Privacy Policy = Repair Process
Table of Contents
1.0 RETURN MATERIAL AUTHORIZATION (RMA) HANDLING PROCEDURES
1.1 Requesting and Issuing a RMA
1.2 Warranty Status Verification
1.3 Receiving and Physical Inspection
1.4 Scheduling
1.5 Pre-screening
1.6 ECO Rework
1.7 Repair
1.8 Alignment
1.9 Burn-in
1.10 Final Q.C.
1.11 Packing
1.12 Shipping
2.0 INVENTORY CONTROL PROCEDURES
2.1 Record Keeping
2.2 Computer Tracking Systems
2.3 Physical Inventory
2.4 Reporting
2.5 Parts Inventory Control
3.0 QUALITY ASSURANCE PROCEDURES
3.1 Engineering Specifications and Test Requirements
3.2 Customer Acceptance Criteria
3.3 Documentation and Document Control
3.4 Quality Control and Inspection Criteria
3.5 Corrective Action Initiative
3.6 Equipment Calibration
3.7 Quality Level Report
3.8 Special Requirements
4.0 REPORTING PROCEDURES
4.1 Repair Report
4.2 Inventory Report
4.3 Status Report
4.4 Quality Level Report
4.5 Special Reports
5.0 QUOTATION
5.1 RMA Handling
5.2 Credit Handling and Billing
5.3 Pre-screening
5.4 ECO Rework
5.5 Repair
5.6 Electronic and Cosmetic Parts
5.7 Accessories
5.8 Packaging
5.9 Shipping
5.10 Special Projects
5.11 Out-of-Warranty RMA’s
6.0 WARRANTY
6.1 RTI Screening
6.2 RMA Repairs
6.3 Extended Warranty
1.0 RETURN MATERIAL AUTHORIZATION (RMA) HANDLING PROCEDURE
1.1 REQUESTING AND ISSUING A RMA
In the case where AVC Tech functions as the call center: when a customer calls regarding the return of a failed monitor or a shipment of monitors, AVC customer service will obtain and record the information follows:
1). RMA number: issued by AVC Tech Service Center
2). Model number(s) and serial number(s) of the unit(s).
3). Reason for return and the problem(s).
4). Name, return address and phone number(s) of the customer
The RMA number must be referenced on all shipping and receiving documents,
along with each stage of the processing of the returned unit. Upon receiving the
phone call from the customer, the above information will be entered into the AVC
customer database immediately and the AVC customer service representative will
keep track of the status by information updated into the database during the processing
of that unit.
1.2 WARRANTY STATUS VERIFICATION
The AVC customer service department will determine the warranty status according to the
purchase date of the unit(s) and the warranty period set by the manufacturer. If any question
arises, the customer will be asked to send in the proof of purchase by either mail or facsimile -
usually this proof is the purchase receipt. If there is no receipt, then the manufacturing date
will be used as the warranty status determinant.
1.3 RECEIVING AND PHYSICAL INSPECTION
Upon receiving the unit from the shipping carrier, the AVC receiving personnel will:
first, examine the condition of the carton; and second, the physical condition of the
unit itself; and third, the accessories that came with the unit. If the unit and the box
have been damaged, the carrier will be informed and a claim form will be filled out
and sent to the carrier; if only the unit was damaged and box is in good condition, the
customer will be informed that the unit had probably been damaged prior to being
shipped (Customer Induced Damage – CID) and the customer then has the option to either
pay for the repair of the damages or accept the unit “as-is” upon return. The receiving
personnel enters the model number, serial number, and the type of damage noted, if any.
The unit model number and serial number is then confirmed in the central database by the RMA number. If the serial number of the received unit does not match the serial number of the corresponding RMA number in the database, receiving will inform the customer service department to verify the RMA number and serial number with the customer.
After verifying the serial number and model number and checking the physical
condition of the unit, receiving assigns an available storage space in the receiving
inventory area and enters the inventory location number into the RMA Receiving Log and updates the central database. This action changes the RMA status to RECEIVED and references the inventory location number.
1.4 SCHEDULING
AVC will schedule the processing of the incoming RMA’s based on the following
criteria:
1). To meet customer or OEM manufacturer’s turn-around time requirements.
2). First-in, first-out (FIFO).
3). Evaluate priorities for special/premium projects.
