Itron RMA Process Update

Transcription

1 Date: 18 April 2016 PIL #: EL-P Product Line: General Distribution: Itron Internal Distributors / Manufacturer Reps Customers Itron RMA Process Update Process Overview This PIL supersedes PIL EL which was released 20 September The Itron Access RMA (Returned Materials Authorization) Portal is Itron s customer web portal for all Itron electricity hardware returns. Itron provides this portal to allow you to manage hardware RMAs and other service requests. Note: All meters received that are out of warranty require a purchase order (PO) before processing. If repair is not desired, then a PO is required to cover either return shipping or scrap at $2.00 USD per meter. How to Return Hardware 1. Go to and sign in. If you do not have a username, click Create New Account and complete the form. Itron customer service will create an account for you, usually within two business days. 2. Once logged in, click the button labeled Support Services. If the button is not visible, contact Itron customer service. 3. Click the link labeled Returns. Distribution Date: 18 April 2016 Page 1 of 8

2 4. On the Returned Material Authorizations page, you can enter a new RMA request or look up details on a previously submitted Itron Product RMA. To enter a new RMA request, click the blue link labeled new return. Distribution Date: 18 April 2016 Page 2 of 8

3 Section One: Account 1. Select your Account. Section Two: New Return 1. If you are a distributor, you will be asked to complete the Equipment Owned By field. (An automatic search feature populates as you start to type.) 2. Complete the Attention To field if needed. Enter the name of the person with whom Itron will communicate for any correspondence on the RMA. 3. Using the drop down box, choose the Product to be returned. If you want to return multiple items but they are different products, you must fill out a separate RMA form for each. 4. Select the Region where the equipment owner is located. Distribution Date: 18 April 2016 Page 3 of 8

4 5. Tell us why you are returning the product in the Reason for Return box. 6. If you would like to enter an additional address to receive notifications, enter in the space provided. Section Three: Security Based on the product being returned, you may be prompted to indicate if the product is operating with enhanced security using Itron Security Manager. Section Four: Shipping Details Using the drop down box, select a return shipping address. Section Five: Terms and Conditions 1. After reading and agreeing with the statement, click the I have read check box. 2. Click the Next button. Distribution Date: 18 April 2016 Page 4 of 8

5 Section Five: Add a Line 1. The Select Input Method lets Itron know the manner in which you will submit the serial numbers for the equipment being returned. This selection also determines what fields will be present on this form. a. Itron Serial #: List the Itron Serial and/or Part Number. b. Customer Defined Serial Number: List the customer serial or badge number. Distribution Date: 18 April 2016 Page 5 of 8

6 c. Part # + Quantity: Used primarily for bulk returns; use this option instead of inputting individual serial numbers. Enter the customer part number in the Part # field along with the number of items being returned under Qty. d. File of Serial #: Used for multiple items of the same product; this option allows you to attach a file that lists the serial numbers. If attaching a file, you must use the Oconee RMA template located in Itron Access on the Support Service tab under Product Downloads > CENTRON > Sales Support Tools. Distribution Date: 18 April 2016 Page 6 of 8

7 ( d=4e84b50e b2-a360-d82d6dc5e99c&auto=2). 2. Choose the Source of the failure. For meters that are being returned for firmware upgrades, please select Field Failure. 3. Choose the Cause of the failure. 4. Choose the Action Requested. 5. The Problem Statement allows space to enter a more detailed description of the error or failure. 6. Click the Save button when all required fields are completed. You have now added a line to the RMA and it is ready to be submitted or another line added. 7. Review and submit when all information is correct. New Return Material Authorization Created 1. The next page indicates that a new return material authorization has been created and includes a summary of the RMA. 2. A shipping document is required for every RMA. To print the shipping document, click on the Printable Shipping Document link. This document needs to be printed and included inside the return shipment. If multiple boxes of meters are Distribution Date: 18 April 2016 Page 7 of 8

8 being returned, the shipping document needs to be printed and included inside every box in the return shipment. 3. Write the Itron Access RMA number legibly on every individual box in the RMA shipment. 4. Pack and secure the meters in the boxes to prevent damage from occurring during the shipping process. 5. To check on your RMA, click the RMA Status link. When Itron receives your hardware, the information from the RMA form indicates to the Itron Service Center what service is needed and where to return the hardware once the service is complete. Status of Existing RMAs 1. Go to and sign in. 2. Click the button labeled Support Services. Click Returns. 3. Filter your request by using the fields in the middle of the screen (Account, End customer, RMA #, Status, Type of Close, Subject, Product, Contact, Service Center, and Created Date). Click Search to locate the RMA. 4. The RMAs appear in the table at the bottom of the page. To open the RMA, click the RMA number. If you have any issues creating or locating RMAs, please contact Itron Support Services at 877.ITRON.02 ( ) for assistance. Regards, Ashley Stern Product Manager, Electricity Metering Distribution Date: 18 April 2016 Page 8 of 8