This process is in place to reduce the downtime, eliminate unnecessary freight and minimize tower climbs. To best provide support, it is advisable to call Amphenol Antenna Solutions Technical Support (+1.828.469.1122) from the site to troubleshoot in real-time.


STEP 1

Please prepare the following information before contacting Technical Support:
 
  • Name, phone number, email address, company name
  • Carrier/purchaser name
  • Type of product(s) - Antenna, RET, TMA, SCU, Smart Bias-T, etc.
  • Model and serial numbers of product(s) - pictures preferred
  • The original purchase order number(s) if available
  • Site name
  • Detailed description of the problem/issue
  • If the product is on the tower or ground
  • Pretest data - if available
  • Relevant screen shots - if available


STEP 2

Contact a Technical Support Specialist via our website or by phone +1.828.469.1122
 
  • The Technical Support Specialist will provide a Technical Service Request (TSR) number.  This will be the tracking number throughout the process.
  • The Technical Support Specialist will assist in troubleshooting the problem over the phone.
  • If Technical Support is unable to resolve the proble, they will process the RMA.
Download a blank form here.


STEP 3

Fill out all relevant information on the RMA Form, have it signed by the original purchaser (or authorized representative), and returned to the Customer Service Representative.
 
  • The RMA process cannot begin until the signed and completed form has been returned.
  • Once the form is returned, Customer Service will issue an RMA number and work to promptly issue a replacement and arrange for the return of the non-functioning product.
  • Proper packaging and removal of the brackets are important steps to follow to avoid any damage during transit.
  • Damaged antenna(s) and/or installed brackets affect our ability to test the antennas and will void the RMA.

RESOLUTION

It is recommended for the installation crew to again call Technical Support during the installation/testing to ensure successful completion of the RMA process.  
 
Please Note...

There are circumstances in which a Purchase Order and payment will be requested for the replacement antenna and freight costs.  These include:
 
  • If the original product has not been returned to Amphenol Antenna Solutions within 60 days of the replacement arriving
  • If the failure cannot be replicated once it has been received back at the factory
  • If units have been damaged either internally or externally