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Joined: Nov 2007
Posts: 218
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OP
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Joined: Nov 2007
Posts: 218 |
We just installed an SBX IP 320 a couple of weeks ago and got a call yesterday from the customer. A brand new 4024 set was not working right, LED #4 would not light at all. Went there, confirmed and placed a phone from our repair stock, took the phone back. Found out that ALL advance replacements and even phones that need to be sent back to Aztec for repair under warranty now have to have an RMA issued by Vertical before Aztec will even look at the phone. Have made 2 calls so far, still waiting. Has anyone else run into this brilliant new system? Aztec can certainly tell by the SN# on the phone whether its in warranty? Why the extra step here?
phoneguy1
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Joined: Jan 2005
Posts: 15,381 Likes: 13
Moderator-Vertical, Vodavi, 1A2, Outside Wire
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Moderator-Vertical, Vodavi, 1A2, Outside Wire
Joined: Jan 2005
Posts: 15,381 Likes: 13 |
We have always just sent things in to Aztec and they fix them. I will admit that we have an STSe KSU that is being held in limbo because it is under warranty and Vertical has not authorized the repair yet.
Ed Vaughn, MBSWWYPBX
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Joined: Jan 2008
Posts: 3,821
Retired Moderator
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Retired Moderator
Joined: Jan 2008
Posts: 3,821 |
Advanced replacements have always needed an RMA which is on the paperwork that comes with the replacement. Normal warranty repairs are a different story, but RMAs are customary for most manufacturers don't you think?
www.myrandomviews "Old phone guys never die, they just get locked in some closet with an old phone system and forgotten about" Retired, taking photographs and hoping to fly one of my many kites.
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Joined: Nov 2007
Posts: 218
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Joined: Nov 2007
Posts: 218 |
Honestly derrick, I just had another 4024 fail, am waiting for someone at Vertical to call back so I can get an RMA to send these two phones, which are both 3 weeks old, up to Aztec so they can be repaired. The phones have SN's so Aztec can tell of they are in warranty. To have to go through this to get a phone, under warranty, repaired is ludicrous. I go back to 2002 with Vodavi and this is just another reason that dealing with Vertical is harder than it needs to be. Time to start looking around.
phoneguy1
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Joined: Mar 2009
Posts: 183
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Joined: Mar 2009
Posts: 183 |
You want advance replacement from Vertical, not Aztec. Vertical will send you the replacements & you return the bad stuff to Vertical. Vertical may require an invoice of when & where you purchased them. Beyond that they have done well with me. Now this was with an out of box failure. I would think your 2 weeks may fall in that group. Just my 2 cents worth.
David
Last edited by draynor; 01/30/14 01:01 AM.
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Joined: Nov 2004
Posts: 368
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Joined: Nov 2004
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Just be glad Aztec has been handling the paperwork from Vertical for you. They require alot on every repair not just advance replacement items.
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