1.5 PRE-SCREENING
All RMA units must go through the pre-screening process to have the nature of the unit’s
defect determined. All defects will then be separated into 3 major groups:
1). NFF (No Fault Found):
All units that meet the functional and cosmetic specifications
set by the unit’s manufacturer are defined as NFF units. As a quality
guarantee to AVC customers, the following procedures are employed:
a). Vibration test, using a rubber mallet. This is to detect
intermittent problems. For example; screen flickering,
color changing, or momentary power on and off. The unit
may also put on the vibration table for 10 minutes
vibration test with video applied, and a viewing test will
be conducted during this vibration.
b). 8-hour, burn-in test with a video signal applied.
c). Final QC inspection, before the unit is re-packed and shipped.
d). An additional sample audit of 10% of the finished (READY-
TO-SHIP) RMA units will be conducted.
2). ECO Rework and/or Upgrade Required:
Some returned RMA units will be required to have an ECO rework and/or upgrade according to the model number and manufacturing date. The AVC Tech
pre-screening auditor has a handbook with complete reference lists of each
manufacturer’s ECO rework and upgrade requirements. If an ECO rework or upgrade is required the AVC Tech technician marks the “ECO Required” box and enters the ECO requirement code in the computer and writes it down on the process traveler. This RMA unit is then to be sent to the ECO rework supervisor to schedule the ECO implementation process.
Two states are now defined for the previously noted group of RMA units:
a). NFF - After the ECO Rework and/or upgrade:
This group of RMA units is then, once again, subjected
to the NFF process as defined in Section 1.5.1 above.
b). Defective after the ECO Rework and/or upgrade:
The defective RMA units are subjected to the Electronic
Repair process (as defined in a later section).
1.6 ECO REWORK AND/OR UPGRADE - Notes
Some RMA units will be required to have ECO rework and/or upgrade before being sent
back to the customer. The ECO rework team will perform the ECO rework and/or upgrade
according to the manufacturer’s requirements. After the rework, a special identifying
mark will be put on the chassis of the unit. The type of mark and its location will be as
determined by the unit’s manufacturer. Next, the “ECO Done” box of the process
traveler will also be marked to indicate that the ECO has been implemented and that the
necessary changes have been done on this unit. The ECO rework detail will be written
down on the process traveler as well as entered into the central database.
1.7 ELECTRONIC REPAIR
All defective RMA units are subjected to the Electronic Repair process. AVC technicians will perform the repairs on each defective RMA unit per the manufacturer’s standards and specifications. Repair details and part replacements will be recorded on the process traveler and then entered into the central database for report generation. After the repair process, the RMA unit will continue through the following process:
1). Alignment (particulars will be defined in the ALIGNMENT section).
2). 8-hour, high temperature burn-in test. (Optional: as required by
customer/manufacturer/contract).
3). Final Process Quality Control and Inspection.
1.8 ALIGNMENT
All RMA units (except NFF units) must go through the Alignment process to meet the
manufacturer’s specifications. The following is the typical alignment requirements:
1). Basic Alignment Requirements: (confirmation after automatic setup)
a). Light output and Greyscale
b). White balance and Tracking
c). Pixel loss and Color Temperature
d). Horizontal and Vertical size adjustment
e). Horizontal and Vertical centerings
f). Contrast Ratio
g). Focus
h). Geometry
2). Special Alignment Requirements:
Special alignment procedures will be performed per customer’s
standards or the manufacturer’s specifications, or per contract.
1.9 BURN-IN
All RMA units, after the Electronic Repair process, are subjected to an 8-hour minimum burn-in process. The following is the standard AVC Tech burn-in procedure:
1). A looping video signal will be applied to each unit: all standard modes and
all standard patterns will be tested. Optional tests may be done as required.
2). High temperature environment, 40’C – This is Optional as requested by the customer or manufacturer or by contract.
3). Timed Power Cycle Interruption - Optional as requested by the customer or manufacturer or by contract.
All RMA units after the burn-in process are subjected to the Final Quality Control process.
