Lin Engineering | RMA form | Customer Satisfaction

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Step Mortors
Available in NEMA frame sizes 8, 11, 14, 17, 23, and 34. High Torque, High Accuracy, and Low Resonance options available
Drivers Controllers
Microstepping drivers and full function/stand alone controllers available. Up to 256x microstepping, 7A peak, and 75VDC
Accessories
Converter cards for simple communication with motion control devices and durable dampers for reduced motor resonance

Integrated Motors
Mechatronics done right. Choose from a variety of integrated step motors and electronics
Optical encoders
Optical encoders available for NEMA frame sizes 8, 11, 14, 17, 23, and 34
LinExpress Online Store
Choose from a wide variety of customizeable stepper motors and have your order shipped in 24 hours!

BLDC Mortors
Available in frame size 17 and 23. Multiple windings and torque/speed options available
Gearboxes.
Available in frame sizes 11, 14, 17, 23, and 34. Multiple stage and ratio options for torque/speed output
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Lin Engineering RMA Requisition Form for Driver/ Controller Products

In order to better expedite the Failure Analysis of your product, please answer the following questions as best as you can.

LIN ENGINEERING RMA POLICY

PRODUCTS SENT BACK WITHOUT A COMPLETE RMA REQUISITION FORM WILL NOT BE PROCESSED.

STEP MOTORS FORM

INTEGRATED MOTORS FORM


	Information on the Failed Product

Complete Part Number on the Unit

What is the “Serial # ” that appears on the label of the unit?

Where is the Serial Number?

How long was the product installed before failure occurred?

What was the voltage input to the unit when it failed?

What was the current setting?

When shipment arrived, were there signs of damage from shipment?

Yes No


	Drivers & Controllers Information

Model number of motor used:

Please explain the failure:

Examples: jittery, resonance, not smooth, high pitched noise, loud rough noise, stalling, low torque, shaft cogs, shaft is locked up, broken lead wires or connector, bent shaft, gets hot, my design changed – need a rework, miscommunication – ordered wrong part, etc.

Please explain in detail how the product failed?

Examples: Fails during operation, while idle, when loaded with a certain weight, when unit ran overnight, at certain speeds, etc.

Briefly explain any environmental conditions
(temperature, humidity, dust, metal shards, rain, etc):

Additional Information


	Customer Contact Information

Name:

Company:

Address:

City:

State:

Zip Code:

Phone:

Fax:

Email:

Additional Information:


	Payment Information

If Failure Analysis or repair charges are applicable, what payment option would you prefer?

PO (Please enter your PO Number and supply a copy with this form)

Credit Card (All major credit cards are acceptable). Customer will call, fax or e-mail credit card number to a Lin Engineering customer service representative.


	Automatic Debits

Please note that automatic debits will not be accepted or honored for any reason. If you have a price discrepancy, RMA, or receipt quantity issue please contact your sales account manager. Once the issue has been resolved, the Lin Engineering accounting department will issue a credit memo(s) which will be sent to you. You may debit Lin Engineering for the credit memo amount once it has been received.


	Warranty Policy

2 Year Warranty for Motors and 1 Year Warranty for Drivers/Controllers/Integrated Products Only Valid if:

• Installlation, operation, and maintenenace instructions have been properly followed
• The Products and Parts have been used under normal operating conditions (if special operating conditions were agreed upon by Lin Enginering and the customer, it must be in writing)
• The Products and Parts have not been affected by misuse or neglect
• No corrective work or modifications have been made on the Product or Parts (if modification instructions were given by Lin Engineering, it must be in writing)
• Lin has received a notice of any defect within thirty (30) days after knowledge of defect


	RMA User Agreement

Lin Engineering RMA User Agreement

Terms of Use
This site and all content held within this site is the copyrighted property of Lin Engineering.  Any attempt to alter, copy, or unjustly use the site is strictly prohibited.  This site and the content provided in this site may not be copied, reproduced, or distributed without the written consent of Lin Engineering.  Lin Engineering grants permission to use this site within the terms and services of this user agreement.

