PAP Group · · Updated · Fire alarm systems · Guidance · 2 min read
Returns instructions – what to do with a faulty product
When a product develops a fault, the repair process begins. Every step is important, and the final decision on warranty coverage rests with the equipment manufacturer. Below is a detailed description of the procedure that ensures smooth handling and progress of the repair.
➡️ If a product breaks, a new part is ordered from PAP Group Oy. This is invoiced according to the current price list.
➡️ An RMA form is filled in for the faulty product via the PAP Group Oy website. The RMA form and instructions for filling it in can also be found on the Customer service page.
Once the RMA form has been completed, the person who filled it in receives a confirmation by email containing PAP’s RMA number. This email is printed out and enclosed in the package with the device being returned.
➡️ The faulty product is sent to PAP Group Oy’s warehouse:
PAP Group Oy
RMA / Logistics
Niittytie 25, Building C, Door 2
01300 Vantaa
➡️ The printed email confirmation must be enclosed with the device; otherwise the RMA will not be processed until the form has been provided.
➡️ PAP Group Oy submits a repair request for the faulty device to the equipment manufacturer, which issues an RMA code for returning the product. To obtain the RMA code, the completed RMA form must be provided without exception.
➡️ The equipment manufacturer examines the product and states whether or not the repair is covered by the warranty. If it is, the manufacturer repairs the product and sends it back to PAP Group Oy, from where it is delivered on to the partner as a spare unit.
➡️ If the equipment manufacturer states that the repair is not covered by the warranty, the manufacturer estimates the repair costs for the device, and these are invoiced to the partner. The repaired device is delivered to the partner.
➡️ The equipment manufacturer is the only party that can determine whether or not a fault is covered by the warranty.