If Software/Firmware Issues:
a) What firmware version is installed on the device?
b) Are you using dynamic or static IP address settings?

2.4. Confirmation

Once your RMA request is submitted, the Impinj support ticket system will process an RMA confirmation. This confirmation includes your assigned RMA Ticket number. The product replacement process starts when Impinj determines the product is faulty and still under warranty.

| Response Time: Please allow up to 120 business hours (Monday to Friday) for the initial response.

3. Return and Shipment

The product return process begins when Impinj determines the product is faulty and still under warranty. If confirmed, Impinj will send the partner or distributor a new replacement product or issue a credit for replacement. At Impinj’s discretion, we may ask for the faulty product to be returned for verification before issuing a credit or sending a replacement product. 

3.1. Required Information When Submitting a Ticket

When Impinj requests the return of a faulty unit, RMA shipments can be sent via any reliable courier service (e.g., FedEx, UPS, DHL). Once the shipment has been sent, the tracking number must be provided through the support case for reference.

If requested, please return the defective device to the following address:

Impinj, Inc.  Attention: Quality Department  RMA [Case #]  400 Fairview Ave N., Suite 1200  Seattle, WA 98109  Phone: (206) 517-5300

 

3.2. Shipping

Re-fundable Costs:

• Customers are responsible for covering the shipping costs and then returning the unit for analysis. Provide the tracking number via your support ticket once shipped.
• If a unit is deemed Dead on Arrival (DOA), Impinj will cover shipping costs (a freight account number is provided).
• If the device qualifies for a warranty replacement, Impinj covers the shipping cost of the replacement device. 

Shipment Deadline: Ensure the return is shipped within 90 days of the RMA confirmation. Otherwise, the RMA ticket will be closed. 

Shipment Notification:

• Shipping notification will be provided as an "Impinj Shipment Notice" email from the Impinj Shipping team to the Partners Account Executive. The Impinj Shipment Notice will contain a commercial invoice, packing form/label, and information in the email regarding the associated RMA case number and shipment tracking number.
• Additionally, tracking information will be provided through the RMA support case, as it's possible that the support case contact is different from the account executive to whom shipping provides the email.

4. Return and Shipment

4.1. Faulty Product Review

All returned items undergo the following processes:

1. Inspection: Products are checked for defects and functionality. 
2. Testing: Returned or replaced parts undergo the same testing procedures as during initial manufacturing.

| Note: Products damaged or misused by the customer are handled under the out-of-warranty policy. (Refer to section 2.1 for more information and the article: Product Warranty Options.)

4.2. No Failure Found Policy 

Non-Defective Products: If no functional issues are found, replacement will be denied. Non defective product will be returned to customer. 

| Note: We do not offer repair services, and a replacement device will need to be purchased.

4.3. RMA Closure

An RMA will be closed under the following conditions:

• Non-Receipt: If the returned product is not received within 90 days of the assignment date. 
• Completion: If approved, after the replaced product is shipped back to the customer, the RMA will be closed, and the customer will be notified via the ticket system.
• Additional License: If applicable, please request a Speedway Connect license key upon confirmation of receiving a replacement. To receive the license, please provide the serial number of the replaced product.

4.4. Exceptions

 For exceptions or end-of-life products, it may be dealt with on a case-by-case basis.

 

For further assistance or questions regarding the RMA process, please contact our customer support team at support@impinj.com.

Thank you for choosing Impinj. We are committed to providing you with the best possible service.