| | 07-27-2011, 02:06 AM Thread Author #1
The RMA process
There has been some questions raised in some other threads about the RMA process. Since I am currently going through that process, I thought I would describe the process as I go through it in as much detail as possible to help other who may have to go through the process.
I pre-ordered my PlayBook from Staples on the first day it was available for pre-order and received it a day or so after launch day. It's worked nearly perfectly for me since that time and, honestly, I really like it. On Friday morning I was shooting some sport related video and noticed a short horizontal red line going through the middle of my screen. By the time I had finished shooting the red line ran horizontally across the entirely screen about a 1/3 of the way from the top of the screen. I knew it wasn't an LCD problem since it only appeared in the camera window and shrank when I minimized the camera and disappeared when I closed the camera. It only appeared on the back facing camera screen and not the front facing camera screen. I thought it might be a hardware problem since it only affected the rear camera. A couple of hard reboots did not cure the line but I did notice that the line appear much lighter in high ISO (low light) conditions and was very bright in low ISO (bright light conditions).
At lunch time on Friday, I called the support line. The woman on the support line took my information asked some questions then assigned me a case number and then transferred me to someone in technical support. I described the problem and the technician had me take a photo and e-mail it to him. After reviewing it with a analyst, the technician stated that the analyst felt it looked more like a software problem and asked me to use the desktop manager to reload the OS. Since I was away from my home computer I told him I would do it when I got home from work. He informed me that the support line was open 24-7 and that if he wasn't available then someone else could help me.
I got home that Friday night and backed up my PlayBook (I backed up media files and settings but app data would not back up). I then used DM to reload the OS. After a reload and reboot, I turned on the camera and I still had the red line.
I called support again on Friday night but this time with my case number and was transferred to a technician. After discussing the lack of results from reloading the OS, the technician agreed to RMA the unit and e-mailed me terms and conditions which I had the reply to saying that "I accept." Once I accepted the terms and conditions he put the RMA through but told me that it would take a few hours to get the RMA forms by e-mail. Later that night I received an e-mail from RIM with a PDF version of the RMA form. He also told me that the return material would be sent to me an hshould arrive within 2 business days after which it would take about 5 days after receipt of the unit to finish repairs.
Today (Tuesday), I received an box from RIM in which to return the Playbook. The box is small and comes with a foam insert plus a foam top to protect the PlayBook. It also comes with a plastic bag in which to put the PB. The paper in the box included instructions, terms and conditions, a form on which to describe the problem, and instruction under the lid of the box on how to pack it.
I inserted the PB into the plastic bag then folder over the end and inserted the plastic covered PB into the main foam insert in the box then covered it with the foam lid. The instructions asked me to print out the RMA form from the e-mail and include it in the box so I did. I also filled out and included the form on which to describe the problem and also included the battery hazard disclosure form they provided. I closed the box and sealed it with a piece of tape they included which stated: examine contents if seal is broken. I then attached the included mailing label over the old label. I also taped the seams of the box with some packing tape.
I will be dropping the box off at a Fedex center tomorrow (RIM prepaid for priority overnight) for its destination at the repair center in Tennessee. I am told it will take business 5 days for the center to review and repair the PB. So I am crossing my fingers hoping that the PB comes back soon.
I will periodically update this thread with information about where the RMA process is. I wanted to get an extra PB with the Staples in store $100 off coupon while I am waiting for the repair but no Staples near me carries the 64 gb they only carry the 16 gb models.