1.10 FINAL Quality Control Process
In the Final QC process, each and every unit must go through full functional testing and cosmetic inspections. The AVC QC auditor will perform the standard, full functional tests and cosmetic checks (with optional customer/manufacturer requirements) as follows:
a). Light output and Greyscale
b). White balance and Tracking
c). Dead pixels and Color Temperature
d). Horizontal and Vertical size settings
e). Horizontal and Vertical centering
f). Focus and Smearing
g). NWJ (Noise when Jarred)
h). Power on/off (at least 3 times)
i) OSD and MENU function
j). Rubbing/binding control knobs/sticking push buttons
k). LCD Surface Defects (Scratch, Missing Pixels, Air bubbles, etc.)
l). Cosmetic Defects (Scratches, Cracks, Discoloration, Loose Base
Screws, Tight Pivot Rotation, etc.) and missing or damaged Logo
or Labels
m). Mechanical Parts (Swivel Base, etc.)
n). Other checks: per the manufacturer’s Specifications and
Criteria.
1.11 PACKING
After passing the Final QC, the unit is ready to ship. All units ready to ship must be
packed per customer requirements or the manufacturer’s specifications. The current
AVC standard is a new corrugated carton, a plastic bag enclosing the unit, the manual and accessories for all units to be shipped to customers. These items are to be supplied by the unit’s manufacturer. The packing person has a handbook which lists the packing requirements from different customers or manufacturers for immediate reference. Before the unit is packed into the carton, the following checks must be performed:
1. LCD screen surface condition (per customer’s specification)
2. Cosmetic condition (per customer’s specification)
3. Manual and accessories (cables, adapters, software, etc.)
4. The monitor must be clean and free of finger prints
The packing person will record the serial number of the monitor and update the central
database with the status changed from “WIP” (Work-in-Process) to “READY-TO-SHIP”. Then the packing person finds an available location in the “READY-TO-SHIP” storage area and enters this location number into the central database.
1.12 SHIPPING
Upon receiving a shipping order from the customer service department, the shipping department will then locate the unit and ship the unit to the customer according to the following information on the shipping order:
1. Customer name and shipping address.
2. Model number and serial number of the unit to be sent.
3. Priority and carrier. (United Parcel Service, unless otherwise specified)
If the customer has requested a pre-shipment, the customer’s RMA must be referenced and
the serial number of the replacement unit must be recorded on the shipping log and then entered into the central database.
After shipping out the unit, the shipping personnel will change the status of the
unit from “READY-TO-SHIP” to “SHIPPED”, and so enter it in the database.
A copy of the daily shipping report will be generated and submitted to the service
manager for his reference.
2.0 INVENTORY CONTROL PROCEDURE
2.1 RECORD KEEPING
In addition to the central database, AVC Tech maintains a hard copy of all RMA
receiving, inventory and shipping activities (please see Appendix A detailed information).
2.2 COMPUTER TRACKING SYSTEM
A Central database and a networked computer system are maintained to keep track
of all the RMA numbers and units received at AVC Tech. The RMA number, model
number, and the serial number of each unit will be referenced at all times from initial
receipt to after shipping. The status of the RMA unit is changed according to different
stages of the entire repair process; the original status and the changes to the staus are
recorded and entered into the central database for future reference; e.g. reporting and
billing. Please refer to the “RETURN MATERIAL AUTHORIZATION (RMA)
HANDLING PROCEDURE” section for details.
2.3 PHYSICAL INVENTORY
Physical inventory is the most important and effective way to control inventory. A monthly physical inventory count is performed at AVC to ensure that the number of units on paper, or in the central database, matches the physical inventoy count. A discrepancy report must be sent to the service manager and a recount must be performed if any mismatch has been found.
2.4 REPORTING
AVC Tech strongly believes that the customers have the right to know the inventory
and the status of their products while at AVC Tech. Therefore, an inventory balance
report and a status report will be sent to the customer on a monthly basis. The inventory
balance report contains the total number of original inventory, the total number of
newly returned units, and the total number of units being shipped during the month.
The status report contains information on: the total number of units which have been
“RECEIVED”, the total number of units “WIP”, the total number of “SCRAP” units, the
total number “0N-HOLD” (the on-hold reason must be provided), and the total number of
“READY-TO-SHIP” units. Every unit on the status report must have a reference to the
original RMA number and the serial number.