Any updates or changes made to this policy will be made at the discretion of Lin Engineering. For the most updated version, please contact Lin Engineering.

Lin Engineering RMA POLICY
We are making several changes to our RMA procedures in order to make them more simplified and efficient.   
This letter is intended to alert you to these mandatory changes and to provide you with copy of our new process and requirements.  Your cooperation with the new process is greatly appreciated.
Requirements
All returns must have a RMA number issued for any product to be returned to Lin Engineering. Our customer service team will issue an RMA number via phone, fax or e-mail. A copy of the RMA Requisition Form must be included with the return shipment.  Lin Engineering has the right to refuse any shipment at the customer’s expense if the RMA number is not clearly referenced on the box or packing slip.  
Condition:
Returned products must be shipped in protected containers and properly packaged to prevent any physical damage. Any transportation damage will be the responsibility of the sender. Products returned for repair must be in the same mechanical configuration as when shipped from the factory. They must be free of any customer installed mounting hardware. 
Failure Analysis (FA) Fee:
If the FA conducted by Lin Engineering determines the customer is at fault for the non-functional unit or determines product is non-repairable the customer will incur a $49 charge for Driver/controller products and $39 charge for Stepper products.  If the customer would like the unit to be shipped back as-is without repair, Lin Engineering will do so and the FA charges will apply. Freight will be at the customer’s expense. Lin Engineering will notify the customer of the results of the FA. If no response is received within 5 business days the item will automatically be scrapped, and FA charges will be invoiced to the customer. Repairs under warranty will be credited or replaced.
Status of RMA: 
Should you require an update on the status of your returned product, please contact customer service via e-mail at sales@linengineering.com or call 408-919-0200.
Purchase order is required for all repairs:
If the unit is concluded by Lin Engineering to be within warranty, charges may not apply.   If the unit is non-warranty the customer will be notified of the amount of the FA/repair charges.  For any charges incurred on a FA or repair unit, Lin Engineering will require payment to be made prior to shipping for customers who do not have credit terms with Lin Engineering. 
• Shipping – Customer shall prepay shipping charges for products returned to Lin Engineering for warranty service and Lin Engineering shall pay for return of products to customer (by Ground Transportation). However, customer shall pay all shipping charges, duties and taxes for products returned by Lin Engineering from international country.

• N.T.F (No Trouble Found) – If any product returned is determined NFT by Lin Engineering, the customer may be assessed the returned freight and service charge on the product.  Warranty units will be charged as identified under “Failure Analysis (FA) Fee”.

• Charges For Non-Warranty Repairs:
Non-warranty repairs are warranted for 30 days except cases where repeat of original failure is caused by customer error.

•Returns (without failure)
20% to 40% restocking fee will apply for STANDARD products returned for any other reason then failure.  Customer must contact Lin Engineering customer service to obtain a RMA number prior to returning the product.  Product retuned must be in original condition (free of any modifications done by customer).  Non-standard products will not be accepted for any credit.  
FA charges will be incurred if NTF and no repair is needed. NTF situations can be non productive. Lin Engineering encourages customers to trouble shoot machine malfunctions with their technician or with Lin Engineering Technical Support before filing an RMA to return the product. Our experience has found that many times this will restore machine–down situations faster than waiting for a no-trouble-found (NTF) product to cycle through FA/repairs.
Automatic Debits:
Please note that automatic debits will not be accepted or honored for any reason.  If you have a price discrepancy, RMA, or receipt quantity issue please contact your sales account manager.  Once the issue has been resolved, the Lin Engineering accounting department will issue a credit memo(s) which will be sent to you. You may debit Lin Engineering for the credit memo amount once it has been received.

