Strand Lighting/Selecon - RGA / RGA Form Frequently Asked Questions
QUESTION 1:
What is Strand Lighting / Selecon’s policy on Return Goods Authorization (RGA)?
ANSWER:
There are three categories of returns – Accommodations, Discrepancies, and Repairs. Below is a description of each
type and its associated policy.
Accommodation Returns:
•
Accommodation must be at least $100
•
Customer must complete RGA form and provide Invoice, Sales Order or Purchase Order numbers
•
Product must be new, unused, saleable condition and must be in original packaging
•
The product must be returned within 90 days of shipment
•
Products must be on the current price list (not discontinued products)
•
A 25% Restocking Fee will be charged
•
Special, made-to-order products are not eligible for accommodation returns
Discrepancy (short ship, over ship, wrong part received, etc), Bad Out of Box (BOB) Returns:
•
Customer must complete RGA form and provide Invoice, Sales Order or Purchase Order numbers.
o
o
Commodity order returns may go through Warranty Administrator.
Equipment returns on a specific project should go through Project Manager.
•
Products cannot have more than 24 hours of use (fixtures) or have been shipped more than 30 days prior.
•
All suspected BOBs must go through Technical Support for troubleshooting and confirmation as a BOB.
o
o
If a product is advanced against a BOB return, the customer will be charged for the advance and a
credit will be issued upon return of the BOB product.
All BOBs must be returned within 45 days from the RGA date. If it is not returned within 45 days
then no credit will be issued.
•
Returned products must be in original packaging
•
All shipping, fees, etc. are paid by Strand Lighting / Selecon
•
Special, made-to-order products must be discussed with Warranty Administrator before completing form
063010
Page 1 of 7
Strand Lighting/Selecon - RGA / RGA Form Frequently Asked Questions
Repair RGA Returns:
•
No returns will be accepted without an RGA number. Any items returned without approval will be rejected
at our dock and returned to the customer via freight collect.
•
You must complete Repair RGA form and provide Invoice, Sales Order or Purchase Order numbers and/or
serial number (where applicable). Note, if you are unsure of part number then customer should contact
Technical Support for assistance.
•
RGA numbers are only valid for 45 days from the date of issue. Any RGA received after 45-day expiration
date will be rejected by Strand Lighting / Selecon and returned collect to customer.
o
Warranty Claims
ƒ
ƒ
ƒ
ƒ
o
All Strand Lighting products come with a two-year limited warranty from the date of
manufacture or from ship date (if invoice provided as proof of purchase). Projects are two
years from commissioning date and not to exceed a 30 month period from original ship
date.
Unless specified elsewhere, all Selecon products come with a three-year limited warranty
from ship date (if invoice provided as proof of purchase).
An RGA will be sent to the requestor within 24 hours.
It is not the policy of Strand Lighting to advance parts or product. If customer requires
product to be advanced then a signed purchase order must be received to invoice against.
Credit will be issued upon return of defective item if under warranty and if returned within
45 days. If it is not returned within 45 days, then no credit will be issued.
Non-Warranty Repairs
ƒ
ƒ
Products with expired warranties may be returned for repair (approximate cost on RGA
form).
Signed Purchase Order or Payment must be sent in with RGA or before repairs are
started.
QUESTION 2:
How do I get a RGA form?
ANSWER:
RGA forms are found in the Support section in the password-protected Tech Area on the Strand Lighting web site
(www.strandlighting.com). Or, you may obtain either form from the customer service group.
QUESTION 3:
How many forms are there and what are they?
ANSWER:
There are two forms – Return Goods Authorization (RGA) Form and Repair Return Goods Authorization Form.
063010
Page 2 of 7
Strand Lighting/Selecon - RGA / RGA Form Frequently Asked Questions
QUESTION 4:
What is the Return Goods Authorization (RGA) Form and what is its purpose?
ANSWER:
The Return Goods Authorization (RGA) form is used for all product returns except repairs (for Repair RGA, see
“Repair Return Goods Authorization (RGA) Form”). The RGA form is used by Dealers, Distributors and Service
Centers for the following possible reasons for returning products:
•
Accommodation
•
Shipping Discrepancies
•
Bad Out of the Box (BOB) products
RGA forms cannot be processed without proper reference information such as a Sales Order, Purchase Order, or
Invoice numbers. Signatures are required for all Accommodation returns as well as any items requesting to be
advanced.
QUESTION 5:
What is the Repair Return Goods Authorization (RGA) Form and what is its purpose?
ANSWER:
The Repair Return Goods Authorization (RGA) form is used for all product repairs for either warranty or nonwarranty. Non-Warranty repairs require a Purchase Order or payment prior to repairs being made. Notes:
•
Freight is the responsibility of the customer for both, warranty and non-warranty, repairs.
•
It is not our policy to advance products or parts, so your part should be returned for repair first. In some
cases, you may request an advance product or part, but we cannot guarantee it will be available to advance.
•
Non-Warranty repairs cannot are not eligible for product or part advances.
QUESTION 6:
I cannot wait for you to repair my item and really need an advance replacement.
ANSWER:
Our policy is very clear that we cannot advance products or parts. However, we will try all means to get your issue
addressed and resolved as quickly as possible. Check the repair form for the item that you need. Attach a purchase
order with the repair price on it and send to Warranty Administrator. You will be contacted to let you know if we
can assist you in advancing the item. We can also expedite repairs. Communicate all special needs with the warranty
administrator.
063010
Page 3 of 7
Strand Lighting/Selecon - RGA / RGA Form Frequently Asked Questions
QUESTION 7:
The item I need repaired is not on the RGA Repair form. What do I do?
