MikroTik RMA warranty rules
MikroTik warrants all RouterBOARD series equipment for the term of twelve (12) months from the shipping date to be free of defects in materials and workmanship under normal use and service, except in case of damage caused by mechanical, electrical or other accidental or intended damages caused by improper use or due to wind, rain, fire or other acts of nature.
Before return failed units to MikroTik, register its to MikroTik RMA system. Info about it you can find in “Help” section.
MikroTik does not offer repairs for products that are not covered by warranty. Exceptions can be made for: CCR1009-7G-1C-1S+, CCR1009-7G-1C-1S+PC, CCR1009-7G-1C-PC, CCR1009-8G-1S, CCR1009-8G-1S-1S+, CCR1009-8G-1S-1S+PC, CCR1009-8G-1S-PC, CCR1016-12G, CCR1016-12S-1S+, CCR1036-12G-4S, CCR1036-12G-4S-EM, CCR1036-8G-2S+, CCR1036-8G-2S+EM, CCR1072-1G-8S+, RB1100AH, RB1100AHx2, RB800 as a paid service (fees apply).
Out-of-warranty devices and devices not covered by warranty sent to MikroTik will be returned to the sender at sender's cost. If the customer has not organized return of such rejected devices within 12 months from the day of arrival, MikroTik has the right to discard them.
'Send to MikroTik' tab shows devices that are not eligible for compensation and must be returned to Mikrotik for regular RMA repairs within 120 days. Each device will be visible in 'Send to MikroTik' section for max 120 days. If the device will not be returned to MikroTik within 60 days from entering this section you will receive a reminder via e-mail. If the device will not be returned to MikroTik within 120 days it will enter the 'Rejected' tab and you will lose the possibility to report it once again.
MikroTik may offer to its Clients a compensation system for certain RouterBOARD models by substituting failed units with new ones, up to 2% of the amount of products purchased by the Client during the last twelve (12) months which is also the warranty period, according to warranty terms. Sold amount will be counted starting from date listed in section “Items for compensation”.
All compensated units must be stored for 12 months, as MikroTik may request them back for inspection. If MikroTik will request units for inspection, but they will not be sent within one month after request, further compensation can be denied. After the 12 month period of compansated unit storage, it must be disposed of. If the compensated unit repeatedly comes into market, further compensation submissions can be denied.
Please make sure that you have correctly identified the problem and that the unit is indeed not working, because customer has to pay shipping charges and up to 50$ for testing of each unit, if there were no problems found.
IMPORTANT NOTICE! Before returning a RouterBOARD router, please ensure that:
1. The board has a valid license (you can use serial terminal to check that).
2. The problem is not related to software problems (reinstall the software with Netinstall without saving the configuration to the newest RouterOS version).
Products being returned must be shipped at your expense. If the repair is done under warranty, MikroTik will return the product to the customer at no charge. The RMA shipment number must be on the outside of the return package, and if you use MikroTik invoice - it must be included in the shipment otherwise if you use your own invoice - you need to include printed RMA shipment unit list in the shipment, or the package will be rejected and returned to customer. Contents of the package must match the information on the printed RMA shipment unit list, or the package will be returned as is. The customer will pay for the return shipping of products that are not covered by warranty.
Products to be returned should be properly packed to avoid damage during delivery. Such transport damages may cause false analysis results and/or lead to invalidation of warranty.
Please send the shipment to the RMA facility address (will be issued upon approval of your RMA form).
In case the RMA Department sends you an Original Invoice for approval, it should be approved within one month, otherwise the RMA shipment will be sent with the standard RMA Department created Invoice and added to your next regular order.
Routers returned for repair must be either unlocked from all passwords, or the full-access password must be provided.
If you have a broken RouterBOARD then please do not send back working power supply components (Power adapter, POE Power injector, POE Power supply or Power plug). This will save transportation costs for you.
Please inform us of any changes to your company information. E-mail: email@example.com.
|Item||Compensation program start|
|EU Power plug||2008-05-13|
|MTA Radome Kit(4 kit in box)||2014-09-29|
|MTA Radome Kit||2014-09-25|
MikroTik RMA system
- Log into your mikrotik.com account and go to the “RMA” section.
- Register your item under “Register”.
- Wait for confirmation from the MikroTik RMA center. If the RMA center will require additional information, it will be shown under “Pending”- “Waiting for corrections”. If the item is waiting for confirmation, it will be shown under “Pending”- “Submitted”. If the RMA center denied your item, it will be shown under “Pending”- “Rejected”.
- When the RMA center confirms your items, the compensation will be calculated.
