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What

...

to do in a warranty case?

If your new smart card reader is

...

not working as expected or not working at all and you may check your product warranty, please follow the steps below

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:


In case of software issues, please try first to overcome the issue by re-flashing the
Note
titleIMPORTANT

If your AirID is working, but not as described in the AirID Manual, please re-flash first the AirID firmware, before you continue with the warranty check process.

A step-by-step guide how to flash the firmware can be found here.


UI Steps



UI Step

Check

whether the

if your warranty claim for the

defective device exists

non-functional AirID is valid:

The warranty claim is excluded if

  • the date of purchase is more than 12 months ago
  • the device has undergone external physical damagebeen physically damaged or gone wet
  • in case of improper use


UI Step

Fill in our RMA form

Download the RMA form (English or German) and complete the form. We recommend filling in the document before printing.

Please note that

the process can

your warranty claim will not be

proceeded

processed without a completed warranty form (if multiple devices, one form per device). Without completed warranty form device will be returned without further notice.

German version:

View file
namecertgate_RMA-Formular_DE_v1.docx
height150
   

English version:

View file
namecertgate_RMA-Formular_EN_v1.docx
height150



UI Step
Send

Return the

defective

non-functional device

back

to

us

certgate

Send Please return the defective non functional device together with the completed RMA form to the following address:

certgate

GmbH

Reparatur

Warranty Department

Osterstr.

3

30159

Hannover

Germany

We

recommend you to use the original packaging for the smart card reader if

strongly recommend using the original AirID package to avoid transportation damages, if possible.



UI Step

We will

check your

verify your claim and check the AirID device

Once we receive your defective After receiving your non-functional device, we will check the your warranty case claim and we will analyze analyse the device. We always In case of a valid warranty claim, we always will try to repair your device first and send return the repaired device back to you. In case that a repair is technically or economically not possible, we will send you a new AirID device as a replacement. At our sole discretion, we may replace your device with a newer version. 

If no your warranty claim exists will not be valid, or the RMA form is missing or not enclosed, your warranty claim can not be processedcompleted, we will have either to return or trash your device. In this case, we will inform you by mail and trash the defective non-functional device or send we will return it back on request. 




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Process overview

If you are interested in a detailed process overview, check the following diagramm:

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