Return Merchandise Authorization (RMA) Instructions for Turntide Motor Systems
Thank you for choosing Turntide products. If you need to request an RMA for a Turntide drive, motor, or supervisor/RMK, please follow these steps:
1. Contact Technical Services for Troubleshooting: Before proceeding with the RMA request, contact our Technical Services Team at 1-877-776-8470 (877-PROTIP+) or support@turntide.com to initiate the process. Our team will troubleshoot with you to verify that the issue is indeed with our product and determine if an RMA is necessary.
2. Check Warranty Eligibility: After troubleshooting, our team will check the warranty status of your hardware. If the hardware is under warranty, we will create a ticket in our tracking system and proceed with the RMA process accordingly.
3. RMA Email: Assuming hardware is under warranty, you will receive an email with shipment details for the replacement equipment. Note that we no longer require you to ship any equipment to Turntide for root cause analysis. We do however request that you complete a Certificate of Destruction in the Turntide Technician App. This certifies that the faulty equipment will be properly disposed of and not reused.
4. Hardware Out of Warranty: If hardware is not under warranty, we will take appropriate action, such as processing a new purchase order/invoice, or guiding you through alternative solutions (such as replacing with your own stock). If you're already aware your equipment is out of warranty please reach out to our sales@turntide.com team.
If you have any questions or need further assistance during the RMA process, please don't hesitate to contact our Technical Services Team.
Thank you for your cooperation.