WARRANTY 
(2 years limited warranty on stepper motors, 1 year on driver/controller/integrated products, unless contractually agreed otherwise)

Lin Engineering, Incorporated (the “Company”) warrants to the first end user Buyer that the Products and Parts thereof, when shipped, will be free from defects in materials comprising the same and in the Company’s workmanship. If any such defects exist or later appear, the Company shall undertake, at its sole expense, prompt remedial action as state herein to correct the same; provided however, that the Company shall have no obligation or liability under this Warranty unless it shall have received written notice specifying such defect no later than two (2) years from the date of shipment. Remedial action under this Warranty shall require only that the Company, at its option, repair or modify the Products or Parts thereof, replace the same F.O.B. Santa Clara, CA, or accept the return of the Products or Parts thereof by Buyer and refund the purchase price.
            Products, or Parts thereof, manufactured by others are warranted hereunder only to the extent of such manufacturer’s warranty to the Company.
            Since after shipment, the Products and Parts thereof are under the sole control of the Buyer, this Warranty is subject to, and shall be applicable only if, the following conditions are met:
1.	The Company’s instructions as to installation, operation and maintenance have been followed; 
2.	The Products and Parts thereof have been issued under normal operating conditions or under such conditions as hereinbefore specified by the Company, or specified by the Buyer and agreed to in writing by the Company; 
3.	The Products and Parts thereof have been properly erected, installed, operated and maintained and have not been affected be misuse or neglect; 
4.	The Buyer has not attempted or performed corrective work or change on the Products and/or Parts thereof without the Company’s prior written consent as to the nature and expense thereof; 
5.	The Company shall have received notice of any defect no later than thirty (30) days after the Buyer first had knowledge of the same; and 
6.	Within the Warranty period and after prior authorization from the Company, the Products and/or Parts are shipped freight prepaid to the Company 1990 Russell Avenue, Santa Clara, California, 95054, in accordance with the Company's RMA process. 
THE FOREGOING WARRANTY IS IN SUBSTITUTION FOR, AND IN LIEU OF, ANY AND ALL OTHER WARRANTIES, EXPRESS, IMPLIED OR STATUTORY INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. LIMITATION OF LIABILITY
THE COMPANY SHALL HAVE NO LIABILITY WHATSOEVER IN ANY EVENT FOR PAYMENT OF ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING, WITHOUT LIMITATION, DAMAGES FOR INJURY TO ANY PERSON OR PROPERTY. BY ACCEPTING THE PRODUCTS AND/OR PARTS THEREOF, THE FIRST END USER BUYER OR SUBSEQUENT USER AGREES THAT THE COMPANY SHALL NOT BE LIABLE FOR INDEMNIFICATION OR CONTRIBUTION (IN WHOLE OR IN PART) EITHER EXPRESSLY OR BY IMPLICATION. IF FOR ANY REASON ANY OF THE FOREGOING PROVISIONS SHALL BE INEFFECTIVE, THE COMPANY’S LIABILITY FOR DAMAGES ARISING OUT OF ITS MANUFACTURE OR SALE OF ITS PRODUCTS OR PARTS, OR USE THEREOF, WHETHER SUCH LIABILITY IS BASED ON WARRANTY, CONTRACT, NEGLIGENCE, STRICT LIABILITY IN TORT OR OTHERWISE, SHALL NOT IN ANY EVENT EXCEED THE FULL PURCHASE PRICE OF SUCH PRODUCTS AND PARTS THEREOF.
Any action against the Company based upon any liability or obligation arising here-under or under any law applicable to the sale or its Products or Parts thereof, or the use thereof, must be commenced within two (2) years after the cause of such action arises.
 
This policy is subject to change without prior notice.

I agree with all of the terms and conditions set forth by Lin Engineering

* Thank you for submitting the RMA requisition form to Lin Engineering. If you have additional information regarding the product failure, please email to sales@linengineering.com.
A Lin Engineering customer service representative will contact you within 24 hrs. Should you have any questions, please contact us via sales@linengineering.com

About Us

Lin Engineering is a U.S. manufacturer of hybrid step motors (oftentimes referred to as stepping motors or stepper motors).
Our focus is on leading technology designs, high quality products, and unsurpassed customer service. Browse around for more information on: step motors, stepping motors, stepper motors, integrated stepper motors, stepper motor drivers, stepper motor controllers, brushless dc motors, encoders, and gearheads.

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Tel:408-919-0200. Fax:408-919-0201 email: sales@linengineering.com