FAQ
      Back to home
      1. Ask Professor Rudy
      2. FAQ

      What is the RMA Process?

      This document outlines the high level RMA process.

      Return Material Authorization (RMA) Process

      Requesting an RMA

      To request an RMA by phone, call our service department (973)584-1558.

      • Normal Business Hours: if calling during normal business hours, Monday – Friday 8:30 AM EST to 5PM EST an RMA number will be provided.
      • Afterhours: if calling after normal business hours, a ticket will be created, and a customer service representative will contact you on the next business day.
      • Online Service Request Form: Visit our website and complete the service request form.

        

      1. Troubleshooting is performed by a factory trained and certified technician unless the issue is an obvious issue such as a broken display or the request is for a QCP calibration.
      2. An RMA number and form is provided via email for review and acknowledgement. The RMA form must be included with the instrument.

      Shipping the instrument for repair

      1. The instrument must be shipped to the factory in the Rudolph Research Analytical approved ship set consisting of the custom foam and box set to ensure the instrument is not damaged during shipping. If a ship set is not available, one can be provided at an additional cost. Rudolph Research Analytical is not responsible for any damage if a ship set is not used.
      2. Include the RMA form and power cord/supply when shipping the instrument.

      Factory Repair Process

      1. Once the instrument is received at the factory, a factory trained and certified technician performs an analysis.
      2. A repair quote will be provided for approval.
      3. Upon receipt of a PO or credit card payment, the technician will make the necessary repairs.
      4. Once the instrument is repaired, the instrument will undergo a thorough quality inspection.
      5. Once the instrument passes the quality control inspection, the instrument will be boxed and returned. If the instrument was not received in the original shipping set, Rudolph Research Analytical will return the instrument in a box set at an additional cost of the shipset.