The main difference in these procedures lies in the fact that in this region it is quite expensive for Ruptela to get the devices as opposed to EU countries which may be easier. We cannot bring them to Mexico as they would charge us import fees.

Thus, we agreed that we would not retrieve devices for batches below 10 units. We would replace and collect later on. In the LATAM region, once basic troubleshooting is accomplished and approved by our support, we get the RMA form filled by the client and we direct this to their responsible sales manager, as they will organize with both the customer and logistics the retrieval of these devices if they have already collected the minimum amount. Close the ticket.

Responsible people for fulfilling the RMA: Sales and Logistics

For Mexico RMA it is a bit different because we are here hence once the basic troubleshooting is accomplished and approved by our support, we get the RMA form filled by the client and we direct this to their responsible sales manager and our logistics colleague in Mexico: Erasmo Carlos Vite Lara ([email protected]) they will coordinate the replacement and retrieval of devices. Close the ticket.

Responsible people for fulfilling the RMA: Sales and Logistics

Important note: Sometimes especially for Mexican clients the ERP will say that it was sold to Ruptela SA de CV, which is our branch here, hence this sale date is not correct, thus warranty validation may be troublesome, for those cases we recommend contacting the sales manager.

Future readings: RMA