ANSWER:
We have listed the more common items that could be returned for repair. If you have an item that is current product
then add it to the bottom of the form and send to the warranty administrator. They will contact you to let you know
if we can repair the item. If the item is discontinued or an older legacy product, contact Tech support first to see if it
can be repaired. They will tell you the part number and to send the item in for a repair quote. Some legacy products
cannot be repaired.
QUESTION 8:
Who pays freight on warranty repairs to and from the factory?
ANSWER:
If it is our error or a BOB product, then the factory covers all freight and associated shipping costs (as approved by
Strand Lighting / Selecon). If it is warranty or non-warranty repair RGA then the customer covers all freight and
associated shipping costs.
QUESTION 9:
Where do I get the information to fill out the forms? I don’t know or have the Invoice, Sales Order and / or Purchase
Order number(s)?
ANSWER:
Strand Lighting / Selecon must have an Invoice, Sales Order, and/or Purchase Order number to be able to process a
RGA request. If you have issues finding this information, then contact the Warranty Administrator for assistance.
063010
Page 4 of 7
Strand Lighting/Selecon - RGA / RGA Form Frequently Asked Questions
QUESTION 10:
How do I know if my product is still under warranty?
ANSWER:
Depending on the brand (product) you own, you will have either have a two or three-year limited warranty.
•
For Strand Lighting Products:
Strand Lighting offers a two-year limited warranty on products it manufactures. The warranty starts on the
date of shipment or on large, project based systems, on the date the system is commissioned. For projectbased systems, there is a maximum of six (6) months after the order ships for the warranty to start. Refer to
Strand Lighting web site for complete warranty details.
•
For Selecon Products:
Selecon offers a three-year limited warranty on products it manufactures. The warranty starts on the date of
shipment. Refer to Selecon web site for complete warranty details.
•
For all other products:
For any product sold by Strand Lighting / Selecon but not manufactured by Strand Lighting or Selecon, the
original equipment manufacturer’s warranty will be in effect and all warranty, repairs, claims will be handled by
the original equipment manufacturer.
QUESTION 11:
I have a technical issue and I do not know the part number that I need to fix my issue. How do I find it?
ANSWER:
Visit the Strand Lighting or Selecon website or contact Technical Support (1.214.647.7880) if you need assistance
finding the correct part number.
QUESTION 12:
I am a Dealer / Distributor and I have completed warranty labor claim on a product and would like to be reimbursed.
ANSWER:
Not all Dealers and Distributors are Authorized Service Centers (ASC). Only an ASC can submit warranty labor
claims. All labor claims must follow guidelines of ASC Warranty Claim Guide and be approved - in advance - by
Technical Support Manager.
063010
Page 5 of 7
Strand Lighting/Selecon - RGA / RGA Form Frequently Asked Questions
QUESTION 13:
I have a bad part and you cannot advance it. How long to get the repair completed?
ANSWER:
Warranty repairs are completed within 5 business days (after receipt of product). Non-warranty repairs are
completed within 10 business days (after receipt of product). If needed, we can try to expedite the repair process.
QUESTION 14:
Why do I have to fill out this form? It wasn’t my fault and I don’t have time.
ANSWER:
We require the requestor to complete the form. This allows us to confirm accurate part numbers, ship to address,
and relevant claim information. RGA forms are also for the benefit of customers as a tracking mechanism for all claims.
QUESTION 15:
Who is BOB?
ANSWER:
BOB is simply an acronym that means Bad Out of Box. It is a product that is deemed defective if:
•
It is a fixture that has less than 24 hours of use or within 30 days or less of shipment date from us.
•
It is all other products that was shipped (from the factory) 30 days or less.
QUESTION 16:
What if I have a BOB shipment that is a custom part (engraving, color, configuration, etc). What is the process?
ANSWER:
The process is the same but you must contact Technical Support to discuss return option/processes.
QUESTION 17:
I don’t know why the product failed. Why can’t I leave the reason area blank?
ANSWER:
We need as much information (description of the issue) as possible on the failure to isolate and correct the problem.
We also use this information for inspection and corrective action in the factory. Defective, broken, nor doesn’t work
does not help us. Incomplete or blank forms will be rejected.
063010
Page 6 of 7
Strand Lighting/Selecon - RGA / RGA Form Frequently Asked Questions
QUESTION 18:
I sent in my product for repair and it was sent back to me without the accessories. Why?
ANSWER:
As stated on our forms and as per policy, do not send use accessories such as clamps, cables, connectors, stylus, color
frames, etc. (unless specifically authorized by us to do so). We are not responsible for these items.
QUESTION 19:
I have a new product that has not been open and is less than 90 days old. Why must I pay a 25% restocking fee?
ANSWER:
The restocking fee is to cover expenses associated with processing the original order and restocking the item.
QUESTION 20:
I sent my product back without an RGA. Why haven’t I seen a credit?
ANSWER:
Any product that is returned without an RGA number is rejected at our dock and returned, freight collect, to the
sender. Before any credits are authorized, customers must request a RGA, the RGA must be approved by us, and
product returned in new/unused condition in original packaging within 45 days of issuance of the RGA.
QUESTION 21:
How quickly are credits processed?
ANSWER:
Credit will be issued within 5 days of receipt if product is returned in new/unused condition in its original packaging.
QUESTION 22:
I received my package and it is damaged.
ANSWER:
All shipments are F.O.B. our dock. Any damage claims must be filed directly with the freight forwarder / carrier. If we
chose the carrier then we will begin the claim for you. You will need to send a new purchase order to receive new
product while the claim is being processed. Upon receipt of the package, you must note if there is damage to the
outside of shipping box.
063010
Page 7 of 7