RIGAS – how RMAs are processed

This is a behind the scenes look at how RMAs work at RIGAS (and probably other repair facilities like ours):

  • Customer contact:
    • Usually there is a phone call or email that starts a dialog regarding a misbehaving analyzer
      • Sometimes simple problems can be “worked around” just by talking with an expert
  • Customer requests a RMA (return material authorization)
    • while RMAs are not required at RIGAS, it is nice to ensure that you have some sort of activity/tracking number … just in case your boss asks about it!!
  • RIGAS generates a RMA from its ERP (Enterprise Resource Planning) system
    • the RMA is also the assigned job number
    • BTW, we use Infor’s ISM ERP
  • We send you the RMA number and address to ship the material to
  • When we receive the material from you, we either call you or email you to let you know that it arrived, and the condition that we received it in
  • We evaluate the material (analyzers mainly) within 24 hours of its receipt
    • we’ll send you an email about what we found
  • We’ll proceed with minor repairs, or maybe do a major component substitution in order to prove a theory
  • Then we’ll write up an estimate
    • This is where you, the customer, can say “yes” or “no” to having us proceed with the repair.
    • 99.49% of the time our estimates are approved (I don’t know that it’s ‘actually’ 99.49%, but it is a very high percentage!!)
  • Once the repairs are complete, we’ll do some overnight testing
  • Then a second person will run through a quality assurance checklist
  • The technician will polish his handwritten notes; the front office will enter those notes into the system; and a depot service report will be printed
  • Then it’s boxed, readied for shipping, and shipped (UPS, USPS, FedEx, etc.)
  • A few days later Accounting generates an invoice
  • Once the payment is received, the job is fully closed

 

So why do we do “second person checks?”  Two reasons:

    1. you probably hate getting something back that doesn’t work … and then you have the hassle of reboxing it and reshipping it
    2. we hate hearing that it didn’t work when you got it back … and then there’s the warranty expense that we incur