If you have a device that is faulty, follow these steps in order to begin the RMA (return merchandise authorization) process to return it and obtain a replacement:
- Troubleshoot the problem by completing the steps in the article below that corresponds to the type of hardware:
- ATU-620 Troubleshooting Steps
- TTU-720 Troubleshooting Steps
- LMU-3000/3030 Troubleshooting Steps
- TTU-2830 Troubleshooting Steps
- LMU-3640 Troubleshooting Steps
- LMU-4200 Series Troubleshooting Steps
- LMU-5530 Troubleshooting Steps
- MDT-7P Troubleshooting Steps
- Micronet All-in-One Troubleshooting Steps
- Micronet Tethered MDT Troubleshooting Steps
- Operator Panel 2 Troubleshooting Steps
- Bar Code/RFID Reader Troubleshooting Steps
- ATU-620 Troubleshooting Steps
- If you have tried all the troubleshooting steps and found that the device is still malfunctioning, go to CalAmp JIRA Service Desk.
The CalAmp Help Center will appear.
- Enter the email address you use to log in to the CalAmp K-12 site.
- Click Next.
If you've previously entered a ticket using the Help Center, a Password field will appear.
Note: If you've never opened a ticket in the Help Center before, you'll be prompted to sign up. Follow the onscreen instructions to do so.
- Type your password.
- Click Continue.
The Telematics Customer Support page will appear.
- Click General.
The General options will be displayed.
- Click General Support Request.
A form will appear.
- Type a short explanation of the problem, including the type of device, in the Summary field.
- Click the Issue Severity drop-down arrow and select the level of severity.
Level 1, Critical, is described as appropriate for a device that failed in the field and has no communications capability.
- Click the Components drop-down arrow and select Hardware, unless you see the specific type of device you are needing to return (such as the MDT-7 option).
- Fill in all the remaining fields, being as specific as possible (especially in the Description box).
You can add a screenshot or other support file showing the issue by dragging it to the Attachment box.
- After you have completed the form, click Send.
A summary will appear, showing you the information you entered about the issue.
The ticket name/number will appear at the top.
You will also receive an email from CalAmp's Global Technical Support team, informing you that they have received your request.
- You can reply to that email with any further questions you have, and they will be added to your support ticket.
You will be contacted by a Global Technical Support team member with details on how to go forward with your RMA.
- Follow their instructions.