RMA (Return Merchandise Authorization) Process

PDK io RMA Process Overview

NOTE: In order to receive an RMA from pdk, we must first troubleshoot the device prior to the user receiving an RMA number and the device being returned to the user.

Each pdk product comes with a standard one-year warranty for non-certified dealers.  For dealers who have completed the pdk certification courses, that warranty is tripled to three-years. Platinum-level dealers get an added bonus by receiving a five-year product warranty. 

If a piece of hardware ever fails or is damaged, an RMA (Return Merchandise Authorization) can be submitted to replace or repair the item.  The first step in starting the RMA process is contacting pdk support. Once you are in contact with pdk support, a member of the support team will troubleshoot the product to determine the issue and if an RMA is needed. If required, support will provide you with an RMA number and initiate one of three RMA types.

NOTE: All RMA's are processed via phone by calling Tech Support at 801.317.8802. After contacting support an RMA number will be issued for all valid RMA's.

• The first RMA type is a Distribution RMA. For this type of RMA, the dealer will return the defective product to their preferred distributor with the given RMA number. ProdataKey's Distribution department will replace the defective product with a newer version and will take care of finishing the RMA process. 

• The second RMA type is an Advanced RMA. For this type of RMA, pdk will ship a newer version of the product via ground shipping (expedited shipping is available for a fee). The new product includes a return shipping label. Dealers have a three-week window in which to return the defective product. Upon receiving the defective product, pdk will verify it was not damaged by misuse. If it is determined to be misused, the dealer will be charged for the replacement item and shipping expenses. 

• The third RMA type is a Non-Warranty RMA. This type of RMA is used when a product is outside its warranty period. In this case, the dealer sends the defective item to pdk for testing and repairs. After completion, the product will be returned and the dealer will be billed for the repairs. The amount billed will never exceed 70% of the cost to purchase a replacement. 

Technical Support 

Should you require any technical assistance, please contact our knowledgeable ProdataKey Support staff. Your support queries covering hardware, software installation, trouble tickets, troubleshooting, return merchandise authorization (RMA), or any other questions are addressed as immediately as possible.

Support: 

• Phone: [phone] option #2 or direct at: 801.206.4086
• Email: [e-mail] 
• Direct Dealer Support Line: 801.206.4086

ProdataKey, LLC - 67 West 13490 South, Draper, Utah 84020 United States