How to request a RMA for Warranty Products
Need to request return merchandise authorization (RMA) for a product under warranty?
RMA processing is Point of Purchase
If you purchased your Sangoma device through a Sangoma Authorized Distributor or Reseller, the replacement of the defective unit will be processed by the Distributor from where the unit was purchased. To ensure an easy replacement transaction with your Distributor, Sangoma Support will work with you to determine that the unit is defective and authorize the RMA, then providing the Support Ticket information to the Distributor will make the transaction more efficient.
If you purchased your Sangoma device directly from Sangoma, the replacement of the defective unit will be provided directly by Sangoma. You will have to enter a Support Ticket to begin the process of RMA. Once Support has deemed the unit defective, the ticket will be automatically reassigned to the RMA Team who will advise on the next steps.
Sales Returns must go back through Sales, not through Support or RMA team.
Hardware Warranty
Sangoma Support provides a One Year Manufactures warranty on all products, except Telecom & Datacom cards which have an unlimited warranty. Warranty can be extended with the purchase of Gold and Platinum Support plans.
RMA process expects to have the defective unit returned, and then upon RMA Team receiving the defective unit, a replacement is shipped.
Advanced Hardware Replacement can also be purchased to authorize replacement of hardware prior to Sangoma receiving the hardware in return. AHR is not a next business day service.
Support Ticket
Support Services can be accessed via the Portal (above) or directly by http://support.sangoma.com
Login is the same username as the Portal.
Click Submit a Ticket in the upper left.
If you do not see the Submit a Ticket link, you are not logged in, and will need to log in at the left side of the screen. Your login credentials are the same as what you use for the Portal.Selecting the department.
There is a major Product Category, such as FreePBX, PBXact, Vega Gateways, SBCs and so on. In each major Product Category there are 3 common options for each.
<Product> Appliance/Hardware Problem
<Product> Support Service Request
<Product> Configuration Assistance
How to best identify which department to create a ticket, please read the following wiki; Support Service Request Submission
In many cases, for the context of defective Sangoma Hardware and RMA of this Hardware; Selecting the corresponding <Product> Appliance/Hardware department is best.
Click the Next button.
Enter your Deployment ID or Registered Product.This is required.
Enter the Subject of your message. In a few words, briefly explain your reason for the RMA request.
Enter your message below the subject line. Please describe the issue you are experiencing.
Optional: You can provide attachments such as screenshots, pictures, and documents by clicking the Add File.
a. Click Choose File to select a file from your computer.
b. The selected file will be displayed. Click Add File again if you need to add more attachments.
Click the Submit button to submit your RMA request.
If your request has been submitted successfully, you will see a confirmation message.
Viewing your Ticket
You will receive our replies to your ticket at the e-mail address you used to log in. You can also view your ticket in the online support center:
Log into http://support.sangoma.com
Click on My Tickets
Click on the title of the ticket (large blue text).
Replying to your Ticket
You can reply by e-mail or by using the online support center. If you reply via e-mail, be sure to keep the subject line intact so that we receive your messages. You can also reply via the online support center:
Navigate to your ticket as described above.
Click the Add Reply button.
Enter your message and click the Send button.
