If a piece of hardware ever fails or is damaged, an RMA can be submitted to replace or repair the piece of hardware.
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.
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 whether an RMA is needed. If an RMA is needed, pdk Support will provide an RMA number and initiate one of three RMA types.
The first RMA type is a Distribution RMA. If this RMA is chosen, the dealer will return the defective product to their preferred distributor with the given RMA number. Pdk's Distribution department will replace the defective product with a newer version and will complete the RMA process.
The second RMA type is an Advanced RMA. If this RMA is chosen, pdk will ship a newer version of the product via ground. (Expedited shipping is available for a fee.) The new product will include a return shipping label. Dealers will have a three-week window to return the defective product. Upon receiving the defective product, pdk will verify it was not damaged by misuse. If the product was misused, the dealer will be charged for the replacement and shipping expenses.
The third RMA type is a Non-Warranty RMA. This type of RMA is used when a product is outside of the warranty period. For this RMA, 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.)
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, receiving a five-year product warranty.