An exceptionally simple and efficient RMA process ensures faster problem resolution.
1. Optics & AOC & DAC
Should you encounter any issues such as a link failing to come up (Link Down), a high bit error rate, link flapping, or other abnormal operating conditions:
Customers need only follow INPHE's requirements and instructions to provide the operational logs generated while the optics are in loopback mode; INPHE will provide a diagnosis within 12 hours. If the issue is determined to be a hardware failure, there is no need to return the defective unit in advance; we will immediately dispatch a replacement unit.
Upon receiving the replacement, customers should install it to resolve the issue; once the problem is resolved, the defective unit must be returned. (Return shipping costs for the defective unit will be borne by INPHE.)
If the issue is determined to stem from the EEPROM, firmware, or software, INPHE will resolve it within a maximum of 7 business days. Should a resolution not be provided within these 7 business days, customers have the option to either return the product directly or continue waiting for INPHE to provide a solution.
INPHE does not provide RMA services for issues unrelated to the INPHE product itself—for instance, dark fiber faults, device configuration errors, etc.
Note: Should any deliberate fraudulent activity specifically targeting the INPHE RMA process be detected, the warranty period for *all* products purchased by the customer from INPHE shall be reduced to one year, and a strictly enforced RMA process will be imposed upon said customer; this change shall take effect from the date such misconduct is discovered. The commencement date for this one-year warranty period shall be the purchase date of the respective product.
1. Optics & AOC & DAC
Should you encounter any issues such as a link failing to come up (Link Down), a high bit error rate, link flapping, or other abnormal operating conditions:
Customers need only follow INPHE's requirements and instructions to provide the operational logs generated while the optics are in loopback mode; INPHE will provide a diagnosis within 12 hours. If the issue is determined to be a hardware failure, there is no need to return the defective unit in advance; we will immediately dispatch a replacement unit.
Upon receiving the replacement, customers should install it to resolve the issue; once the problem is resolved, the defective unit must be returned. (Return shipping costs for the defective unit will be borne by INPHE.)
If the issue is determined to stem from the EEPROM, firmware, or software, INPHE will resolve it within a maximum of 7 business days. Should a resolution not be provided within these 7 business days, customers have the option to either return the product directly or continue waiting for INPHE to provide a solution.
INPHE does not provide RMA services for issues unrelated to the INPHE product itself—for instance, dark fiber faults, device configuration errors, etc.
Note: Should any deliberate fraudulent activity specifically targeting the INPHE RMA process be detected, the warranty period for *all* products purchased by the customer from INPHE shall be reduced to one year, and a strictly enforced RMA process will be imposed upon said customer; this change shall take effect from the date such misconduct is discovered. The commencement date for this one-year warranty period shall be the purchase date of the respective product.