- If the items can be compensated, they will be moved to the “Pending”- “Compensated items” section. In this menu, select the items again to submit for compensation.
- If the items can’t be compensated, they will be moved to the “Pending”- “Non-compensated items” section. In this menu, select the items again to submit for return to the RMA center.
- After you have sent the items to the RMA center, they are grouped by shipments in the “Sent” section. Please provide each shipment with an AWB number, date and print the invoice. The items will be shown here until they are received by the MikroTik RMA center.
- Current status of itemsin RMA center can be found in “Processing”.
- When the items are compensated or repaired and are sent back to you, they can be found in “Finished”.
- Information about RMA items can be found in “Search” section. It is also possible to search by the RMA shipment number.
- You will receive email notifications about changes in the submitted items.
The RMA system allows you to submit items for warranty repair if they have been directly purchased from MikroTik and if they are still under warranty terms, except for specific devices which can be repaired after warranty for a set fee.
- Log into your mikrotik.com account and go to the “RMA” section.
- Register your item under “Register”.
Items with serial numbers
For items with serial numbers use the section “Register”- “With serial number”. Enter or scan serial numbers in the specified form. If item conforms with MikroTik RMA requirements, it will be added to the list. The following types of items will not be added:
- not directly purchased from MikroTik
- already added or already are being processed
- previously rejected by MikroTik
After you have added all the items, you must indicate the problem and problem description for each of the items. The problem description cannot be shorter than 10 symbols. The most common problems can be selected from the list. Some of them already have predefined problem descriptions. After you have added problem titles and descriptions to all items, you can submit the list by pressing “Send”.
Items without serial numbers
For items without serial numbers use the section “Register”- “Without serial number”. In this section you will be able to select from the items that you have purchased and that are still under warranty. Choose problematic product. Select an invoice, write in amount, select problem and write in problem description.
Paid repair services
For some items MikroTik can offer paid repair services. This means that for a specific repair fee, MikroTik RMA center will repair the items even after the warranty period. When you register such items, you will be required to confirm them a second time.
For larger groups of items, it is possible to upload a CSV file with item serial number, problem and problem description seperated with comma or semicolon. See example.
After you have added all the items and submitted them for processing, you must wait for confirmation from the MikroTik RMA center. If the item is waiting for confirmation, it will be shown under “Pending”.
Usually the items are confirmed within a few business days. Before they are confirmed, items are listed in the section - “Submitted”. MikroTik RMA center has rights to ask for more detailed problem description, in this case the items will be moved to “Pending” “Waiting for corrections”. A note will be shown about what type of additional information is requested.
If the item or it’s description is unacceptable, the MikroTik RMA center has rights to reject it. Such items will be listed under “Pending”- “Rejected”.
If the requested information is not provided for the items in the “Pending” section for more than 20 days, the items will be automatically removed. If the items are still under warranty, they can be registered again.
The compensation program allows you to receive replacements for some of the most popular products, without having to return them to MikroTik immediately. More about compensation programm you can found in “RMA rules” section.
After the MikroTik RMA center confirms your RMA items, the system will check if they can be compensated. If so, they be moved to the “Pending”- “Compensated items” section. In this menu, select the items again to submit for compensation.
Items under “Compensated items” need to be confirmed once more, so that the Mikrotik RMA center knows the address where to ship the replacement items. Select the items and choose the shipping address, then click “Proceed for compensation”. The selected items will be moved to “Processing”- “Compensations” section.
It is only possible to use the “Proceed for compensation” option once in a determined time interval. The remaining time until next compensation date is visible under the submission button. It is also possible to remove submitted items using the delete button next to each item.
Shipping for repairs
Items that cannot be submitted for compensation will be shown under “Pending”- “Noncompensated items”. The items in this section must be shipped to the MikroTik RMA center, where they will be repaired and returned back to you. Select all of the items, which will be sent together in one shipment and choose the return address. When done, click “Create a shipment”, the selected items will be moved to the section “Sent”.
After the items have been shipped to the MikroTik RMA center, they will be grouped by shipments in the “Sent” section. Please provide the AWB number and date. It is also possible to print a prepared invoice for each shipment in this menu. The items will remain in this section until they are received in the MikroTik RMA center.
While the items are being compensated or repaired, they are shown in the section “Processing”. In this sectiona are two lists- “Compensations” and “Repairs”.
After the process is complete, they are moved to the “Finished” section. Here you can see the serial numbers and shipment information.
To find a specific device by serial number or shipment number, use the section “Search”. You will receive email notifications about changes in the submitted items.