2.5 PARTS INVENTORY CONTROL
AVC Tech may have consigned parts from its customers or the unit’s manufacturer for the purpose of repairing the returned RMA units. Scrapped units are considered as part of the consigned part inventory. Therefore, AVC maintains a tracking system for the consigned parts and the scrapped units. Each time a technician takes a part from this inventory, he must record, on the inventory log, the part number, the quantity, the RMA number and the serial number of the unit for which this part is required. The minimum order level (which may be different from part to part depending on the usage history) must be maintained to ensure fast turn-around time. A monthly physical count of the parts inventory is performed to maintain its integrity and availability. If a particular part is below its minimum order level, a part order will be generated to order or purchase this part.
3. QUALITY ASSURANCE PROCEDURE
3.1 ENGINEERING SPECIFICATIONS AND TEST REQUIREMENTS
Per the customer’s specific requirements or the manufacturer’s specifications.
3.2 CUSTOMER ACCEPTANCE CRITERIA
Per the customer’s or the manufacturer’s standard acceptance criteria.
3.3 DOCUMENTATION AND DOCUMENT CONTROL
AVC Tech maintains a library of customer confidential engineering specifications, test procedures, and acceptance criteria for each customer and manufacturer. Upon receiving the new, updated version of the engineering specification, test procedures, or acceptance criteria, all AVC Tech personnel involved in the processing of the product will be given the new version of the document, and the old version must then be returned to the documentation control department. Every one receiving the new version of the document must sign the control log to indicate receipt of the new document and that the old version has been returned. The old document must then be either destroyed or sealed.
3.4 QUALITY CONTROL AND INSPECTION CRITERIA
AVC Tech will apply a 100% Quality Control process on every unit being serviced by
AVC technicians and a 10% sample audit on all finished products. The QC criteria shall
be either the AVC standard, or per customer requirements, or manufacturer’s specifications as determined by the model number.
3.5 CORRECTIVE ACTION INITATIVE
Every major quality issue, for example - a DOA (Dead On Arrival) return, will initiate an immediate corrective action, and the root cause of the quality issue will be studied by a technical support engineer. The technical support engineer will then report back to the quality assurance engineer as soon as the cause is determined; then the quality assurance engineer will initiate a corrective action to all levels of personnel involved in the processing of the product. In the case of major quality issues, the entire processing of the product will be stopped until the technical support engineer solves the problem and the quality assurance engineer issues the corrective action.
3.6 EQUIPMENT CALIBRATION
The AVC Tech test equipment is calibrated on a yearly basis, or per a customer’s or
manufacturer’s requirement. The equipment calibration log contains all the information on the calibration of the AVC Tech test equipment: the calibration date, the due date, the application area of the equipment and whether the equipment may be calibrated internally by the AVC Tech Engineering Department or is required to have full National Institute of Standards and Technology (NIST) traceable calibration. To guarantee high quality service to all AVC customers, all current AVC Tech Quality Control and inspection equipment has NIST traceable calibration.
3.7 ELECTROSTATIC DISCHARGE (ESD) CONTROL
The AVC Tech quality assurance and technical support engineers have implemented and
maintained a strict ESD control system on AVC Tech’s electronic repair areas, subassembly
lines, testing benches and ESD sensitive material handing areas. AVC Tech has divided the
ESD Control Level into 3 classes and implemented the ESD control procedures as follows:
Class I areas: System and peripheral board subassembly lines, test areas
and repair stations.
Requirement: ESD coat, wrist and heel straps and straps tested before entering the area. A log book records personnel names, testing results and dates. The ESD tester must have a unique ID and be calibrated yearly with NIST traceability. All benches and chairs must have either an ESD control coating or be covered with grounded ESD mats, which must be tested and certified quarterly. ESD caution signs must be prominently posted. Visitors must be treated just as personnel working inside these areas and must escorted by a designated AVC Tech representative.
Class 2 areas: Computer monitors (with digital control) repair and
subassembly areas:
Requirement: Repair benches and tables must have an ESD control coating or be covered with grounded ESD mats which are tested and certified yearly. Technicians must wear tested wrist straps when repairing digital control boards with CPUs and/or memories. The testing of the straps is required before performing the repairs. ESD caution signs must be prominently posted. Visitors are not required to wear an ESD coat, or wrist and heel straps. However, visitors must be escorted by AVC Tech personnel.
Class 3 areas: Non-digital control computer monitor and power supply
repair stations and test benches.
Requirement: Repair benches and tables must have an ESD coating or be covered with grounded ESD mats which are tested and certified yearly. Technicians are not required to wear wrist and heel straps. ESD caution sign posting is not required. However, only non-digital control products can be repaired in these areas. A visitor can enter these areas without any ESD control requirement, but must be escorted by an AVC Tech representative at all times.
