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:


  1. Troubleshoot the problem by completing the steps in the article below that corresponds to the type of hardware:
     
  2. 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.
      
  3. Enter the email address you use to log in to the CalAmp K-12 site.
     
  4. 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.
     
  5. Type your password.
     
  6. Click Continue.
     
    The Telematics Customer Support page will appear.
      
  7. Click General.
     
    The General options will be displayed.
      
  8. Click General Support Request.
     
    A form will appear.
      
  9. Type a short explanation of the problem, including the type of device, in the Summary field.
     
  10. 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.
     
  11. 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).
     
  12. 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.
     
  13. 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.
     
  14. 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.
     
  15. Follow their instructions.