RMA SOP

Standard Operating Procedure

1.            
The purpose is to show how a Return Authorization is processed.

1. Used to apply credit on defective units.
2. Used to apply credit on defective accessories.
3. Used to apply credit for Sales Accommodations.
4. Used to apply Partial Credit for units outside of the regular return policy.
5. Used to apply credit when parts are unavailable.

2.            
Who can approve Return Authorizations for defective equipment/accessories.

1. Fujitsu Service Managers.
2. Service department technicians.
3. SE’s
4. RSM’s
5. TSA’s
6. Rep’s
7. RSS’s

3(A).   
How to determine if a unit meets the criteria for being eligible to receive credit for the defective unit/accessory.

1. Unit was troubleshot by a licensed HVAC technician with FGAI technical support.
2. All necessary attempts were made to fix the unit.
   • Technical support must be called in an attempt to fix the unit through troubleshooting.
   • Recommended part replacements must be done.
3. TSA / Rep or RSS goes out for a job site visit to assist with troubleshooting further.
4. Unit is deemed to be unfixable with any further action.
5. DOA Policy
   • All Product must be inspected, at time of sale, for physical damage before leaving the distributors branch
   • Elite contractors 90 days from date of install.
   • Non-Elite contractors 30 days from date of install.

d.     PLEASE NOTE THAT PHYSICAL DAMAGE DOES NOT CONSTITUTE A D.O.A

• CLAIMS FOR PHYSICAL DAMAGE MUST BE MADE AS SOON AS POSSIBLE AND PHOTOS MUST ACCOMPANY CLAIM.
• Any outdoor unit installed over one (1) year old can only be considered for Partial Credit Accommodation.
• Any indoor unit installed over one (1) year old can only be considered for Partial Credit Accommodation.

3(A).    How to determine if a unit meets the criteria for being eligible to receive credit

 due to a suspected Part Unavailability.                                                                                              

1. An email from [e-mail] or any Fujitsu Parts employee stating the ETA of the part in question.
2. The part must be an unreasonable amount of time out. Anything more than fifteen (15) days is deemed unreasonable.

1.            
What are the different ways to get a Return Authorization started.

1. Technical support technician (FGAI) has deemed the unit unrepairable.
   • Technician (FGAI) writes up an approval on the Zendesk ticket and sends it to the Return Authorization department.
2. The TSA goes to the job site with the contractor and deems the unit unrepairable. OR a three-way video call using Airstage Visual Pro with a FGAI Technician.
   • TSA/Distributor will go on to FGAI Ticketing platform and create a ticket (if one is not already created) stating what he/she did on the job site visit and why he/she is deeming the unit as unrepairable with all troubleshooting findings (including all readings). Pictures/videos must be included.
   • Only one (1) system per ticket when requesting RMA (cannot have more than one outdoor on the ticket).
   • After a ticket has been created, Return Authorizations must be listed (on the left side of the ticket in the Followers tag) as a follower for review.
   • TSA must supply distributor address and serial number of the replacement unit.
   • IF NO REPLACEMENT SERIAL NUMBER IS PROVIDED, NO RMA CAN BE PROCESSED.
3. A distributor goes on to FGAI’s ticketing platform and creates a RMA Request for a defective unit or accessory.
   • Copy of invoice from Distributor to contractor must accompany request when claiming accessories.
   • If unit is not registered, FGAI must be supplied with a copy of invoice from Distributor to contractor in where the serial number of the unit is stated on invoice.
4. Sales team may email Return Authorization requests to [e-mail].

2.            
What goes into doing a Return Authorization.

1. Serial number is run in ticketing platform/Legacy Portal to determine if the system is registered, date of install, distributor who sold system.
2. Model and serial number get entered into the form.
3. Date of install and date of failure.

1. Whether the unit is to be Field Scrapped or Returned to FGAI for QC inspection (AFS; QCR).
2. Who approved the return of the unit.
3. What problem(s) is the unit having.
4. SO number is entered from the invoice of when the unit was purchased from FGAI.
5. What distributor and branch the credit for the RA is going to (Address of the specific branch we will be crediting).
6. ERP search of distributor to receive credit.
7. Partial Credit pricing will be determined pricing the compressor and control board of the failed unit being claimed (distributor pricing) towards the purchase of a new (original model) unit as long as the unit is still under warranty and installed over one (1) year.
8. If parts are deemed unavailable, the order number ordering the part needed, along with the part information will be verified.
9. If the part was verified unavailable by the parts department or the order has been deemed an unreasonable amount of time before the part would be received by contractor.
10. ERP search for distributor.

2.            
What policies to follow to get a Return Authorization approved.

1. Return policies on Equipment and Accessories.
2. DOA Policy.
   • For defective units under 30 days old, 90 for Elite contractors.
   • A service ticket must be filled out and troubleshooting with a TSA, Rep, or a FGAI technician was performed and a ticket number has been provided.
3. Outdoor units to be returned IF REQUESTED:
   • Must have a compressor failure or a leak on the system within the first year of installation. PLEASE NOTE THAT IF A LEAK IS SUSPECTED / DETERMINED, A VIDEO OF THE LEAK MUST BE SUBMITTED OR UPLOADED TO FGAI TICKETING PLATFORM. IF NOISE IS WHAT IS BEING CLAIMED, A VIDEO OF THE NOISE MUST BE UPLOADED TO THE TICKET                                                          No unit should be

returned to FGAI until it is requested and scheduled with our Traffic Department.

1. Indoor units to be returned IF REQUESTED:
   • Must have a leak on the unit within the first year of installation. PLEASE NOTE THAT IF A LEAK IS SUSPECTED / DETERMINED, A VIDEO OF THE LEAK MUST BE SUBMITTED OR UPLOADED TO FGAI TICKETING PLATFORM. No

unit should be returned to FGAI until it is requested and scheduled with our Traffic Department

1. Accessories must be within the 90 days of installation. If proof of date of installation cannot be supplied, we will use the purchase date as the installation date and if it is past the 90 days of allowed warranty, NO RMA CAN BE ISSUED.
2. Any defective units (DOES NOT INCLUDE ACCESSORIES) over these time frames can receive a Partial Credit towards a new unit if eligible.
   • The credit will be determined by distributor cost of compressor and control board if Compressor and Parts warranty are still in effect. If only Compressor warranty is in effect, only compressor credit cost will be given.

• Customer is responsible for the remaining cost after the Partial Credit is applied.
• When a noise is the main concern / complaint, please make sure to submit a video with the noise. Stating “Noise” on the RMA form or ticket will not be considered enough information.
• If a part is unavailable after receiving confirmation, via email, from the parts department

business days) for the part to be delivered to contractor / technician, we must supply a  new unit with the credit representing the replacement cost.

DEFINITIONS:

1. RA / RMA – Return Authorization / Return Merchandise Authorization.
2. SE – Sales Engineer.
3. RSM – Regional Sales Manager.
4. TSA – Technical Support Advisor.
5. RSS – Regional Support Specialist.
6. FGAI – Fujitsu General America, INC.
7. QC – Quality Control.
8. DOA – Dead on Arrival.
9. AFS – Approved Field Scrap
10. PTC – Partial Credit
11. QCR – QC Return