3.8 TECHNICAL STAFF CERTIFICATION AND TRAINING
AVC maintains a traceable file system for company-wide technical staff training and certifications. A technician, to be certified, must have at least 3 years experience in the computer monitor and power supply repair fields, must graduate from high-school or have an equivalent education and have basic knowledge of electronic trouble-shooting such as reading schematics, using multimeters and oscilloscopes. If he lacks any of the above skills, he must attend the AVC training program, which includes hands-on repair training by an AVC senior technician. A QC auditor must have at least 3 years experience in computer monitor or power
supply tests, must have a AA/AS degree or equivalent experience and must have a traceable record of training by monitor or power supply manufacturers. A Senior QA engineer must have at least 7 years experience in computer monitor or power supply fields, must have a BS degree or equivalent experience, and must have traceable records of training and certification by monitor or power supply manufacturers. In general, training may consist of intensive hands-on training, an orally tutored training, or literature training, and a certification can be either an official certificate or a general recognition from the manufacturer. Refer to Appendix D. for AVC technical staff backgrounds, training, and certifications.
3.9 QUALITY LEVEL REPORT
The AVC computer tracking system can keep track of every RMA and its corresponding serial number, therefore any unit returned for the 2nd time will be detected and so marked. Therefore, the quality level report can be generated based on the following formula:
Quality Level = 1 - (total number of 2nd returns / total number of RMA’s)
and the report period is either on a monthly basis or per customer or manufacturer’s request.
3.10 SPECIAL REQUIREMENTS
As required per the customer’s or manufacturer’s unique requirements (for example, lifetime reliability tracking).
4.0 REPORTING PROCEDURE
4.1 REPAIR REPORT
The repair report is generated on a monthly basis; this contains RMA information, repair details and the current status of the unit. Please refer to Appendix B for report details.
4.2 INVENTORY REPORT
Please see Section 2.4 details.
4.3 STATUS REPORT
May be the same as the inventory report with an additional field containing the unit’s status
information
4.4 QUALITY LEVEL REPORT
Please refer to Section 3.7 for details.
4.5 SPECIAL REPORTS
Per the customer’s or the manufacturer’s unique requirements.
5.0 QUOTATION(S)
5.1 RMA HANDLING
Available upon request.
5.2 CREDIT CARD HANDLING, AND BILLING
Available upon request
.
5.3 SCREENING for RTI (Return-to-inventory)
Available upon request.
5.4 ECO REWORK
Per ECO rework requirements and level of complexity, with vendor supplied components.
5.5 REPAIR
AVC will perform component level trouble shooting on all RMA’s and the labor charge for the repair is available upon request.
Replacement of screens will have additional charges available upon request.
Replacement of front bezel may have additional charges available upon request.
5.6 ELECTRONIC AND COSMETIC PARTS
Supplied and consigned by vendor (for in-warranty units only).
5.7 ACCESSORIES (Manuals, video cables, and power cords)
Supplied and consigned by vendor (for in-warranty units only).
5.8 PACKAGING
Supplied and consigned by vendor, or per AVC Tech Engineering Approval.
5.9 SHIPPING COSTS
Per actual carrier charges. Common Carrier, UPS, Federal Express, and DHL available;
although UPS (United Parcel Service) is the preferred low cost carrier.
5.10 SPECIAL PROJECTS
Per vendor (AVC Tech): requirements and level of scale and complexity of each
individual project will be specifically quoted.
5.11 OUT-OF-WARRANTY RMA’s (after 3 years)
AVC has a standard flat rate charge for out-of-warranty RMA’s which is available.
(The above charges do not include components and cosmetic parts. AVC will provide
packaging free of charge: the customer will pay the shipping charges both ways.)
6. WARRANTY
6.1 RTI WARRANTY
Not Applicable.
6.2 RMA WARRANTY
AVC will provide three-month labor warranty on all in-warranty RMA’s and a three-months labor with a one year parts warranty on all out-of-warranty (after 3-year) RMA’s. The AVC warranty may be extended to six-months upon payment of a slight premium.
6.3 EXTENDED WARRANTY
To be individually quoted per vendor and model number.
E-mail: service@avcusa.com