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RMA REQUEST FORM

The RMA procedure has to be done when a customer wants to send back a dispenser to Asset because a fault or a non-conformity was found.

RMA Request

Only Dealers/Distributors must follow this procedure.
End customers, for assistance, should contact the Distributors / Dealers from whom they purchased the product. ASSET does not handle the RMA procedure directly to the end customer.

RMA SERVICE
Download:

There are two different RMA forms:
RMA_dispensers: to use when the customer wants to ship a complete dispenser to repair
RMA_components: to use when the customer is sending back faulty components / parts to replace.


SENDING THE RMA REQUEST
The RMA request form has to be sent following this procedure:
• Fill in the RMA form paying attention to use the appropriate one (dispensers or components). Both forms are available to download on our web site www.assetitalia.it
To complete the form please read the following paragraph.
• Send the complete form, always in Excel format, to assistance@assetitalia.it
• Wait for Asset’s reply: a PDF copy will be sent to your mailbox. In this document RMA Number and RMA Date (date of issuance of the RMA) will be specified.
• Pack with due care the material to be send to Asset. For dispenser, whenever possible, the original packaging must be used. Display a printed copy of the PDF on the packaging of the goods.
• Ship the goods to “BRITA ITALIA MANUFACTURING S.R.L." – Via Carducci, 22, 21010 Arsago Seprio (Va)”
• Goods received by Asset without the RMA form (RMA not required or RMA form not displayed), will be refused and send back at customer’s charge.

INSTRUCTION TO FILL IN THE FORMS


There are two different RMA forms:
• RMA_dispensers: to use when the customer wants to ship a complete dispenser to repair
• RMA_components: to use when the customer is sending back faulty components / parts to replace.
It has to be used if the parts are either to repair a dispenser or to replace parts bought as spare parts.
Both forms have a common part that is related to the data of who is sending the RMA request:
• Applicant: who makes the request to Asset.
Please specify name, address, phone number, e-mail address and the name of the person since Asset’s technician may need to contact the relevant person in order to have information on the RMA request.
• Address: address where the goods have to be shipped after the technical intervention by Asset. Specify only if it is different from the Applicant.
• Possible short notes
The central part of the two forms is slightly different.

The RMA_dispensers form includes five lines, so it can be used for a maximum of 5 dispensers. For each line have to be indicated the following information:
• S/N (serial number): it is on the label placed on the back of the dispenser (see picture here below)
• Fault description: brief, but clear, description of the fault identified

The RMA_components form includes five lines. Each lines contain the following fields:
• S/N or Invoice Nr: if the component was installed in a dispenser, please specify the S/N. If has been purchased as spare part, please specify Nr. and Date of the purchasing invoice.
• Quantity: if it has to be indicated only one S/N, with a specific fault, the quantity has to be 1.
If there is the need to send more components (of the same type) with the same defect, it can be indicated a bigger quantity.
• Fault Description: here it has to be indicated the code and description of the component and the fault found (ex: “Sorgente model pump blocked”; or “Main board 354.C, temperature probe connection not working”)

IMPORTANT INFORMATION
• Shipping freight for sending the goods in Asset are at customer’s charge.
Shipping freight for sending back, the goods, from Asset to the customer are at Asset’s charge, if the goods are under warranty. On the contrary are at customer’s charge.
• The RMA request form has a 30 days validity. If the goods are not shipped to Asset within this time, the authorization is not valid anymore: customer must ask a new one.
• In case the dispenser sent is out of warranty, Asset will take care of contacting the customer in order to give a quote to repair it. If the quote is not accepted, Asset will charge the customer of the cost related to the fault check and, eventually, shipping.
• If the components sent back are not under warranty, those will be returned (not fixed) at customer’s charge.
• ASSET grants a 24 months warranty starting on the purchasing date of the dispensers or components.
In any case, the acknowledgment of warranty depends also on other conditions like for example:
- Use of the product like described in the instruction manual
- Shipment to Asset of the goods under RMA with an adequate packaging able to grant protection.
- ASSET reserves the right to evaluate the warranty conditions and to communicate to the customer when an article cannot be considered under warranty (dispensers or components).
• Dispensers without an S/N during the RMA request, or with missing rear label (see picture here below), will be considered out of warranty.


Serial Number
RMA ASSET

About ASSET

ASSET is a modern brand made in Italy specialized in the production of point of use (POU) water dispenser connected to the water mains.
With an installed base of over 120.000 dispensers across fifteen countries and three continents and a production capacity of over thirty thousand units, ASSET has become a global player in the water dispensers market that can cover all segments: domestic, office & Ho.re.ca