RMA Handling

All new customers as well as existing customers who have purchased extended service contracts are entitled to next business day advanced replacement of parts depending on the level of service.

Once RAID has issued an RMA for a defective component, an email is sent out to the customer requiring acknowledgement of liability for returning the defective component.

A tracking number is then sent out by email informing the customer when the part will arrive. This is followed up by a phone call the next day to ensure the part did arrive. If there is any delay, RAID personnel immediately follow up with the carrier for immediate resolution as to when the customer will receive their part. This information is then conveyed to the customer by phone.