Return Merchandise Authorization (RMA)

Frequently asked questions (FAQs)

• Where do I ship my equipment?

  The shipping address and instructions will be included in the RMA confirmation email.

• How can I find out if my product is under warranty?

  When you add any serial number to your RMA request, you will see the warranty status.

• How can I check the current status of my repair or calibration?

  If you created your RMA request using the My RMA application, this is easy. Simply log in to your EXFO account, go to the My RMA application and you will see the status of your RMAs.

  If you haven’t used the RMA application, please contact us to get the status of your RMA

• Can I get an official quote for my planned services?

  For RMA services, the pricing is available in the My RMA application. In addition, the RMA confirmation document that you will receive after your request has been approved is considered an official EXFO quote.

• Can I replace or purchase accessories while my unit is in service?

  In the My RMA application, there is a section where you can list any accessories that you would like to replace.

• Will EXFO update the software on my instrument while it is at the service center?

  As a general rule, EXFO will NOT update the software on your product unless:

  • You specifically request that the software be updated (please request this in the comments section of your RMA request).
  • The repair requires a complete software reinstallation, in which case the latest version will be installed This can occur when we need to replace a disk drive or major processing boards that include onboard operational memory devices.

  Please remember to safely back up or copy your data before shipping your products to EXFO.

• What are the advantages of using EXFO’s online RMA application?

  Using the online My RMA application affords several benefits. You can:

  • See the product warranty status
  • Get service pricing
  • Select among the available services for the specific product
  • Add optional services
  • Access special promotions
  • See your product’s status and progress from the initial RMA request through to completion and shipping/tracking details
• Does EXFO offer ANSI/NCSL Z540 or ISO/IEC 17025 calibration services?

  For the vast majority of products*, EXFO’s calibration laboratories and procedures follow the guidelines of the ANSI/NCSL Z540 and ISO/IEC 17025 standards. If you want to ensure your service meets the requirements established by ANSI/NCSL Z540 and ISO/IEC 17025, we suggest that you request the Calibration with As-Found Results service where available.
  
  Please note that although EXFO follows the ANSI/NCSL Z540 and ISO/IEC 17025 guidelines, our laboratories have not gone through the accreditation process.

  *If you need confirmation for a specific product, please contact us.

• What is an RMA?

  RMA stands for Return Merchandise Authorization and is used by EXFO to process all products returned for repair, calibration and upgrade services.
  
  Each RMA has a unique number (RMA number) that allows you to track your product’s progress throughout the service cycle. When you receive the RMA confirmation email, it will include:

  • The RMA number
  • The estimated costs and descriptions of the services requested
  • All shipping instructions

  You should verify the information in the RMA documentation to ensure it reflects the services you require. Please contact your RMA customer service representative if you notice any discrepancies, or if you have any questions.
  
  Please do not ship any products to EXFO unless you have received an RMA confirmation email.

• Once I’ve created an RMA request, what happens next?

  • Upon submitting your request, you will receive an email (New RMA Request), summarizing the details of your request
  • IMPORTANT - The New RMA Request email is NOT your RMA confirmation
  • If your RMA request is for a repair, you may be contacted by EXFO Technical Support for additional information

  Normally you will receive your RMA confirmation email within 1 business day.

• Should I contact EXFO Technical Support prior to requesting my RMA?

  If you are sending your product for calibration, there is no need to contact EXFO Technical Support. You can simply create your RMA request directly in the My RMA application: Request RMA
  
  If you want to send your product for a repair, it may be best to contact EXFO Technical Support first. They will try to troubleshoot the problem and often will be able to repair your product remotely. If, however, it is clear that your product needs repair and you can include specific details on the fault, then you can create your RMA request directly in the My RMA application. If we have any questions, we will contact you.

• What is the procedure for sending instruments for calibration or repair?

  To send any EXFO product (whether under warranty or not) for repair or calibration, please follow these steps:

  1. Create your RMA request online at Request RMA
  2. Upon submitting your request, you will receive an email (New RMA Request), summarizing the details of your request
  3. IMPORTANT - The New RMA Request email is NOT your RMA confirmation
  4. If your RMA request is for a repair, you may be contacted by EXFO Technical Support for additional information
  5. Normally you will receive your RMA confirmation email within 1 business day
  6. Your confirmation email will contain your RMA number, a description and cost estimate for the services requested, along with detailed shipping instructions
  7. Package and ship the product to the address provided
  8. Once the shipment has been received by EXFO, you will be able to follow the progress of your RMA, directly on the My RMA site
  9. You will be contacted by a customer service representative if there are any questions or changes related to your services
• I have an older product. How can I check to see if services are still available?

  You can find this information in two ways:

  1. Add the serial number to your RMA request, and the services available will appear. If no services are available, you will see a message to that effect.
  2. Check the discontinued products page. Search for your product, and you will see the date the product was discontinued and the end-of-service dates for both calibration and repair services.
• How do I create my RMA request?

  See document Online RMA request procedure.

• What should I include with my product when sending it for repair or calibration?

  You should only send what you would like to have serviced or what EXFO Technical Support has asked you to send. It is not necessary to send accessories, batteries or other associated products or modules, unless you want EXFO to evaluate those products. If you do decide to send additional products, please make sure to include the serial numbers of each one.
  
   When EXFO receives your material, we will:

  • Make a complete list of what was received, including accessories
  • Validate if the correct service was selected
  • Quickly inspect any additional products where no service was requested
  • Quickly inspect accessories and/or batteries

  If we find that a service needs to be changed, any of the no-service-required products need maintenance or any of the main accessories require replacement, we will contact you with our recommendations and request your approval for the additional services.