Luna's Support agents use product knowledge, software tools, and remote troubleshooting sessions to understand, diagnose, and in some cases, fix issues with your Luna instrument. However, some times there are issues that require the instrument to be sent back to a Luna location to further diagnose and repair the instrument hardware. When a Return Merchandise Authorization (RMA) is necessary, our agents will then use the following process to get the instrument shipped to us safely for evaluation, upgrades, and other purposes.
The following is a general guideline to the process; your Support agent will walk you through the steps for your specific RMA. Note: The process for Calibrations is slightly different, as a PO is required up front.
- Once the need for an RMA is determined, your Support agent will update the ticket and associated paperwork to indicate the need for an RMA, and they will inform you that this step has been completed.
- Our Customer Operations Team will then generate RMA documents:
- RMA Shipping Instructions, with an RMA number and the ship-to address. Per the instructions provided, you will need to pack and ship the instrument to the designated Luna location.
- For out-of-warranty RMAs, a Pro Forma Quote that indicates the Minimum Repair Fee and language indicating that by shipping the RMA you agree to pay this fee. An up-front PO is not required for non-calibration RMAs.
- Once the instrument is shipped back to us, we will receive, unbox, and evaluate the instrument, and a final repair quote will be sent. A PO must then be received before the repair work commences, unless covered by warranty.
- The Support portal will indicate where in the RMA process the instrument is. See the section below on "Tracking Repair Status" for details.
- After work is complete, the instrument will be shipped back to you and tracking information will be provided. The shipment will also include paperwork reflecting the work performed, including an RMA Service Report with a detailed summary of work completed.
- After you have received your product back, please check its functionality within 15 days and report back to us.
Tracking Repair Status:
If you have sent your instrument in for repair, it’s easy to track the status of your repair throughout the process via the Support Portal at https://support.lunainc.com. This guide details where to find updates and what to expect during your repair journey.
- Once the RMA has been started by the responsible support agent, the support ticket will convert to RMA status and updates are accessible to any logged in user listed as the Requester or in CC.
- The ticket will remain active for the duration of the RMA, so any questions about details of the repair process, quote questions, shipping questions or other process clarifications can be directed to the support agent.
- RMA Status Definitions:
- "RMA Recommended": The support agent has converted the ticket and created some internal documentation of the RMA, including documentation of what's known about the condition of the instrument to pass onto the technician team.
- "RMA Issued": Customer Operations has created and sent RMA Shipping Instructions and (if necessary) a Pro Forma Quote. by sending in the instrument, you agree to abide by the quote terms.
- "RMA Received at Luna": The RMA has been received at Luna and is being placed into our evaluation queue. You may also receive a message from your support agent that the package has been received.
- "Evaluation In Progress": Our fiber optic technician team is evaluating the instrument to determine the scope of work necessary to bring the instrument back into working order.
- "Evaluation Completed": The evaluation has been completed, although repairs may not be. At this point your support agent will likely reach out with some additional details of what the evaluation found and if the instrument is not covered under warranty, a final quote will be sent shortly after reaching this status.
- "Repair PO Required": A quote has been sent and Luna is awaiting a repair PO in order to process with the repair. Your support agent can discuss alternative options, such as paying for the evaluation only ("Minimum Repair Fee"), which would then result in the instrument being returned non-repaired.
- "In Queue for Repair": The PO has been received and work will commence on the repair soon.
- "Repair In Progress": The instrument is being repaired and/or tested to ensure a return to functionality.
- "Repair Complete": The instrument repairs and final quality inspection have been completed and the instrument is in queue for shipment.
- "Preparing Return Shipment": The instrument is being packed and final RMA paperwork is being completed.
- "RMA Returned": The instrument has been shipped. The support agent will share the shipment tracking information, and also assist in handling any shipping issues that may arise.
- Note that not all RMAs follow these steps in a rigid order. RMAs for instruments under warranty will skip certain steps and the process is generally more streamlined. Some RMAs may need to return to earlier steps as needed. Some RMAs may appear to jump a step, such as an "In Progress" step as the step occurred relatively quickly.