In case a justifiable claim in accordance with the general contract conditions (AVBs, warranty section) occurs, the following replacement process (RMA) has been implemented.
To inform genua about your claim, please contact us via your usual communication channels (email, phone), and disclose the type of data and information listed below:
- Serial number of your system, printed on the handles mounted at the front of the device, and/or on the label
- Error description, possibly with indication of affected parts
- Delivery address for delivery of replacement device
- Contact person with phone number and email, as a local contact for coordinating the pickup of the defective hardware with the hardware supplier
- Are the data carriers (hard disks) subject to confidentiality protection policies?
- Type and quantity of the currently installed network interface cards
genua will then verify if the warranty specified in the sales contracts is still valid.
Subsequently, our hardware supplier will be informed.
If an agreement for NBD (next business day) replacement delivery exists, the supplier will send a replacement device to be delivered on the next day (within the EU), provided that the customer has notified genua accordingly before 12 pm.
The customer is required to wrap the defective device in the original packing from the replacement device after replacing it. The supplier will get in touch after 1-2 weeks to organize the pickup.
Hardware based on type S and Si will be delivered with a return label enclosed. The customer then has to attach the label to the package and inform the carrier company indicated on it about the upcoming pickup (within two business days).
If the defect is limited to power supply units or hard disks accessible via external slot, only the affected component will be replaced.